Osvojio sam 400 € na RoialGame-u i zatražio povlačenje. Nekoliko dana kasnije, obavestio sam kazino da imam problema sa zavisnošću od kockanja i zatražio da mi zatvore nalog.
U ćaskanju uživo, rečeno mi je da ne mogu direktno da zatvore moj nalog, ali da mogu da pošaljem imejl da zatražim zatvaranje. Međutim, takođe su me obavestili da će, ako nastavim sa zatvaranjem računa, sva sredstva biti izgubljena.
Uprkos tome, poslao sam im imejl sa zahtevom za povlačenje zajedno sa zatvaranjem mog naloga. Moj nalog je sada blokiran, ali nisam dobio svojih 400 €, čak ni nakon što sam čekao više od nedelju dana.
Kad god pokušam da kontaktiram njihovu podršku putem ćaskanja uživo ili mejla, oni odgovaraju da nemaju tačne informacije o tome šta se dešava i da je moj slučaj prosleđen odgovarajućem odeljenju. Međutim, rešenje nije dato.
Koraci preduzeti za rešavanje:
Kontaktirao je podršku za ćaskanje uživo i savetovao mi je da pošalje e-poštu.
Poslao sam imejl sa zahtevom za povlačenje i zatvaranje naloga.
Pratili smo više puta putem ćaskanja uživo i e-pošte, ali su dobili samo nejasne odgovore bez rešenja.
Smatram da je ovo nepravedno i ljubazno tražim vašu pomoć u rešavanju ovog pitanja i obezbeđivanju da RoialGame obradi moje povlačenje.
I won €400 at RoyalGame and requested a withdrawal. A few days later, I informed the casino that I was experiencing issues with gambling addiction and requested that they close my account.
On live chat, I was told that they could not close my account directly but that I could send an email to request closure. However, they also informed me that if I proceeded with account closure, all my funds would be lost.
Despite this, I sent them an email requesting my withdrawal along with the closure of my account. My account has now been blocked, but I have not received my €400, even after waiting for more than a week.
Whenever I try to contact their support via live chat or email, they respond that they do not have exact information on what is happening and that my case has been forwarded to the appropriate department. However, no resolution has been provided.
Steps Taken to Resolve:
Contacted live chat support and was advised to send an email.
Sent an email requesting my withdrawal and account closure.
Followed up multiple times via live chat and email, but only received vague responses with no resolution.
I believe this is unfair, and I kindly request your help in resolving this matter and ensuring that RoyalGame processes my withdrawal.
Automatski prevedeno:
