Dugogodišnji sam kupac Spin kazina i deponovao sam preko 15.000 € na svoj račun. Nedavno sam osvojio 18.000 evra, a ubrzo nakon toga, moj nalog je zaključan bez ikakvog prethodnog obaveštenja ili jasnog objašnjenja.
Kontaktirao sam njihovu podršku putem ćaskanja uživo i razgovarao sa predstavnikom po imenu Nadin. Tokom ovog razgovora obavešten sam da je moj nalog zatvoren po nahođenju uprave. Uprkos višestrukim pokušajima da razjasnim razloge zatvaranja i status mog preostalog bilansa (14.000 evra), nisam dobio zadovoljavajuće odgovore. Nadin nije mogla da pruži bilo kakve detalje ili da me uputi na nekoga ko bi mi mogao dalje pomoći. Umesto toga, rečeno mi je da sačekam kontakt njihovog operativnog tima, što tek treba da se desi.
Odeljak 2: Kako sam bio pogođen
Ova situacija mi je izazvala značajnu nevolju i neprijatnost. Kao lojalan kupac koji je uložio znatne količine novca u Spin kazino, osećam se izdanim i nepravedno tretiranim. Nedostatak transparentnosti i komunikacije u vezi sa statusom mog naloga i dobitaka je neprihvatljiv.
Naglo zatvaranje mog računa i zadržavanje mojih sredstava nisu uticali na mene samo finansijski već i emocionalno. Proveo sam dosta vremena i truda pokušavajući da rešim ovaj problem preko njihovih kanala podrške bez ikakvog napretka. Ovo je poremetilo moje finansijsko planiranje i izazvalo nepotreban stres i anksioznost.
Šta bih želeo da Spin kazino uradi da reši problem
Da bih rešio ovaj problem, zahtevam sledeće radnje od Spin kazina:
Trenutačno ponovno otvaranje mog naloga: Želeo bih da se moj nalog ponovo otvori kako bih mogao da pristupim svojim sredstvima i nastavim da igram ako to odlučim.
Potpuna isplata mog dobitka: Zahtevam trenutnu isplatu mog preostalog iznosa od €14,000, koji je bio na mom računu pre nego što je zaključan.
Jasna komunikacija i transparentnost: Očekujem detaljno objašnjenje za zatvaranje mog naloga i garanciju da se takvi incidenti neće ponoviti u budućnosti.
Kontakt sa menadžmentom: Zahtevam da razgovaram sa članom menadžerskog tima ili pravnog odeljenja kako bismo razgovarali o ovom pitanju i osigurali da se moje zabrinutosti adresiraju na adekvatan način.
Neuspeh da brzo rešim ova pitanja će me primorati da dalje eskaliram ovu žalbu, uključujući, ali ne ograničavajući se na prijavljivanje relevantnim regulatornim organima za kockanje i traženje pravnog saveta.
Hvala vam na pažnji prema ovom pitanju. Radujem se brzom i poštenom rešenju.
I have been a long-time customer of Spin Casino and have deposited over €15,000 into my account. Recently, I won €18,000, and shortly after this, my account was locked without any prior notice or clear explanation.
I contacted their support via live chat and spoke with a representative named Nadine. During this conversation, I was informed that my account had been closed at the management's discretion. Despite multiple attempts to get clarity on the reasons behind the closure and the status of my remaining balance (€14,000), I received no satisfactory responses. Nadine was unable to provide any details or direct me to someone who could assist me further. Instead, I was told to await contact from their Operations Team, which has yet to happen.
Section 2: How I Was Affected
This situation has caused me significant distress and inconvenience. As a loyal customer who has invested substantial amounts of money into Spin Casino, I feel betrayed and unjustly treated. The lack of transparency and communication regarding the status of my account and winnings is unacceptable.
The abrupt closure of my account and the withholding of my funds have not only impacted me financially but also emotionally. I have spent considerable time and effort trying to resolve this issue through their support channels without any progress. This has disrupted my financial planning and caused unnecessary stress and anxiety.
What I Would Like Spin Casino to Do to Resolve the Issue
To resolve this issue, I request the following actions from Spin Casino:
Immediate Reopening of My Account: I would like my account to be reopened so that I can access my funds and continue playing if I choose to.
Full Payment of My Winnings: I demand the immediate payout of my remaining balance of €14,000, which was in my account before it was locked.
Clear Communication and Transparency: I expect a detailed explanation for the closure of my account and assurance that such incidents will not recur in the future.
Contact from Management: I request to speak with a member of the management team or the legal department to discuss the matter and ensure my concerns are addressed adequately.
Failure to resolve these issues promptly will compel me to escalate this complaint further, including but not limited to reporting to the relevant gambling regulatory authorities and seeking legal advice.
Thank you for your attention to this matter. I look forward to a prompt and fair resolution.
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