Dragi Duffi,
Hvala vam puno što ste podneli žalbu. Žao mi je što čujem za poteškoće na koje ste naišli u procesu verifikacije kazina i razumem frustraciju koju vam ova situacija mora da izazove.
Da bismo vam dodatno pomogli, možete li nam dati više informacija o sledećem:
- Da li je kazino dao neke alternative ili predloge za verifikaciju, s obzirom da je vaš pasoš istekao?
- Da li ste bili u mogućnosti da objasnite svoju situaciju njihovom timu za podršku, posebno o svojoj nemogućnosti da obnovite pasoš zbog svojih obaveza nege?
- Da li su vam jasno stavili do znanja da li postoji neki drugi oblik dokumentacije koji bi mogli da prihvate umesto vašeg pasoša ili vozačke dozvole koji je istekao?
Verujemo da bi kazina trebalo da budu fleksibilnija kada zahtevaju lična dokumenta, posebno u slučajevima kada se igrači suočavaju sa izuzetnim okolnostima. Vaša saradnja je ključna za nas da nastavimo sa ovim slučajem i da pomognemo u efikasnom rešavanju problema. Bez vašeg doprinosa, nećemo moći da posredujemo ili podstaknemo kazino da preispita svoju poziciju.
Ako imate bilo kakvu relevantnu komunikaciju iz kazina koju biste želeli da prosledite, slobodno je pošaljite petronela.k@casino.guru .
Nadam se da ćemo moći da vam pomognemo da rešite ovaj problem što je pre moguće.
Hvala unapred na odgovoru.
Srdačan pozdrav,
Petronela
Zbog izuzetno velikog obima pritužbi, molimo za strpljenje. Iako nastojimo da objavimo žalbe u roku od 48 sati, naknadni odgovori mogu da potraju i do 7 dana. Dodeljivanje vaše žalbe rešavaču takođe može da potraje duže, jer trenutno upravljamo sa blizu 1000 žalbi.
Hvala vam na razumevanju. Želimo vam divnu Novu 2025!
Dear Duffy,
Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve encountered with the casino's verification process, and I understand the frustration this situation must be causing you.
To assist you further, could you kindly provide more information on the following:
- Did the casino provide any alternatives or suggestions for verification, considering that your passport is expired?
- Have you been able to explain your situation to their support team, specifically about your inability to renew your passport due to your caregiving responsibilities?
- Have they made it clear if there is any other form of documentation they might accept in place of your expired passport or driving license?
We believe that casinos should be more flexible when requesting personal documents, especially in cases where players are facing exceptional circumstances. Your cooperation is crucial for us to proceed with this case and to help resolve the issue effectively. Without your input, we won’t be able to mediate or push the casino to reconsider their position.
If you have any relevant communication from the casino that you would like to forward, please feel free to send it to petronela.k@casino.guru.
I hope we will be able to help you resolve this issue as soon as possible.
Thank you in advance for your reply.
Best regards,
Petronela
Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.
Thank you for your understanding. Wishing you a wonderful New Year 2025!
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