Zdravo JoannaS,
Ja sam Mihal i preuzeo sam vašu žalbu. Pregledao sam vaš slučaj i iako vidim da ste zaista obavestili kazino tim da zatvori vaš nalog zbog zavisnosti od kockanja, nedostaju neke druge važne informacije. Pripremili smo ovaj šablon za vašu pogodnost kako bismo pravilno rešili pitanje zatvaranja naloga zbog problema sa kockanjem u budućnosti:
Kada se prijavljujete za samoisključivanje ili zatvaranje naloga zbog problema sa kockanjem, jasno navedite razlog zašto želite da vaš nalog bude deaktiviran i navedite vremenski period. Takođe, imejl „Subject" treba da bude jasno označen i lako prepoznatljiv jer podrška za kazino prima mnogo zahteva dnevno, stoga, ako je vidljivo označen, imate veće šanse da vaš zahtev bude odobren što je pre moguće.
Primer:
Naslov e-pošte: Problemi sa samoisključenjem ili kockanjem
Podaci o igraču:
Ime:
Prezime:
Rođenje:
Prijava u kazino:
Adresa E-pošte:
„Pozdrav kkk Casino,
Pišem da vas obavestim da želim da odmah isključim iz ovog kazina i da ne primam bilo kakav marketinški materijal u vezi sa kockanjem na minimalni period od kkk meseci/godina (doživotno).
Razlog koji je prethodio mojoj odluci je kkk
Potvrđujem da mi neće biti dozvoljeno da poništim svoje samoisključivanje tokom ovog perioda i da se samoisključenje ne može ukinuti pre isteka dogovorenog perioda."
Molimo pošaljite drugu e-poštu na xxx@xxx (možete mi poslati CC na xxx@casino.guru u kopiji) i obaveštavajte me o svakom daljem razvoju događaja. Ako postoji bilo kakva opcija za alternativni kontakt kao što je ćaskanje uživo ili VhatsApp, pokušajte i to i sačuvajte snimke ekrana relevantne komunikacije.
Hvala unapred.
Srdačan pozdrav,
Kontaktiraću kazino da rasvetlim ovu stvar.
Želeli bismo da pozovemo MiEmpire Casino da se pridruži razgovoru.
Dragi MiEmpire Casino,
Možete li ljubazno da objasnite razlog za odloženo zatvaranje naloga igrača? Iako priznajem da obrada takvih zahteva ponekad može premašiti navedeni vremenski okvir od 24 sata, ključno je da se ovim slučajevima odmah odredi prioritet. U našim zajedničkim naporima da promovišemo bezbednije okruženje i za igrače i za kazina, predlažemo pošten pristup: s obzirom na to da igrač otkriva probleme sa kockanjem, da li bi bilo moguće refundirati uplaćene depozite pošto su vas obavestili o svojoj situaciji? Cenimo vaše razmatranje ovog pitanja.
Hello JoannaS ,
I'm Michal, and I have taken over your complaint. I have reviewed your case, and although I can see that you have indeed informed the casino team to close your account due to gambling addiction, it lacks some other important information. We have prepared this template for your convenience to properly address the account closure due to gambling issues in the future:
When applying for the self-exclusion or account closure due to gambling issues, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible.
Example:
Email subject: Self-exclusion or Gambling issues
Player’s info:
First name:
Last name:
DOB:
Casino login:
Email address:
"Greetings xxx Casino,
I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).
The reason that preceded my decision is xxx
I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."
Please send another email to xxx@xxx (you can CC me at xxx@casino.guru in the copy) and keep me informed about any further developments. If there is any option for an alternative contact such as live chat or WhatsApp, please try that too and save screenshots of the relevant communication.
Thank you in advance.
Best regards,
I will contact the casino to shed more light on this matter.
We would like to invite MyEmpire Casino to join the conversation.
Dear MyEmpire Casino,
Could you kindly explain the reason for the delayed closure of the player's account? While I acknowledge that processing such requests may sometimes exceed the stated 24-hour timeframe, it is crucial to prioritize these cases promptly. In our collective efforts to promote a safer environment for both players and casinos, we propose a fair approach: considering the player's disclosure of gambling issues, would it be possible to refund the deposits made since they notified you about their situation? We appreciate your consideration of this matter.
Automatski prevedeno:
