Dragi Tekodi,
Hvala vam puno što ste podneli žalbu. Veoma mi je žao što čujem za vaše negativno iskustvo. Prvo, želeo bih da vam objasnim koja je razlika između zatvaranja naloga i samoisključenja:
Zatvaranje naloga je jednostavno i nema skoro nikakav uticaj - igrač može ponovo da otvori nalog u bilo kom trenutku, a kazino nema nikakvu obavezu prema igraču.
S druge strane, samoisključivanje to čini. Ako igrač uspešno izvrši samoisključivanje, kazino se slaže da neće otvoriti ovaj nalog ili ako da samo pod određenim okolnostima (nakon perioda hlađenja, a to se ne može učiniti za igrače koji su zavisni/sa problemom sa kockanjem).
Možete li mi, molim vas, poslati snimke ekrana sa vašeg ćaskanja sa jasno vidljivim datumom i vremenom vašeg zahteva? Ako takođe imate bilo kakve e-poruke sa zahtevom za zatvaranje naloga, prosledite mi ih. Moja adresa e-pošte je veronika.l@casino.guru .
Hvala vam puno unapred.
Srdačan pozdrav,
Veronika
Dear Tekodi,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:
Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.
On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with a gambling problem).
Could you please send me the screenshots from your chat with the date and time of your request clearly visible? If you have any emails with your account closure request as well, please forward them to me. My email address is veronika.l@casino.guru.
Thank you very much in advance.
Best regards,
Veronika
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