Dragi edward14,
Hvala vam što ste podnijeli žalbu. Prvo, dozvolite mi da vam čestitam na sjajnoj pobjedi.
Molimo vas da shvatite da je uobičajena procedura za kazina da revidiraju račune igrača, posebno nakon što skupe znatne dobitke. Iz našeg iskustva može potrajati 14 dana, ali svaki je casino drugačiji i ima svoju proceduru koju treba poštivati. Zato igračima savjetujemo strpljenje i potpunu suradnju s kasinom.
Ne preostaje nam druga opcija sada samo da sačekamo da kazino dovrši istragu. Postavit ću tajmer na 14 dana i javit ćemo se s vama početkom juna.
U međuvremenu, ako ste kojim slučajem sačuvali čitavu istoriju igara u Excel formatu, proslijedite je na petronela.k@casino.guru .
Ako do tada ne bude razvoja, mi ćemo intervenirati. Volio bih da mogu biti od veće pomoći. Unaprijed zahvaljujem na strpljenju.
Srdačan pozdrav,
Petronela
Dear edward14,
Thank you very much for submitting your complaint. Foremost, allow me to congratulate you on your great win.
Please understand that it is a common procedure for casinos to audit players’ accounts, particularly, after accumulating a substantial win. From our experience, it may take 14 days, but every casino is different and has its own procedure which needs to be followed. That’s why we advise players to be patient and fully cooperate with the casino.
We are left with no other option now just to wait for the casino to complete their investigation. I will set the timer for 14 days and check back with you at the beginning of June.
Meanwhile, if you have saved, by any chance, the entire game history in Excel format, please forward it to petronela.k@casino.guru.
If there’s no development by then, we will intervene. I wish I could be of more help. Thank you in advance for your patience.
Best regards,
Petronela
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