Zdravo!
Da još jednom razjasnimo situaciju, jer izgleda da se vrtimo u krug.
Da, 1. marta ste kontaktirali našu službu za podršku i izrazili želju da blokiramo vaš nalog. Nažalost, sami operateri podrške se ne bave ovim pitanjem direktno. U skladu sa Uslovima i odredbama kazina (odeljak 10.6), od vas je zatraženo da pošaljete dokumenta za verifikaciju identiteta na namensku adresu e-pošte za blokiranje kako biste nastavili. Pošto takva e-pošta nije primljena od vas, vaš nalog nije mogao biti blokiran u tom trenutku.
Kasnije, kada ste nas ponovo kontaktirali u julu, prvo ste ponovo pisali opštoj podršci. Ponovo ste obavešteni da, za blokiranje, morate da pišete na specijalizovanu imejl adresu. Iz razloga koji nam nisu poznati, nikada nismo dobili direktan imejl od vas na adresu za blokiranje. Umesto toga, samo ste nastavili da komunicirate sa redovnom podrškom.
Naše kolege su prepoznale problem i odlučile da vam pomognu: ručno su prosledili vašu e-poštu odeljenju za blokiranje, gde je vaš nalog na kraju blokiran. Sada, svu komunikaciju sa vama obavlja odeljenje za blokiranje, jer su oni jedini tim ovlašćen za blokiranje naloga.
Razumemo da je ova situacija ispala zbunjujuća — i nas je iznenadila. Međutim, moramo naglasiti da je sve sa naše strane postupano strogo u skladu sa pravilima i da vaš zahtev za blokiranje naloga nije odbijen ni u jednom trenutku.
S poštovanjem,
Tim 1xSlots
Hello!
Let us clarify the situation once again, as it seems we have been going in circles.
Yes, on March 1 you contacted our support service and expressed your wish to block your account. Unfortunately, the support operators themselves do not handle this matter directly. In accordance with the Terms and Conditions of the casino (section 10.6), you were asked to send identity verification documents to the dedicated blocking email address in order to proceed. Since no such email was received from you, your account could not be blocked at that time.
Later, when you contacted us again in July, you first wrote to general support once more. You were again informed that, for blocking, you need to write to the specialized email address. For reasons unknown to us, we never received a direct email from you at the blocking address. Instead, you only continued to correspond with regular support.
Our colleagues recognized the issue and decided to assist you: they manually forwarded your email to the blocking department, where your account was eventually blocked. Now, all communication with you is being handled by the blocking department, since they are the only team authorized to block accounts.
We understand that this situation turned out confusing — it surprised us as well. However, we must emphasize that everything on our side was handled strictly in accordance with the rules, and at no point was your request to block the account denied.
Sincerely,
The 1xSlots Team
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