Dragi ruvhy1987 ,
Kao što je predstavnik kazina prethodno napomenuo, odbili su da podele bilo kakve dodatne informacije u vezi sa vašim slučajem. Uprkos mojim naporima da razjasnim ponovljene zahteve za novim dokumentima, nedostatak saradnje kazina značajno je ograničio ono što se može postići u ovoj fazi.
S obzirom na trenutne okolnosti, nastaviću da obeležavam žalbu kao nerešenu u našem sistemu. Razumem da ovo nije rešenje koje ste očekivali i žao mi je što nismo mogli da postignemo zadovoljavajući ishod.
Uz to rečeno, nerešene žalbe utiču na ukupnu ocenu kazina, što može uticati na njihov pristup u budućnosti. Ukoliko kazino odluči da se dalje angažuje ili pruži dodatne informacije, odmah ćemo ponovo otvoriti žalbu i obavestiti vas putem e-pošte.
U međuvremenu, preporučujem da kontaktirate Maltešku upravu za igre na sreću (MGA) i podnesete žalbu putem njihove veb stranice na https://www.mga.org.mt/player-hub/lodge-a-complaint/ . Uprava za igre na sreću ima više opcija i alata za pomoć igračima.
Više informacija o tome kako pravilno podneti žalbu regulatoru možete pronaći na https://casino.guru/submitting-complaints-to-regulators .
Molim vas, obavestite me ako vam je potrebna pomoć pri podnošenju žalbe ili ako dobijete odgovor od regulatora tako što ćete mi poslati imejl na adresu jakub.m@casino.guru .
Žao mi je što nisam mogao biti od veće pomoći ovom prilikom.
Srdačan pozdrav,
Kubo
Dear ruvhy1987,
As previously mentioned by the casino representative, they have declined to share any further information regarding your case. Despite my efforts to clarify the repeated requests for new documents, the lack of cooperation from the casino has significantly limited what can be achieved at this stage.
Given the current circumstances, I will proceed to mark the complaint as unresolved in our system. I understand this is not the resolution you were hoping for, and I regret that we couldn’t reach a more satisfactory outcome.
That said, unresolved complaints do impact the casino's overall rating, which may influence their approach moving forward. Should the casino choose to engage further or provide additional information, we will promptly reopen the complaint and notify you via email.
In the meantime, I recommend contacting the Malta Gaming Authority (MGA) and submitting a complaint through their website at https://www.mga.org.mt/player-hub/lodge-a-complaint/. The Gaming Authority has more options and tools to assist players.
You can find more information on how to properly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators.
Please let me know if you need help with submitting the complaint or if you receive a response from the regulator by emailing me at jakub.m@casino.guru.
I am sorry I could not be of more help on this occasion.
Best Regards,
Kubo
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