Zdravo CasinoDino , drago mi je!
Zovem se Matej i pomagaću vam u ovom slučaju. Daću sve od sebe da vam pomognem da rešite ovaj problem što je pre moguće. Pregledao sam vaše dokaze, i samo da bih se uverio da razumem celu situaciju - 600€ u pitanju - da li je to vaš depozit uplaćen 06/03, ili ukupni bilans do datuma kada je vaš račun konačno zatvoren?
U međuvremenu, želim da pozovem predstavnika RoboCat kazina da se pridruži razgovoru i učestvuje u istrazi ovog slučaja. Možete li možda dati dodatne informacije u vezi sa problemom konfiskacije stanja igrača koji je morao da se samoisključi zbog problema sa kockanjem i razjasnite situaciju?
Takvo pravilo je u suprotnosti sa našim Kodeksom za pošteno kockanje , stoga bih preporučio ne samo da vratite igraču na saldo, već i da razmislite o brisanju ovog dela ugovora o T&C-u.
Hvala vam unapred na strpljenju i saradnji.
Hello CasinoDino, nice to meet you!
My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. I have reviewed your evidence, and just to make sure I understand the whole situation - the 600€ in question - is it your deposit made on 06/03, or overall balance by the date your account got finally closed?
Meanwhile, I’d like to invite a representative of RoboCat Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with confiscating the balance of the player who needed to self-exclude due to the gambling problem and clarify the situation?
Such rule goes against our Fair gambling Codex, therefore I would recommend not only to refund the player's balance, but also considering deleting this part of the T&C agreement.
Thank you for your patience and cooperation in advance.
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