Zdravo Casinoguru i Vinspirit,
Da, sve te informacije su tačne kao što ste gore naveli, osim jednog faktora koji nedostaje u imejlu koji je poslat nakon prvog zatvaranja naloga zbog „nedostatka lojalnosti", posebno e-pošte sa naslovom „Samoisključivanje – zavisnost od kockanja" i sve moje detalje koje ćete pratiti u tom imejlu.
U odgovoru koji sam dobio od vašeg sajta/podrške je navedeno da sam poslao pogrešnu adresu e-pošte i da niste primili e-poštu, a zatim ste dalje naveli da niste primili moju e-poštu nakon što sam ispravio vašu podršku u vezi sa pogrešnom e-poštom adresu koju su naveli, ističući ovo za njih i takođe ističući da ista adresa e-pošte sa koje su odgovorili nije ista adresa e-pošte na koju su želeli da šaljem i e-poruke, a sve je priloženo Casinoguru-u na početku ove žalbe.
Sve što tražim je povraćaj sredstava do ukupnog iznosa od 1.120 evra i da se ovaj slučaj zatvori i nastavi dalje.
Pratio sam uslove i odredbe prema dogovoru između obe strane (sebe i vas).
Poslao sam ispravnu adresu e-pošte.
Dao sam sve do poslednje informacije koje sam mogao preko te e-pošte i naveo koliko sam vremena želeo da budem samoisključen iz razloga zašto.
Istom nalogu sa kojeg sam želeo da budem samo isključen je dozvoljeno da se ponovo otvori, bez obzira na to što sam izjavio da preuzimam odgovornost za to, nalogu nije trebalo dozvoliti da se ponovo otvori nakon što sam ja dao izjavu.
Kao što sam vam više puta rekao, poslao sam e-poštu i ne znam da li je otišao u vašu spam fasciklu jer je moj nalog zatvoren/blokiran itd. ali e-poruka je poslata sa moje strane i nije završena /izvedeno sa tvog kraja.
Ovo bi mogla biti ljudska greška ili kompjuterska greška ili nešto slično i razumem da se to ponekad dešava, ali sam pratio sve vaše uslove i odredbe kako bih trajno zatvorio svoj nalog, ali ovo nažalost nije završeno, stoga su ovo razlozi Tražim povraćaj sredstava.
Ako su vam potrebne dodatne informacije, kontaktirajte me,
Srdačan pozdrav,
Shandi37
Hello Casinoguru and Winspirit,
Yes all that information is correct as you stated above bar the one missing factor of the email that was sent after the first account closure due to "lack of loyalty" specifically the email with the subject heading "Self Exclusion - Gambling Addiction" and all my details to follow on that email.
The response I received from your site/support stated I emailed the wrong email address and that you didn't receive the email, then you further went on to state that you didn't receive my email after I corrected your support about the wrong email address they provided, highlighting this for them and also pointing out that the same email address they replied from was not the same email address they wanted me to send the emails too, all of which has been attached to Casinoguru at the start of this complaint.
All I am looking for is a refund of funds to the total amount of 1,120euro and to close this case and move on.
I followed the terms and conditions as per the agreement between both parties (myself and yourself).
I emailed the correct email address.
I gave every last piece of information I could over that email and stated the length of time I wanted to be self excluded for an the reason as to why.
The same account that I wanted to be self excluded from was allowed to reopen, regardless of myself stating I take responsibility of it, the account should not have been allowed to be reopened after the statement was made by myself.
As I have said time and time again to you, I sent the email and I don't know if it went to your spam folder because of my account being closed/blocked etc. but the email was sent from my end and was not completed/carried out from your end.
This could be a human error or a computer error or something along that lines and I understand that this sometimes happens but I followed everything on your terms and conditions in order to close my account permanently but this unfortunately was not completed, therefore these are the reasons I am asking for a refund of funds.
If you require any further information please contact me,
Kind regards,
Shandy37
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