Querida Radka
Minha reclamação não é sobre apostas esportivas.
Trata-se de encerramento de conta após depósito sem qualquer explicação.
Acho que sou muito preciso.
Voltei com uma reclamação que também foi rejeitada devido a informações inconsistentes, conforme apontado pelo guru do cassino.
I'm sorry, I still do not understand what complaint are you reffering to. Would you kindly mind my closing question?
"Is it about some sort of reopening request maybe?"
In other words, have you tried to reopen your rejected complaint against this casino? It looks like the request has not been approved. Which explains why this latest course of events is not traceable in your Casino Guru account - you can check that for yourself.
I'm also quite accurate when it comes to tracking information, but as long as we are admins, not complaint mediators, we do not have such a kind of explanation available; thus, I'm asking you because you are complaining about something I'm not familiar with.
Can you please try to help me understand your current concern?
Sim, solicitação de reinicialização.
Rejeitado pelo seu cassino.
Atende a todos os critérios para abrir uma reclamação.
Trata-se de fechar uma conta e não uma aposta desportiva
Infelizmente, sou forçado a escrever uma avaliação negativa para o Guru Casino no Trust Pilot
Sim, solicitação de reinicialização.
Rejeitado pelo seu cassino.
Atende a todos os critérios para abrir uma reclamação.
Trata-se de fechar uma conta e não uma aposta desportiva
I see now, thank you.
You are concerned about the complaint reopen request, which has nothing in common with the complaint you tried to reopen.
Perhaps this is also the part that is not very clear to the mediator. It is, for instance, not very clear to me.
Since the original complaint was related to the sportsbetting and did not include a closed account, I see no point in reopening it, for instance. It would be better to submit a new complaint, I'd say.
In any case, I explained to you that this is a forum, not a complaint - I'm not part of the dedicated Complaint Team, so I do not know how specifically you asked for the reopen and what response you got.
Could you kindly share the message you got as an explanation for the complaint rejection, please? We may discuss the details first instead of keeping mentioning Trust Pilot from your side.
Thank you.
Isto é rejeição
Thank you for the screenshot.
In the morning, I discussed this situation with my team, and according to the best of our understanding, we are convinced that reopening the case, which was previously rejected due to sports betting, was not the best course of action. I believe I already mentioned that in my previous response, so let me be more concrete:
The complaint was rejected because it seemed you had placed a sports bet. After you did, the account was closed.
The reopening request, among other things, says that you deposited 100€ and without any single bet, your account was closed and you could not contact the casino.
It actually sounds like the same situation described in two ways - only the sports betting, which would have led to the request's rejection, was left out.
Could you please confirm if the circumstances behind this "new" account closure at the same casino were entirely different?
In any case, we are sorry to see you were provided with an inaccurate explanation. The situation I outlined is the problem, not any "inconsistent information" of any kind, in our opinion.
I will wait for your update on the second account closure, but I want to emphasize one thing again:
Any events associated with sports betting and its rules are outside our reach and won't be accepted in the form of complaint.
Caro radka, obrigado pela resposta.
Acho que estou bem claro.
Não há problema com apostas esportivas.
Repito que sua reclamação tem a ver com o encerramento da minha conta sem qualquer explicação do cassino.
Simples e claro.
Espero que você abra minha reclamação.
Dear user,
Could you, instead of commanding me here, help me understand how you overcame the first account closure? I believe I was also pretty clear and transparent.
It is your turn to explain both events. I suggest you put some efforts into that; otherwise, we won't be able to move forward. As a result, the situation will remain the same for you too.
I hope you understand that and will cooperate. I'm currently most likely the only one interested in your situation, based on the rejected reopen request.
Entendo que você é o único que está tentando me ajudar e agradeço muito por isso.
Talvez a tradução automática não entenda meu problema.
Vamos começar do começo.
Registrei-me no National Bet Casino sem que o cassino me pedisse verificação.
Fiz 7 depósitos de 100 euros, nos quais apostei em caça-níqueis e apostas esportivas.
No 8º depósito de 100 euros e enquanto o dinheiro tinha saído do meu banco e sido transferido para minha conta do cassino, eles fecharam minha conta sem nenhuma explicação.
Estou tentando entrar em contato com o cassino national bet e pedir uma explicação sobre o encerramento da minha conta, mas não obtive resposta.
Pedi ao guru do cassino para investigar o assunto registrando uma reclamação, que foi rejeitada.
Essa é toda a realidade, querida Radka.
Thank you very much for your effort and the description.
Perhaps you are quite right, and the auto-translator gave us both a hard time.
The way I see it, though, the situation with the casino is still the same as in the first complaint. What makes you think it is not bound to your previous sports betting activities? I mean, in order to reopen the complaint, you must first explain that to the mediator. I'm trying to figure out how to do that...
Let me ask my colleagues first, please. I'll get back to you.
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