Draga ellie74020,
Pregledao sam vašu e-poštu, ali nisam siguran u vezi sa statusom vaših kvalifikovanih povlačenja. Nejasno je da li su vam zaista uspešno poslate ili su vraćene na vaš balans. Da bi se razjasnila ova situacija, bilo bi od suštinskog značaja da dobijete informacije od kazino tima. Nažalost, uprkos brojnim pokušajima da se obratim, nisam dobio odgovor od njih. Ovo značajno otežava našu sposobnost da vam pružimo dalju pomoć, i moram da izrazim svoju nesposobnost da ponudim bilo kakvu pomoć u ovom trenutku.
Označiću žalbu kao „nerešenu" u našem sistemu. Razumem da ovo nije zadovoljavajuće rešenje za vaš problem. Međutim, smanjenje rejtinga uzrokovano nerešenim žalbama može pomoći da se promeni pristup kazina. Ako kazino odluči da reaguje, ponovo ćemo otvoriti žalbu i bićete obavešteni putem e-pošte. Iako Uprava za licenciranje kazina – Kontrolni odbor za igre na sreću Curacao | Casino Guru trenutno ne rešava žalbe, planiraju da sprovedu proceduru za to u bliskoj budućnosti. Možda bi im ipak bilo vredno podneti žalbu. Dostupan je obrazac za kontakt , gde se navodi da ako podnosite žalbu obavezno navedete ime operatera, pa vas molimo da to uradite. Bio bih vam zahvalan ako biste me obavestili o njihovom odgovoru na michal.k@casino.guru , jer će nam to pomoći u praćenju vašeg slučaja. Žao mi je što ovom prilikom nisam mogao biti od veće pomoći.
Srdačan pozdrav,
Michal
Casino Guru
Dear ellie74020,
I have reviewed your email, but I find myself uncertain about the status of your eligible withdrawals. It is unclear whether they have really been successfully sent to you or if they have been returned to your balance. To clarify this situation, it would be essential to obtain information from the casino team. Unfortunately, despite my numerous attempts to reach out, I have not received a response from them. This significantly hinders our capacity to provide you with further assistance, and I must express my inability to offer any help at this time.
I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. Although the casino Licensing Authority – Curaçao Gaming Control Board | Casino Guru currently does not handle complaints, they plan to implement a procedure for this in the near future. It may still be worth submitting a complaint to them. There is a contact form available, where it is mentioned that if you are submitting a complaint you should make sure to include the name of the operator, so please do so. I would appreciate it if you could inform me of their response at michal.k@casino.guru, as this will assist us in monitoring your case. I am sorry I could not be of more help on this occasion.
Best regards,
Michal
Casino Guru
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