Dragi Josipe,
Veza bi vas trebala preusmjeriti na https://www.mga.org.mt/support/online-gaming-support/ , gdje biste trebali pronaći obrazac koji igrači mogu koristiti za podnošenje zvanične žalbe na Malta Gaming Authority. Imajte na umu da možete uložiti žalbu i pisanjem e-pošte na support.mga@mga.org.mt .
Obavijestite me ako vam treba dodatna pomoć. Informacije o načinu podnošenja zvanične žalbe na Casino Wildz također su dostupne na njihovoj web stranici - odjeljak 14. Uvjeta i odredbi:
" 14. Žalba i postupak rješavanja sporova
14.1 - Možete kontaktirati naš odjel za reklamacije kupaca slanjem e-pošte na pritožbe@wildz.com ako želite uložiti bilo kakve žalbe u vezi s našim uslugama.
14.2 - Žalbe se rješavaju u odjelu za podršku i eskaliraju u organizaciji Wildz u slučaju da pomoćno osoblje ne riješi stvar odmah. Igrač će biti obaviješten o stanju žalbe na razuman nivo. Uvijek nastojimo riješiti žalbe u najmanjem mogućem roku. O ishodu žalbe treba se obavijestiti u roku od 10 dana od dana primitka žalbe, pod uvjetom da se u određenim slučajevima to može produžiti za dodatnih 10 dana.
14.3 - Organizacija za rješavanje sporova, Pardee Consulta Ltd, dostupna je svim igračima u slučaju da Wildz ne bude zadovoljan rješavanjem problema. Pardee Consulta Ltd je registrirana kompanija na Malti s registracijskim brojem C85213, sa sjedištem na adresi 2B, Victoria Buildings, Triq l-Għenieq, Naxxar, Malta, koja djeluje kao nezavisna služba za alternativno rješavanje sporova („ADR") davatelj usluga i uredno je ovlašten i podoban za rješavanje žalbi kupaca u vezi s kockanjem. Žalbu možete proslijediti pružatelju usluga ADR popunjavanjem obrasca za rješavanje internetskih sporova ili putem e-pošte na adresu adr@pardee.eu.
14.4 - Evropski kupci mogu takođe uputiti žalbe na odeljenje za internetsko rešavanje sporova (ODR) Evropske komisije. Ova organizacija posvećena je pomaganju potrošačima i preduzećima sa sjedištem u Europi da vansudski riješe sporove i mogu se naći na stranici EU o internetskom rješavanju sporova (ODR).
14.5 - Ako smatrate da je vaša žalba relevantna za status naše MGA licence, posebno bilo kakve tvrdnje da je naše ponašanje nezakonito ili provedeno na način koji nije siguran, pošten ili transparentan, možete prijaviti svoju žalbu nadležnom organu za igre na sreću na Malti ili e-poštom direktno na support.mga@mga.org.mt. "
Dear Joseph,
The link should redirect you to https://www.mga.org.mt/support/online-gaming-support/, where you should find a form players can use to lodge an official complaint with Malta Gaming Authority. Please note you can also lodge the complaint by writing an e-mail to support.mga@mga.org.mt.
Please let me know if you need further assistance. The information on how to submit an official complaint about Wildz Casino is also available on their website - section 14 in the Terms and Conditions:
"14. Complaints & dispute resolution procedure
14.1 - You may contact our customer complaints department by sending an email to complaints@wildz.com should you wish to make any complaints regarding our services.
14.2 - Complaints are handled in the support department and escalated in the organisation of Wildz in the case that support personnel do not solve the matter immediately. The player shall be informed about the state of the complaint to a reasonable level. We always endeavour to resolve complaints in the least time possible. The outcome of the complaint is to be communicated within 10 days from the date on which the complaint is received, provided that in certain cases this can be extended by a further 10 days.
14.3 - A dispute resolution organisation, Pardee Consulta Ltd, is available to all players in the event they are unsatisfied with issue resolution by Wildz. Pardee Consulta Ltd is a registered company in Malta with registration number C85213, having its registered office at 2B, Victoria Buildings, Triq l-Għenieq, Naxxar, Malta, which acts as an independent and third party alternate dispute resolution ("ADR") service provider and is duly authorised and eligible to handle customer complaints related to gambling. You may forward your complaint to the ADR service provider by filling in the Online Dispute Resolution Form or via email at adr@pardee.eu.
14.4 - European customers may also direct complaints to the Online Dispute Resolution (ODR) section of the European Commission. This organisation is dedicated to helping European-based consumers and businesses resolve their disputes out-of-court, and can be found at the EU’s Online Dispute Resolution (ODR) page.
14.5 - If you believe your complaint is relevant to the status of our MGA license, particularly any claims that our conduct is unlawful or conducted in a manner which is not safe, fair, or transparent, you may report your complaint to the Malta Gaming Authority or by emailing directly to support.mga@mga.org.mt."
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