Dragi Casino.Guru timu,
Želim da pružim detaljne informacije o svom tekućem sporu sa kazinom Mr.Bet, uključujući i kompletan razgovor koji sam danas vodio sa njihovom službom za korisnike.
Moja početna žalba:
Izrazio sam frustraciju zbog tekućeg kašnjenja u rešavanju promene adrese i oslobađanju sredstava, uprkos tome što sam podneo traženu dokumentaciju 11. avgusta. Naveo sam:
„Ne cenim način na koji se rešava ova situacija. Ovo je već tekući spor u Casino.Guru-u i spremam se da ga dalje eskaliram na Curacao eGaming. Nije moj problem što se vaši sistemi suočavaju sa velikom količinom zahteva kada, u prvom redu, rešavate sporove na veb lokacijama kao što je AskGamblers.com sa maksimalnim kašnjenjem od 5 dana proces i potvrdite kada moja sredstva budu oslobođena."
Mr.Bet-ov odgovor:
Oni su odgovorili sledećim:
„Trenutno se suočavamo sa velikim brojem zahteva na našim sistemima, što može prouzrokovati duže vreme obrade vaših zahteva za povlačenje sredstava, verifikacije naloga ili odgovora na zadatke od uobičajenog. Kontaktiraćemo vas putem e-pošte čim budemo imali više informacija. Cenimo vaše strpljenje i razumevanje za ovo vreme".
Moje praćenje:
Odgovorio sam na njihovu poruku, navodeći:
"Hvala vam na odgovoru, ali teško prihvatam vaše objašnjenje. Priložio sam snimak ekrana koji pokazuje da se slični sporovi rešavaju mnogo brže, uprkos vašoj tvrdnji da se moj slučaj rešava najbrže moguće. Moja situacija je ne razlikuje se od tih sporova, ali ja se suočavam sa nerazumnim odlaganjem, molim vas, objasnite neslaganje između toga kako se ovi slučajevi rešavaju tako ekspeditivno, dok se moji i dalje suočavaju sa kašnjenjima.
Mr.Bet-ov odgovor:
Njihov odgovor je bio sledeći:
„Mogu samo da vas posavetujem u vezi sa vašim nalogom. Trenutno nemam drugi odgovor za vas. Vaš slučaj je u razmatranju, a mi se trudimo da uradimo sve što je pre moguće kako ne bi naši korisnici dugo čekali. Time ćemo vas obavestiti čim dođe do bilo kakvih promena, odluka ili odgovora u vezi sa vašim slučajem, za sada nemamo drugih odgovora i nećemo ih imati.
Moj konačni odgovor:
Ponovio sam svoju zabrinutost:
„Hvala vam na vašem odgovoru, ali nažalost, on ne pruža nikakvo smisleno ažuriranje ili opravdanje za kontinuirano kašnjenje u rešavanju mog slučaja. Neprekidno traženo da „budete strpljivi" bez konkretnog vremenskog okvira nije prihvatljivo rešenje. Samo ovo tekuće odlaganje pogoršava situaciju i loše se odražava na reputaciju vaše kompanije. Vidim da se slični slučajevi rešavaju mnogo brže, a što duže to nanosi štetu vašem ugledu kod kupaca mogu dati detaljnije odgovore i ubrzati rešavanje mog slučaja."
U ovom trenutku, Mr.Bet nije uspeo da pruži nikakva konkretna rešenja ili rokove, a kašnjenje se i dalje čini nerazumnim. Svaka pomoć koju možete da ponudite da rešite ovaj problem bila bi veoma cenjena.
Dear Casino.Guru Team,
I want to provide a detailed update on my ongoing dispute with Mr.Bet casino, including the full conversation I had with their customer service today.
My Initial Complaint:
I expressed frustration with the ongoing delay in resolving my address change and releasing my funds, despite having submitted the required documents on August 11. I stated:
"I do not appreciate the way this situation is being handled. This is already an ongoing dispute at Casino.Guru, and I am preparing to escalate it further to Curacao eGaming. It is not my problem that your systems are facing a high volume of requests when, in the first place, you are handling disputes on websites like AskGamblers.com with a maximum delay of 5 days. I find the delay with my case unreasonable and unacceptable. I expect this matter to be resolved without further excuses. Please expedite the process and confirm once my funds have been released."
Mr.Bet's Response:
They responded with the following:
"We are currently facing a high volume of requests on our systems, which may cause longer than usual processing times for your withdrawal requests, account verifications, or task responses. We will contact you via email as soon as we have more information. We appreciate your patience and understanding during this time."
My Follow-up:
I replied to their message, stating:
"Thank you for your response, but I find it difficult to accept your explanation. I have attached a screenshot showing that similar disputes are being resolved much more quickly, despite your claim that my case is being handled as fast as possible. My situation is no different from those disputes, yet I am facing an unreasonable delay. Please explain the discrepancy between how these cases are being resolved so expeditiously, while mine continues to face delays."
Mr.Bet's Response:
Their reply was as follows:
"I can only advise you regarding your account. At the moment, I have no other answer for you. Your case is under consideration, and we are trying to do everything as quickly as possible so as not to make our users wait for a long time. We will notify you as soon as there are any changes, decisions, or answers regarding your case. Please be patient. For now, we have no other answers for you and will not have them right now."
My Final Response:
I reiterated my concerns:
"Thank you for your response, but unfortunately, it does not provide any meaningful update or justification for the continued delay in resolving my case. Being repeatedly asked to "be patient" without a concrete timeline is not an acceptable solution. This ongoing delay only worsens the situation and reflects poorly on your company’s reputation. I see similar cases being resolved much faster, and the longer this drags on, the more damage it does to your standing with customers. Please escalate this matter to a higher authority within your company who can provide more detailed answers and expedite the resolution of my case."
At this point, Mr.Bet has failed to provide any concrete solutions or timelines, and the delay continues to feel unreasonable. Any assistance you can offer to resolve this matter would be greatly appreciated.
Automatski prevedeno:
