Dragi Porzellanpaul,
Uprkos tome što sam bio u kontaktu sa kazino timom i mojim naporima da pronađem rešenje za situaciju, nažalost, nismo mogli da napravimo nikakav napredak. Kazino tim nam nije dao nikakvo razumno pojašnjenje za kašnjenje u obradi isplata, a kao što ste pomenuli, nisu uspeli da isplate ratu za februar u skladu sa svojom politikom povlačenja.
Nažalost, nismo dobili nikakvu dalju komunikaciju ili relevantne informacije od kazina u vezi sa kašnjenjem plaćanja. Obavešten sam da će ostati u direktnom kontaktu sa vama, ali kako je kazino tim nagovestio da nije zainteresovan da sarađuje sa nama u rešavanju ovog slučaja, tako smo došli do tačke u kojoj se ne može mnogo učiniti sa naše strane. Shodno tome, uprkos mom oklevanju, nismo u mogućnosti da nastavimo sa rešavanjem ove žalbe i moramo je klasifikovati kao „nerešenu".
Razumem da ovo nije zadovoljavajuće rešenje za vaš problem. Međutim, smanjenje rejtinga uzrokovano nerešenim žalbama može pomoći da se promeni pristup kazina. Ako kazino odluči da reaguje, ponovo ćemo otvoriti žalbu i bićete obavešteni putem e-pošte.
Ako želite dalje da nastavite sa žalbom, možete je podneti Odboru za kontrolu igara na sreću Curacao (GCB) putem ovog obrasca za kontakt . Iako GCB zvanično ne rešava sporove između igrača i operatera igara, možda bi mogao da pomogne, tako da vredi pokušati.
Obavestite me da li su i kako odgovorili na michal.k@casino.guru ako isprobate ovu opciju.
Žao mi je što ovom prilikom nisam mogao biti od veće pomoći.
Srdačan pozdrav,
Michal
Casino Guru
Dear Porzellanpaul,
Despite my being in contact with the casino team and my efforts to find a resolution to the situation, sadly, we could not make any advancements. The casino team has not provided us with any reasonable clarification for the delay in processing the withdrawals, and as you mentioned, they have failed to disburse the installment for February as per their withdrawal policy.
Regrettably, we have not received any further communication or pertinent information from the casino concerning the payment delays. I have been informed that they will reamin in contact with you directly, but as the casino team indicated they are not interested in cooperating with us in resolving this case, so we reached a point where there is not much that can be done from our side. Consequently, despite my reluctance, we are unable to continue addressing this complaint and must classify it as ‘unresolved.’
I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.
Should you want to pursue your complaint further, you can submit it to the Curaçao Gaming Control Board (GCB) via this contact form. Although the GCB does not officially handle disputes between players and gaming operators, it might be able to help, so it is worth a try.
Please let me know if and how they responded at michal.k@casino.guru if you try this option.
I am sorry I could not be of more help on this occasion.
Best regards,
Michal
Casino Guru
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