Dragi Gregg,
Hvala vam puno što ste podneli žalbu. Žao mi je što čujem za poteškoće koje ste imali sa kazinom.
Da biste bolje razumeli situaciju i pomogli vam da rešite ovaj problem, možete li nam dati više detalja o sledećem:
- Da li ste znali za stari nalog kada ste kreirali novi?
- Da li je kazino pružio bilo kakve konkretne dokaze ili detalje o tome zašto je vaše povlačenje odbijeno?
- Da li ste koristili neke bonuse ili promocije na novom nalogu dok ste igrali? Ako jeste, da li su uz njih postojali neki uslovi ili uslovi za klađenje?
- Da li ste pokušali da komunicirate sa kazinom u vezi sa ovim pitanjem, i ako jeste, kakav je bio njihov odgovor?
Ako imate dodatne e-poruke, snimke ekrana ili drugu relevantnu dokumentaciju, slobodno ih prosledite petronela.k@casino.guru tako da ih možemo detaljno pregledati.
Vaša saradnja je od vitalnog značaja za nas da nastavimo sa slučajem. Bez dodatnih detalja sa vaše strane, nećemo biti u mogućnosti da efikasno istražimo stvar niti da se zalažemo u vaše ime.
Nadam se da ćemo moći da vam pomognemo da rešite ovaj problem što je pre moguće.
Hvala unapred na odgovoru.
Srdačan pozdrav,
Petronela
Zbog povećanog obima pritužbi u ovo doba godine, molimo za strpljenje dok čekamo naše odgovore. Cilj nam je da objavimo svaku žalbu u roku od 48 sati od podnošenja, ali zadržavamo do 7 dana da odgovorimo na sve naknadne komentare. Pored toga, imajte na umu da će možda biti potrebno malo duže da vaša žalba bude dodeljena rešavaču, jer trenutno upravljamo sa preko 900 žalbi.
Vaše razumevanje je veoma cenjeno. Želimo vam ugodne praznike, a mi ćemo vam se javiti što je pre moguće.
Dear Gregg,
Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced with the casino.
To better understand the situation and assist you in resolving this issue, could you please provide more details about the following:
- Were you aware of the old account when you created the new one?
- Did the casino provide any specific evidence or details about why your withdrawal is being refused?
- Did you use any bonuses or promotions on the new account while playing? If so, were there any terms or wagering requirements attached to them?
- Have you attempted to communicate with the casino regarding this issue, and if so, what was their response?
If you have any additional emails, screenshots, or other relevant documentation, please feel free to forward them to petronela.k@casino.guru so we can review them thoroughly.
Your cooperation is vital for us to proceed with the case. Without further details from your side, we won’t be able to investigate the matter effectively or advocate on your behalf.
I hope we will be able to help you to resolve this issue as soon as possible.
Thank you in advance for your reply.
Best regards,
Petronela
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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