Dragi Thorsten67,
Hvala vam puno što ste podneli žalbu. Žao mi je što čujem za vaše negativno iskustvo sa RoboCat kazinom.
Dozvolite mi da vam postavim nekoliko pitanja kako bih bolje razumeo situaciju.
- Možete li da nam kažete da li je vaš nalog blokiran ili vam je još uvek dostupan?
- Da li ste pokušali da kontaktirate podršku nakon što ste saznali da vaš zahtev za samoisključivanje nije odobren?
- Možete li da podelite sa mnom svoje zahteve za samoisključivanje? Molimo podelite informacije na moju e-poštu na tomas@casino.guru
- Da li je kazino već odgovorio na vaš zahtev za povraćaj novca? Šta je kazino odgovorio?
Preporučio bih vam da pošaljete još jedan zahtev, ali ovaj put me uključite u kopiju svoje e-pošte.
Prilikom podnošenja zahteva za samoisključivanje, jasno navedite razlog za deaktivaciju naloga i navedite period. Pored toga, tema e-pošte treba da bude označena i lako prepoznatljiva, pošto kazino podrška prima mnogo zahteva dnevno. Ako je označeno vidljivo, imaćete veće šanse da vaš zahtev bude odobren što je pre moguće.
Primer:
Naslov e-pošte: Samoisključivanje:
Podaci o igraču:
ime:
prezime:
Datum rođenja:
Prijava u kazino:
Adresa e-pošte:
„Pozdrav RoboCat Casino podrška,
Pišem da vas obavestim da želim da budem odmah isključen iz ovog kazina i da trajno primam marketinški materijal u vezi sa kockanjem.
Razlog moje odluke je taj što imam problema sa kockanjem.
Potvrđujem da mi neće biti dozvoljeno da poništim svoje samoisključivanje tokom ovog perioda i da se samoisključenje ne može ukinuti pre isteka dogovorenog perioda."
Molimo pošaljite drugu e-poštu na support@robocat.com (možete me uključiti u kopiju na tomas@casino.guru ) i obaveštavajte me o svim daljim dešavanjima.
U međuvremenu, pogledajte druge resurse i informacije u našem vodiču za odgovorno kockanje koji se nalazi ovde: https://casino.guru/responsible-gambling-guide
Nadam se da ćemo moći da vam pomognemo da rešite ovaj problem što je pre moguće. Hvala vam unapred na odgovoru.
Srdačan pozdrav,
Tomas
Imajte na umu da Casino.Guru nikada neće tražiti bilo kakve uplate niti tražiti pristup vašim nalozima . Ako neko tvrdi da je Casino.Guru osoblje i traži takve radnje, nemojte davati nikakve informacije .
Jedini legitiman način na koji ćemo vas kontaktirati je putem ove zvanične platforme za žalbe ili putem e-mail adresa navedenih u vašoj niti za žalbe.
Budite oprezni i kontaktirajte nas direktno ako imate bilo kakvih nedoumica.
Dear Thorsten67,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with RoboCat Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Could you please advise whether your account has been blocked or if it is still accessible to you?
- Have you tried contacting support after you learned your self-exclusion request wasn't granted?
- Could you please share your self-exclusion requests with me? Please share the information to my email at tomas@casino.guru
- Has the casino responded to your refund request already? What did the casino reply?
I would recommend that you send another request, but this time, include me in the copy of your email.
When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.
Example:
Email subject: Self-exclusion:
Player’s info:
First name:
Last name:
Date of birth:
Casino login:
Email address:
"Greetings RoboCat Casino Support,
I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.
The reason for my decision is that I am suffering from gambling problems.
I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."
Please send another email to support@robocat.com (you can include me in the copy at tomas@casino.guru) and keep me informed about any further developments.
In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.
The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.
Stay cautious and contact us directly if you have any doubts.
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