Draga maine513,
Hvala vam puno što ste podneli ovu žalbu. Žao mi je što čujem za vaš problem. Dozvolite mi da vam postavim nekoliko pitanja da razjasnim vašu situaciju.
Ako sam dobro razumeo, prvobitno ste zahtevali samoisključivanje 4. avgusta, kada je kazino primenio period hlađenja od 24 sata. Možete li potvrditi da li je ovo tačno? Pored toga, da li ste spomenuli zabrinutost zbog zavisnosti od kockanja kada ste prvi put zahtevali ovo izuzimanje?
Imajte na umu da samoisključivanje ponekad može da potraje nekoliko radnih dana da se u potpunosti obradi, jer zahteva ručnu akciju predstavnika kazina. Smatramo da je ovaj vremenski okvir razuman da osiguramo da je vaš nalog pravilno zatvoren. Takođe, ako sam u pravu, izgleda da je tokom vašeg perioda hlađenja vaš račun bio zaključan zbog depozita. Pošto ste izrazili zabrinutost zbog kockanja, nisu uplaćeni novi depoziti kazinu.
Ako bilo koji od ovih detalja nije sasvim tačan, ili ako sam nešto propustio, obavestite me. Tu smo da osiguramo da se sa vašim iskustvom postupa pošteno i pažljivo.
Hvala vam još jednom što ste se obratili i nadam se da možemo zajedno da radimo na rešavanju ovog problema.
Srdačan pozdrav,
Veronika
Dear maine513,
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 clarify your situation.
If I understand correctly, you initially requested self-exclusion on August 4, at which point the casino implemented a 24-hour cooling-off period. Could you confirm if this is accurate? Additionally, did you mention concerns about gambling addiction when first requesting this exclusion?
Please be aware that self-exclusion can sometimes take a few business days to be fully processed, as it requires manual action by casino representatives. We find this timeframe reasonable to ensure your account is closed properly. Also, if I’m correct, it appears that during your cooling-off period, your account was locked for deposits. Since you expressed your concern over gambling, no new deposits were made to the casino.
If any of these details are not quite right, or if I’ve missed something, please let me know. We’re here to ensure that your experience is handled fairly and with care.
Thank you again for reaching out, and I hope we can work together to resolve this.
Best regards,
Veronika
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