Dragi Čad,
Hvala vam puno na podnošenju žalbe. Žao mi je što čujem vaš problem sa povlačenjem. Dozvolite mi da vam postavim nekoliko pitanja kako bih mogao u potpunosti razumjeti cijelu situaciju. Jeste li uspješno završili provjeru KYC-a? Je li vam to bio prvi zahtjev za povlačenje u ovoj kockarnici? Nadalje, možete li navesti koliko dana ste zatražili povlačenje?
Sasvim je uobičajeno za povlačenje, potrebno je nekoliko dana ili čak sedmica da se potpuno prerade. To znači da može proći neko vrijeme prije nego što se novac pojavi na vašem računu. No, vjerujem da ćemo vam moći pomoći u rješavanju ovog problema i dobiti vašu dobitku što je prije moguće. Radujemo se što ćemo vam se javiti.
Srdačan pozdrav,
Petronela
Dear Chad,
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you completed KYC verification successfully? Was this your first withdrawal request in this casino? Furthermore, could you please specify how many days ago you have requested the withdrawal?
It’s quite usual for withdrawal, to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. However, I believe we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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