Dragi majmune2024,
Hvala vam puno što ste podneli ovu žalbu. Žao mi je što čujem za vaš problem. Da bih bolje razumeo vašu situaciju, želeo bih da postavim nekoliko razjašnjavajućih pitanja:
- Da li sam ispravno shvatio da sumnjate da je neko nezakonito pristupio vašem nalogu i iskoristio deo vašeg stanja?
- Možete li potvrditi da li se sećate da ste kupili besplatne okrete i sami ih igrali?
- Da li ste primili bilo kakvu e-poštu ili obaveštenja od kazina nakon što vam je onemogućen pristup veb lokaciji?
- Kada ste poslednji put komunicirali sa korisničkom podrškom i da li biste mogli da podelite o čemu je bila diskusija?
Vaši odgovori će nam pomoći da dalje istražimo stvar i radimo na njenom rešenju. Hvala vam na saradnji.
Srdačan pozdrav
Veronika
Zbog povećanog obima pritužbi u ovo doba godine, molimo za strpljenje dok čekamo naše odgovore. Cilj nam je da objavimo svaku žalbu u roku od 48 sati od podnošenja, ali zadržavamo do 7 dana da odgovorimo na sve naknadne komentare. Pored toga, imajte na umu da će možda biti potrebno malo duže da vaša žalba bude dodeljena rešavaču, jer trenutno upravljamo sa preko 900 žalbi.
Vaše razumevanje je veoma cenjeno. Želimo vam ugodne praznike, a mi ćemo vam se javiti što je pre moguće.
Dear monkey2024,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. To better understand your situation, I would like to ask a few clarifying questions:
- Am I correct in understanding that you suspect someone may have illegally accessed your account and used part of your balance?
- Could you confirm whether you recall purchasing the free spins and playing them yourself?
- Have you received any emails or notifications from the casino after your access to the website was disabled?
- When was the last time you communicated with customer support, and could you share what the discussion was about?
Your answers will help us investigate the matter further and work towards a resolution. Thank you for your cooperation.
Best regards
Veronika
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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