Dragi Harsheet99,
Nedavno sam bio u kontaktu sa predstavnikom kazina, ali nemam dobre vesti.
Dobili smo informaciju da ne mogu da dele nikakve informacije u vezi sa igračima, niti detalje o aktivnostima igrača ili detalje o internim procesima sa trećom stranom, tako da ne možemo da nastavimo sa rešavanjem ove žalbe i primorani smo da je zatvorimo kao „nerešenu", što će uticati na rejting kazina na negativan način. Nažalost, nismo u mogućnosti da nateramo kazino da sarađuje u rešavanju pritužbi, a oni verovatno ne žele ili ne mogu da nam dostave potrebne podatke zbog svoje stroge interne politike i GDPR-a. Ne može se mnogo postići bez saradnje sa kazino.
Međutim, smanjenje rejtinga uzrokovano nerešenim žalbama moglo bi pomoći da se promeni pristup kazina. Ako kazino odluči da reaguje, ponovo ćemo otvoriti žalbu i bićete obavešteni putem e-pošte.
Ako smatrate da želite da podnesete ovu žalbu dalje, možete kontaktirati Upravu za igre na sreću Curacao ( _KSKSKSKSKS_0@email.kkkkk ) i podnijeti im žalbu. To je prilično pasivno telo za licenciranje, ali može imati više opcija i alata za pomoć igračima.
U slučaju bilo kakvih pitanja ili dobijanja rezultata regulatorne istrage, ne oklevajte da me kontaktirate na _KSKSKSKSKS_1@email.kkkkk .
Mogu samo da vam preporučim da birate kazina prema njihovim recenzijama i ocenama u budućnosti kako biste izbegli ovakve situacije. Voleo bih da mogu biti od veće pomoći. Iskreno se nadam da se više nećete susresti sa ovakvim problemom.
Srdačan pozdrav,
Branislav, Kazino.Guru
Dear Harsheet99,
I was in contact with the casino representative recently, but I do not have good news.
We have been provided with the information that they cannot share any players-related information, nor players' activity details or internal processes details with 3rd party, so we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way. Unfortunately, we are not able to force the casino to cooperate in resolving the complaints, and they likely do not want or cannot provide us with the necessary data due to its strict internal policy and GDPR. There is not much that can be achieved without cooperation from the casino's side.
However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.
If you feel you want to take this complaint further you can contact the Curacao Gaming Authority (info@gaming-curacao.com) and submit a complaint to them. It is rather a passive licensing authority but it may have more options and tools to help players.
In case of any questions or receive the results of the regulator's investigation, do not hesitate to contact me at branislav.b@casino.guru.
I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I wish I could be of more help. I sincerely hope you will not come across a problem like this again.
Best regards,
Branislav, Casino.Guru
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