Poštovani Natav,
Dragi kazino guru,
Prvo, dozvolite mi da vam kažem da nam je zaista žao što čujemo za ovaj problem na koji ste naišli u našem kazinu.
Zbog pogrešne komunikacije, ova situacija je izgleda preterala i trebalo je brže da se reši.
Kao što je objašnjeno na početku, i kao što ste videli u T&C, povlačenje treba da bude 20 puta više od depozita. Uplatili ste 20 €, a zatim povukli 400 €. U ovom trenutku, imali ste stanje od 897,72€, ali ste ipak odlučili da nastavite sa deponovanjem. Ovo je razlog zašto se zakomplikovalo.
Morate da shvatite da kada je preostalo stanje i igrači uplate nove depozite na njega, saldo se meša i da je teško(er) pratiti koji novac dolazi iz kog depozita. I zato su se agenti za podršku zbunili u načinu postupanja u ovoj situaciji.
Kako je stvar eskalirala, pokrenula se istraga na vašem nalogu i imali smo sumnju na prevaru zbog nekoliko različitih naloga koji koriste istu IP adresu kao i vi. Tokom ove istrage, vaš nalog je zamrznut i zahtev za povlačenje je bio na čekanju.
U svakom slučaju, pošto ste deponovali ukupno 205 €, zaista ste imali pravo da podnesete zahtev za povlačenje od 1500 €.
I rado ćemo nastaviti sa plaćanjem, u zamenu za uklanjanje žalbe ovde.
Još jednom, veoma nam je žao zbog neprijatnosti i uveravamo vas da je izvršeno prilagođavanje sa agentima kako se ova situacija više ne bi ponovila.
Ostajemo vam na usluzi za dalje informacije i nadamo se da će žalba uskoro biti rešena.
Srdačan pozdrav,
Plaizak Team
Dear Natav,
Dear Casino Guru,
First, let me tell you that we are really sorry to hear about this issue you encountered on our casino.
Due to miscommunication, this situation seems to have got out of all proportion and should've been solved faster.
As explained in the beginning, and as you saw in the T&C, the withdrawal needs to be 20x the deposit. You made a deposit of 20 € and then a withdrawal of 400€. At this point, you had an 897.72€ balance, yet you decided to keep depositing. This is the reason it got complicated.
You have to understand that when there's a balance left and players make new deposits on top of it, the balance gets mixed up and it's hard(er) to keep track of which money comes from which deposit. And this is why the support agents got confused in the way of handling this situation.
As the matter got escalated, an investigation happened on your account and we had a fraud suspicion due to several different accounts using the same IP as you. During this investigation, your account was frozen and the withdrawal request was pending.
Anyways, as you deposited a total of 205€, you were indeed entitled to make your 1500€ withdrawal request.
And we will be happy to proceed with the payment, in return for the removal of the complaint here.
Again, we are very sorry for the inconvenience and we assure you that an adjustment has been made with the agents to avoid this situation from happening again.
We remain at your service for further information and hope the complaint will be solved shortly.
Best regards,
Playzax Team
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