Zdravo, lotusbinch,
Žao mi je što čujem za vašu nevolju i izvinjavam se zbog kašnjenja. Kontaktiraću kazino i potrudiću se da rešim problem što je pre moguće. Sada bih želeo da pozovem predstavnika kazina da se pridruži ovom razgovoru i učestvuje u rešavanju ove žalbe.
Dragi timu Snai kazina ,
Možete li, molim vas, detaljnije da objasnite situaciju igrača? Šta je razlog za tako dugu suspenziju naloga i istragu? Možete li da podelite više detalja sa nama? Šta se dešava i koje korake igrač može da preduzme da deblokira nalog i/ili podigne svoj dobitak, ili da ubrza proces?
Kazino je u suštini obavestio korisnika da će zadržati njegova sporna sredstva pola godine, bez daljeg pojašnjenja.
Ako govorimo o kršenju Uslova i odredbi kazina, da li je kazino u stanju da potkrepi svoje tvrdnje i odluku relevantnim dokazima?
Ako je potrebno ili ako Vam više odgovara, slobodno pošaljite potrebne dokaze na moju imejl adresu ( branislav.b@casino.guru ).
Hello, lottusbinch,
I am sorry to hear about your trouble and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.
Dear Snai Casino team,
Could you please explain the player's situation in more detail? What is the reason for such a long account suspension and investigation? Can you share more details with us? What is going on, and what steps could the player take to unblock the account and/or withdraw his winnings, or speed up the process?
The casino basically informed the user that it would keep his disputed funds for half a year, without further clarification.
If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?
If needed or if it suits you better, feel free to send the necessary evidence to my email address (branislav.b@casino.guru).
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