Dragi burger888,
Razgovarao sam o vašem slučaju sa kazino timom, ali nažalost, zbog proteklog vremena, transakciji je nemoguće ući u trag.
Kao što mi je kazino tim pomenuo:
Kada nas je korisnik kontaktirao, odmah smo kontaktirali naš platni sistem sa ovim pitanjem i naravno dobili odgovor da nema plaćanja. Korisnik nam nije odmah dostavio RNN broj uplate. Trenutno je nemoguće proveriti, ovaj nalog je odavno nestao.
Razumem vašu frustraciju u vezi sa situacijom iz perspektive korisničkog iskustva. Međutim, činjenica da niste kontaktirali kazino tim istog dana kada je došlo do ovog problema onemogućila je praćenje transakcije, čime je sprečila kazino da refundira sva sredstva koja ne mogu da potvrde da su primljena.
Ključno je da kontaktirate kazino tim istog dana kada dođe do bilo kakvog problema sa uplatama i ne dozvolite da „sedi" 2 ili više dana.
Nažalost, nakon prikupljanja svih potrebnih informacija primorani smo da odbijemo ovu žalbu. Žao nam je što nismo bili u mogućnosti da vam pomognemo sa ovim, ali molimo vas, ne ustručavajte se da nas kontaktirate u budućnosti, ako naiđete na bilo kakve druge probleme sa ovim ili bilo kojim drugim kazinom i mi ćemo se potruditi da vam pomognemo.
Srdačan pozdrav,
Michal
Casino Guru
Dear burger888,
I have discussed your case with the casino team, but unfortunately, because of the elapsed time, the transaction is impossible to trace.
As the casino team mentioned to me:
When the user contacted us, we immediately contacted our payment system with this question and of course received the answer that there was no payment. The user did not immediately provide us with the RNN number of the payment. At the moment it is impossible to check it, this account is long gone.
I understand your frustration regarding the situation from a user experience perspective. However, the fact that you didn't reach out to the casino team on the same day this issue occurred has made it impossible to trace the transaction, thereby preventing the casino from refunding any funds that they cannot confirm as received.
It is crucial that you contact the casino team on the same day any issue with payments occurs and not let it "sit" for 2 or more days.
Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any other issues with this or any other casino and we will try our best to help.
Best Regards,
Michal
Casino Guru
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