Poštovani Embolo1990,
Hvala vam puno što ste podneli žalbu.
Žao mi je što čujem za izazove sa kojima se suočavate u procesu verifikacije i kašnjenja u pristupu vašim sredstvima. Da bismo bolje razumeli vašu situaciju i pomogli vam da rešite ovaj problem, molimo vas za neke dodatne informacije:
- Koje ste konkretne dokumente do sada podneli (npr. dokaz identiteta, dokaz adrese, proveru načina plaćanja)?
- Da li ste dobili neka obaveštenja ili poruke u kojima se objašnjava zašto su određeni dokumenti odbijeni ili zašto su potrebni dodatni dokumenti? Ako jeste, možete li podeliti te detalje?
- Možete li da dostavite snimke ekrana ili kopije e-poruka ili obaveštenja koja ste dobili od kazina u vezi sa vašim statusom verifikacije?
- Da li ste uspeli da kontaktirate tim za podršku kazina? Ako jeste, kakvi su bili njihovi odgovori ili objašnjenja za kašnjenja?
Ako imate bilo kakvu relevantnu komunikaciju ili dokumente, slobodno ih prosledite petronela.k@casino.guru . Ovi detalji će nam pomoći da efikasno predstavimo vaš slučaj kazinu i radimo na rešenju.
Vaša saradnja je ključna za nas da nastavimo sa slučajem. Bez vašeg doprinosa i pratećih dokaza, nećemo moći efikasno da rešimo problem sa kazinom 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 Embolo1990,
Thank you very much for submitting your complaint.
I’m sorry to hear about the challenges you’re facing with the verification process and the delays in accessing your funds. To better understand your situation and assist you in resolving this issue, we kindly ask for some additional information:
- What specific documents have you submitted so far (e.g., proof of identity, proof of address, payment method verification)?
- Have you received any notifications or messages explaining why certain documents were rejected or why additional documents are required? If so, could you share those details?
- Could you provide screenshots or copies of emails or notifications you’ve received from the casino regarding your verification status?
- Have you been able to contact the casino’s support team? If yes, what were their responses or explanations for the delays?
If you have any relevant communication or documents, please feel free to forward them to petronela.k@casino.guru. These details will help us present your case effectively to the casino and work towards a resolution.
Your cooperation is crucial for us to proceed with the case. Without your input and the supporting evidence, we won’t be able to address the issue effectively with the casino 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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