Dragi Mihal,
Nakon pregleda ove tvrdnje, ?elimo da razjasnimo ovaj slu?aj pru?anjem detaljnijeg obja?njenja. Ova nit e-po?te po?ela je od ?askanja sa klijentom gde je on zatra?io bonus 27. maja. Ponu?en mu je bonus kao prate?i e-mail.
Nakon ?to je primio bonus putem e-po?te, igra? je tada zatra?io zatvaranje, bio je izri?ito obave?ten da po?alje svoj zahtev na odgovaraju?u e-mail adresu radi pravilnog rukovanja. Ovo je neophodno po?to takvi zahtevi moraju biti pregledani i ra?uni ispitani od strane odgovaraju?e obu?enog tima. Postoje razne nijanse kada su u pitanju ovakvi zahtevi, tako da ovu proceduru zahtevaju svi na?i igra?i.
Igra? je nastavio da ?alje svoju komunikaciju u istoj niti e-po?te ?to je dovelo do odre?enog ka?njenja u obradi njegovog zahteva. ?Re: Va? zahtev za e-po?tu" je cela nit u kojoj ako proverite prvi odgovor igra?a na njoj, adresa e-po?te je ponovo [email protected] tako da sva prepiska u toj temi nije bila pravilno dostavljena od samog po?etka.
U ovoj temi se mo?e videti da ga je agent koji je tako?e obradio njegov zahtev za bonusom nekoliko puta obavestio da po?alje e-mail na odgovaraju?u adresu. Nije ignorisan i bio je propisno upu?en u svako doba nakon ?to je odlu?io da ne ?eli bonus 27. maja po?to je cela prepiska u ovoj temi istog dana.
Nakon toga dolazimo do ranije obja?njene situacije da je nastavio da ?alje zahteve na pogre?nu adresu.
Odmah mo?ete primetiti razliku u rukovanju u odnosu na datum kada je pravilno poslao e-mail na ta?nu adresu i zahtev. Sada ?elimo da se pozabavimo i na?im prethodnim obja?njenjem koje se odnosilo na uredno dostavljenu e-po?tu 7. juna. Ovo je bio prvi uredno primljen e-mail, ?to se mo?e videti i od strane osoblja CG od kada je Petronela bila u CC na taj zahtev.
U zaklju?ku, ispravno smo obradili njegov zahtev nakon ?to je podnet u ispravnom formatu koji nije bio odgovor na nit ?to bi razumljivo izazvalo ka?njenje i konfuziju i na kraju je dostavljen na ta?nu adresu.
Pozdravi,
GrandVin kazino
Dear Michal,
Upon reviewing this claim, we want to clarify this case by providing a more detailed explanation. This e-mail thread started from a chat with the client where he requested a bonus on the 27th of May. He was offered a bonus as a follow-up e-mail.
Upon receiving the bonus via e-mail the player then requested closure, he was explicitly informed to send his request to the appropriate e-mail address for proper handling. This is required as such requests have to be reviewed and accounts investigated by the properly trained team. There are various nuances when it comes to such requests, so this procedure is required by all of our Players.
The Player continued sending his communication in the same e-mail thread which led to some delay with the handling of his request. "Re: Your email request" is a whole thread where if you check the first reply from the Player on it, the e-mail address was once again [email protected] so all of the correspondence in that thread was not properly submitted ever since the beginning.
In this thread it can be seen that the agent who also handled his bonus request informed him several times to submit an e-mail to the proper address. He was not ignored and was properly instructed at all times after he decided that he does not want a bonus on the 27th of May as the whole correspondence in this thread is on the same day.
Following that we come to the previously explained situation where he continued sending requests to the incorrect address.
You can immediately notice a difference in the handling compared to the date when he properly submitted an e-mail to the correct address and request. We now want to address our previous explanation as well which was regarding the properly submitted e-mail on the 7th of June. This was the first properly received e-mail as can be seen by CG staff as well since Petronela was on CC to that request.
In conclusion we handled his request properly once it was submitted in a correct format which was not a reply to a thread which would understandably cause delay and confusion and lastly it was submitted to the correct address.
Regards,
GrandWin Casino
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