Draga Kamka46,
Hvala vam puno ?to ste podneli ?albu. ?ao mi je ?to ?ujem za va?e negativno iskustvo sa Gransino kazinom.
Dozvolite mi da vam postavim nekoliko pitanja kako bih bolje razumeo situaciju.
- Da li ste poku?ali da kontaktirate podr?ku putem ?askanja u?ivo nakon ?to ste saznali da va? zahtev za samoisklju?ivanje nije odobren?
- Mo?ete li da podelite sa mnom svoje zahteve za samoisklju?ivanje? Molimo podelite informacije na moju e-po?tu na [email protected]
- Da li sam dobro razumeo da u kazinu uop?te nije bilo depozita?
- Da li ste otkazali pretplatu na marketin?ku komunikaciju kazina?
Preporu?io bih vam da po?aljete jo? jedan zahtev, ali ovaj put me uklju?ite u kopiju svoje e-po?te.
Prilikom podno?enja zahteva za samoisklju?ivanje, jasno navedite razlog za deaktivaciju naloga i navedite period. Pored toga, tema e-po?te treba da bude ozna?ena i lako prepoznatljiva, po?to kazino podr?ka prima mnogo zahteva dnevno. Ako je ozna?eno vidljivo, ima?ete ve?e ?anse da va? zahtev bude odobren ?to je pre mogu?e.
Primer:
Naslov e-po?te: Samoisklju?ivanje:
Podaci o igra?u:
ime:
prezime:
Datum ro?enja:
Prijava u kazino:
Adresa e-po?te:
?Pozdrav Gransino Casino podr?ka,
Pi?em da vas obavestim da ?elim da budem odmah isklju?en iz ovog kazina i da trajno primam marketin?ki materijal u vezi sa kockanjem.
Razlog moje odluke je to Imam problema sa kockanjem/nevezanih za bilo kakve probleme sa kockanjem. (odaberite ?ta je primenljivo)
Potvr?ujem da mi ne?e biti dozvoljeno da poni?tim svoje samoisklju?ivanje tokom ovog perioda i da se samoisklju?enje ne mo?e ukinuti pre isteka dogovorenog perioda."
Molimo po?aljite drugu e-po?tu na [email protected] (mo?ete me uklju?iti u kopiju na [email protected] ) i obave?tavajte me o svim daljim de?avanjima.
U me?uvremenu, pogledajte druge resurse i informacije u na?em vodi?u za odgovorno kockanje koji se nalazi ovde: http://www.kpvfaw.com/responsible-gambling-guide
Nadam se da ?emo mo?i da vam pomognemo da re?ite ovaj problem ?to je pre mogu?e. Hvala vam unapred na odgovoru.
Srda?an pozdrav,
Tomas
Dear Kamka46,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Gransino Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Have you tried contacting support via live chat after you learned your self-exclusion request wasn't granted?
- Could you please share your self-exclusion requests with me? Please share the information to my email at [email protected]
- Do I understand correctly that there were no deposits made to the casino altogether?
- Have you unsubscribed from the casino's marketing communication?
I would recommend that you send another request, but this time, include me in the copy of your email.
When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.
Example:
Email subject: Self-exclusion:
Player’s info:
First name:
Last name:
Date of birth:
Casino login:
Email address:
"Greetings Gransino Casino Support,
I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.
The reason for my decision is that I am suffering from gambling problems/ unrelated to any gambling problems. (choose what is applicable)
I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."
Please send another email to [email protected] (you can include me in the copy at [email protected]) and keep me informed about any further developments.
In the meantime, check other resources and information in our responsible gambling guide found here: http://www.kpvfaw.com/responsible-gambling-guide
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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