Dragi Uschi,
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 gotovo da nema uticaja - igrač može ponovo da otvori nalog u bilo kom trenutku, a kazino nema obavezu da zaštiti igrača.
Ako igrač uspešno izvrši samoisključivanje, kazino se slaže da neće otvoriti ovaj nalog, ili ako da, samo pod određenim okolnostima.
U komunikaciji koju ste dali nije naveden razlog za zatvaranje naloga.
- Možete li da navedete razlog za zatvaranje naloga?
- Da li ste već zatražili povraćaj sredstava od kazino podrške? Da li ste dobili neki odgovor?
Hvala vam unapred na odgovoru i saradnji.
Srdačan pozdrav,
Tomas
Dear Uschi,
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 protect the player.
If a player successfully makes a self-exclusion, the casino agrees not to open this account, or if yes, only under particular circumstances.
In the communication you provided there is no reason given for the account closure.
- Could you please specify the reason for closing your account?
- Have you requested a refund from casino support already? Have you received any response?
Thank you very much in advance for your reply and cooperation.
Best regards,
Tomas
Izmenjeno od strane Casino Guru administratora
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