Dragi Pallmall1904,
Hvala vam puno što ste podneli žalbu. Žao mi je što čujem za vaše negativno iskustvo sa Platincasinom.
Dozvolite mi da vam postavim nekoliko pitanja kako bih bolje razumeo situaciju.
- Možete li navesti vremensku liniju svakog događaja koji opisujete? (zahtev za samoisključivanje, potvrda, naknadni depozit)
- Da li ste naveli razlog za samoisključivanje u kazinu kada ste ga tražili?
- Da li sam dobro razumeo da vam kazino nalog više nije dostupan?
- Da li ste tražili od kazina da vam direktno vrati deponovani iznos? Sa kakvim rezultatom?
Nadam se da ćemo moći da vam pomognemo da rešite ovaj problem što je pre moguće. Hvala vam unapred na odgovoru.
Srdačan pozdrav,
Tomas
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 radosnu, uspešnu i zdravu novu 2024. godinu, a mi ćemo vam se javiti u najkraćem mogućem roku.
Dear Pallmall1904,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Platincasino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please specify the timeline of each event you are describing? (self-exclusion request, the confirmation, subsequent deposit)
- Did you specify the reason for the self-exclusion in the casino when requesting it?
- Do I understand correctly the casino account is no longer accessible to you?
- Have you asked the casino to refund you the deposited amount directly? With what result?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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 joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.
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