Dragi/a Marti89,
Hvala vam puno ?to ste poslali ?albu. ?ao mi je ?to ste imali negativno iskustvo sa WinMega Casino-om.
Dozvolite mi da vam postavim nekoliko pitanja kako bih bolje razumeo situaciju.
- Da li ste poku?ali da kontaktirate ?askanje u?ivo nakon ?to ste saznali da va? zahtev za samoisklju?enje nije odobren?
- Da li je kazino ve? odgovorio na va? zahtev za povra?aj novca? ?ta je kazino odgovorio?
- Da li sam dobro razumeo da su va?i poku?aji samoisklju?enja po?eli u ?etvrtak, 8. maja 2025. godine, a dan kasnije vam je savetovano da kontaktirate drugo odeljenje?
Preporu?io bih vam da po?aljete jo? jedan zahtev, ali ovog puta, uklju?ite i mene u kopiju va?eg imejla.
Kada podnosite zahtev za samoisklju?enje, jasno navedite razlog za deaktivaciju naloga i navedite period. Pored toga, naslov imejla treba da bude ozna?en i lako prepoznatljiv, jer podr?ka kazina prima mnogo zahteva dnevno. Ako je vidljivo ozna?en, ima?ete ve?e ?anse da vam zahtev bude odobren ?to je pre mogu?e.
Primer:
Naslov imejla: Samoisklju?enje:
Informacije o igra?u:
Ime:
Prezime:
Datum ro?enja:
Prijava u kazino:
Adresa e-po?te:
?Pozdrav podr?ci WinMega kazina,"
Pi?em vam da vas obavestim da ?elim da budem odmah isklju?en iz ovog kazina i da trajno ne primam bilo kakav marketin?ki materijal vezan za kockanje.
Razlog za moju odluku je taj ?to patim od problema sa kockanjem.
Potvr?ujem da mi ne?e biti dozvoljeno da poni?tim svoje samoisklju?enje tokom ovog perioda i da samoisklju?enje ne mo?e biti ukinuto pre kraja dogovorenog perioda.
Molim vas, po?aljite jo? jednu 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, proverite ostale 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. Unapred vam hvala na odgovoru.
Srda?an pozdrav,
Tomas
Dear Marti89,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with WinMega Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Have you tried contacting live chat after you learned your self-exclusion request wasn't granted?
- Has the casino responded to your refund request already? What did the casino reply?
- Do I understand correctly that your attempts to self-exclude started on Thursday, the 8th of May 2025, and a day later, you were advised to contact a different department?
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 WinMega 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.
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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