Draga Vanillagorilla22,
Hvala vam puno što ste podneli ovu žalbu. Žao mi je što čujem za vaš problem. Dozvolite mi da vam postavim nekoliko pitanja kako bih se uverio da potpuno razumem vašu situaciju.
Možete li mi poslati snimak ekrana vaše istorije transakcija koji pokazuje bonuse koje ste aktivirali otkako ste počeli da igrate u ovom kazinu?
Možete li da navedete kada ste tačno iskoristili svoj prvi besplatni bonus za čip? Da li ste prestali da igrate u ovom kazinu nakon što ništa niste osvojili, a zatim se vratili tek nakon što vam je predstavnik kazina ponudio još jedan besplatni žeton? Da li ste od tada igrali sa nekim drugim besplatnim čipom ili bonusom bez depozita?
Da li ste uplatili neki depozit u ovaj kazino?
Da li ste bili u kontaktu sa predstavnikom kazina Morganom od kada su vaši dobici poništeni?
Možete li ljubazno potvrditi da li ste prošli punu KIC verifikaciju?
Vaša saradnja u pružanju ovih detalja će nam pomoći da istražimo i radimo na rešenju.
Nadam se da ćemo moći da vam pomognemo da rešite ovaj problem što je pre moguće.
Hvala unapred na odgovoru.
Srdačan pozdrav
Veronika
Dear Vanillagorilla22,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to ensure I understand your situation completely.
Could you please send me a screenshot of your transaction history showing the bonuses you activated since you started playing at this casino?
Could you specify when exactly you redeemed your first free chip bonus? Did you stop playing at this casino after you did not win anything and then come back only after the casino representative offered you another free chip? Have you played with any other free chip or no-deposit bonus since then?
Have you made any deposits into this casino?
Have you been in touch with the casino representative Morgan since your winnings were voided?
Could you kindly confirm if you passed the full KYC verification?
Your cooperation in providing these details will help us investigate and work toward a resolution.
I hope we will be able to help you resolve this issue as soon as possible.
Thank you in advance for your reply.
Best regards
Veronika
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