Dragi javet6ias0,
Hvala na dodatnim informacijama.
Nažalost, sa žaljenjem vas obaveštavamo da nismo u mogućnosti da vam dodatno pomognemo u vezi sa žalbom. Thunderpick Casino nije odgovorio na žalbe na našoj platformi, a u prošlosti nisu pružili dovoljno dokaza u 2 slična slučaja . S obzirom na njihovu nesaradnju, označićemo vašu žalbu kao nerešenu, što će uticati na njihovu bezbednosnu ocenu.
Štaviše, Thunderpick radi bez važeće licence, tako da ne postoji regulatorni organ na koji vas možemo uputiti. Međutim, kazino je zatražio da se sve žalbe pošalju direktno njihovom timu za korisničku podršku na service@cs.thunderpick.io , sa mogućnošću eskalacije predmeta supervizoru korisničke službe ako je potrebno.
19.2 Radije rešavamo sporove interno u skladu sa gorenavedenom procedurom. Ako niste zadovoljni rešenjem svoje žalbe, takođe možete da uputite žalbu Kancelariji za rešavanje sporova (DRO). Žalbe se moraju podneti najmanje sedam dana, a najkasnije šest meseci od dana kada je predmet prigovora prvi put nastao. Da biste kontaktirali DRO, kliknite OVDE .
Iskreno nam je žao što u ovoj situaciji ne možemo učiniti više. Preporučujemo da direktno kontaktirate Thunderpick kako je navedeno u njihovim uslovima i da eskalirate svoju žalbu ako je potrebno.
Želimo vam puno sreće i nadamo se da ćete uspeti da rešite ovaj problem.
Srdačan pozdrav,
Petronela
Casino Guru Tim za rešavanje žalbi
Dear javet6yas0,
Thank you for the additional information.
Unfortunately, we regret to inform you that we are unable to assist further with your complaint. Thunderpick Casino has not responded to complaints on our platform, and in the past, they have failed to provide sufficient evidence in 2 similar cases. Given their lack of cooperation, we will mark your complaint as unresolved, which will impact their safety rating.
Furthermore, Thunderpick operates without a valid license, so there is no regulatory authority we can direct you to. However, the casino has requested that any complaints be sent directly to their customer service team at service@cs.thunderpick.io, with the option to escalate the matter to a Customer Service Supervisor if needed.
19.2 We prefer to deal with disputes internally in accordance with the above procedure. If you are not satisfied with the resolution of your complaint, you can also direct your complaint to the Dispute Resolution Office (DRO). Complaints must be submitted not less than seven days and not more than six months after the date on which the subject of the complaint first arose. To contact the DRO, Click HERE.
We are truly sorry that we cannot do more in this situation. We recommend contacting Thunderpick directly as outlined in their terms and escalating your complaint if necessary.
We wish you the best of luck and hope you are able to resolve this matter.
Best regards,
Petronela
Casino Guru Complaint Resolution Team
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