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Evening polls.

I made a deposit through Bizum of 300 euros and it was not deposited, I contacted them from the first moment I have sent them everything they have been asking me for each day, different documentation was missing, I contacted my bank with Bizum I sent them everything they asked me and still the money is not deposited or in my bsnvo I have all the documentation all the conversations from the first moment that this problem occurred and they give me the runaround and tell me things that I do not know, they are not true, I have all the documents and screenshots of the conversations I have had as well as more than twenty emails

Urnas tardes.

hice un depósito a través de Bizum de 300 euros y no se depositaron, me puse en contacto con ellos desde el primer momento les he enviado todo lo que me han ido pidiendo cada día faltaba una documentación diferente, me puse en contacto con mi banco con Bizum les mandé todo lo que me pidieron y aún así el dinero no está depositado ni en mi bsnvo tengo toda la documentación todas las conversaciones desde el primer momento que sucedió este problema y me dan largas y me dicen cosas que no do, no son ciertas, tengo toda la documentos y pantallazos de las conversaciones que he tenido al igual de más de una veintena de mails

Dear montsea,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process that takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

• Could you please advise if it was your first deposit in this casino?

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela

Good morning.

I spoke to the casino this morning and they gave me a positive response after so much struggle. I hope it's true because they've always said nice things to me and then, day after day, they demand a new document or put up a new obstacle.

The truth is, I'm telling the truth and I'm not lying. I'm not like that. I've attached screenshots of the conversation. Thank you very much for defending the truth, thank you for your work.

Buenos días.

He hablado con el casino esta mañana y me han dado una respuesta positiva después de tanto luchar, espero sea realidad porque siempre me han dicho palabras bonitas y luego reclaman día a día un nuevo documento o ponen una nueva traba.

Lo cierto es que digo la verdad y no miento, no soy así. Adjunto pantallazos de la conversación, muchas gracias por defender la verdad, gracias por vuestra labor.

I completely understand how frustrating this situation must be for you, montsea, and I truly empathize with what you’re going through. As I mentioned earlier, locating and either refunding your funds to your bank account or crediting them to your casino account can sometimes take a bit longer than expected.

To give the casino enough time to properly investigate and resolve this for you, I’m extending the timeframe by an additional 20 days, bringing it to a full month. If there’s still no progress by then, please rest assured that we will step in and take further action on your behalf.

Let’s stay hopeful for good news soon about your deposit.

Thank you so much for your patience and understanding during this process.

Good morning, okay.

Thank you so much

Buenos días, de acuerdo.

Muchas gracias

Good morning.

They're writing to me now and asking for a bank statement from June 8th to 18th yesterday? I've already sent them all the necessary information that proves that the money wasn't deposited. I have it all. To be honest, I don't know if asking me for a bank statement is legal, so they can see all my transactions and what I've spent the money on. I don't think it's legal. Also, up until yesterday, I've been waiting for my money back for days, ever since I reported that I'm not gambling.

Every day they ask me for different documentation but they don't return the deposit I made and it never arrives.

attached email

Thank you so much.

Buenos días.

Me escriben y me piden ahora un extracto bancario del 8 al 18 de junio ayer? Yo ya les envié toda la información necesaria y que acredita que no se depositó ese dinero, lo tengo todo, y la verdad pedirme un extracto bancario no sé si es legal que vean todos mis movimientos y en que he gasto el dinero, no creo sea legal, además hasta ayer, yo llevo días, desde que denuncie que no juego esperando me devuelvan mi dinero,

cada día me piden una documentación diferente pero no me devuelve el depósito que hice y no llego.

adjunto mail

Muchas gracias.

Good evening, I finally sent you my account statement. They tell me it was a mistake when the agent told me that the deposit was confirmed on the 10th and that I would receive the money in 5 business days.

Although the data is protected by the Data Protection Law, I have sent it to see if this is the last documentation they are asking for.

Thank you very much for following my case,

I hope to receive my money soon.

Buenas noches al final les he enviado el extracto de mi cuenta me dicen que fue un error lo que me dijo la agente de que estaba confirmada la entrada del depósito el día 10 y que recibiría el dinero en 5 días hábiles.

Aunque está protegido los datos por la Ley de Datos de los he mandado a ver si ya es la última documentación que me piden.

muchas gracias por seguir mi caso,

esoero recibir pronto mi dinero.

Good afternoon.

Sorry for the inconvenience, I attached all the required documentation. They asked me for a statement. In the end, I sent it to them. They told me to send it exactly as my bank sent it to me. I sent it to them last week. A few days ago, I have already sent them all the documentation that they have required from me every day. They told me that they only needed this statement and everything would be verified. This was a week ago, the document issue.

I am very sorry for the inconvenience caused but I don't know what else to do. I am attaching the statement that the bank sent me.

Thank you so much and I withdraw my apologies, I'm devastated.

Buenas tardes.

dusculprn las molestias les adjunte toda la documentación requerida me pidieron un extracto al final se lo envié me comentaron que lo enviaran tal y como me lo mandó mi banco se lo envié la semana pasada hace ya días le he enviado ya toda la documentación que me han requerido cada día me comentaron due ya solo necesitaban este extracto y ya estaría todo verificado de esto hace una semana asunto documento.

Siento mucho la molestias causadas peto ta no se que más hacer adjunto el extracto que me envió el banco.

Muchas gracias y retiro mis disculpas, estoy desolada.

Dear montsea,

Thank you very much for your message and for keeping us updated — I truly understand how exhausting and upsetting this situation has been for you.

Could you please confirm if you have already sent all the required documents and statements directly to the casino’s support team as well? It’s very important that they have everything on their end to complete their investigation properly.

Please rest assured that we are actively following your case. However, as mentioned earlier, we do allow the casino up to 30 days to investigate and resolve such issues, especially when missing funds need to be traced through the payment provider and your bank.

Let’s keep in touch — and if you don’t see any progress after this timeframe, we will step in again to help push things forward.

Thank you so much for your patience and cooperation.

Good afternoon, I've already sent all the required documentation. Everything: the emails with Bizum showing the date and time, the Bizum receipts from the bank, the chats with the agents from day one. The emails with support, the bank statement, everything required, and verifying what happened.

They haven't informed me how the case is progressing, they haven't explained anything to me. They told me last week that the bank statement for June 8th-June 8th would already have everything. I sent it to them just like the bank had sent it to me. Today I spoke with my bank again, and they confirmed it in writing, in addition to sending the bank receipt.

and they don't inform me, they don't write to me, I just want to be informed about the case.

Thank you for listening to me and for being able to help me.

Attached is a conversation with an agent from my bank where it is seen that there are two payments on the 10th, the 300 is the one that was claimed. They have it and I have already sent you the bank receipt. Ali, what do you think about your payment history, but it has not been deposited?

I think it's been a while because they told me that they were already verifying it with the extract last week, but I still don't know anything.

Thank you

Buenas tardes ya mandé toda la documentación requerida, todo, los mails con Bizum donde aparecen la fecha y hora, los recibos de Bizum justificantes del banco, los chat con los agentes desde el primer día? Los mails con el soporte, el extracto bancario todo lo requerido y verificando lo ocurrido,

No me informa cómo va el caso, no me explican nada me comentaron la semana pasada que ya con el extracto bancario del 8 al /8 de junio estaría todo, se lo envié como me lo enviaron el banco. Hoy hablé con mi banco de nuevo y vuelven a ratificarme por escrito a parte de mandar el justificante bancario.

y no me informan , no me escriben, solo quiero me informen sobre el caso.

gracias por escucharme y por poderme ayudar.

adjunto conversación con un agente de mi banco donde se ve que hay dos pagos el día 10 el de 300 es el que reclamó ellos lo tienen y ya len envíe el justificante bancario Ali cual sue les parece en su historial de pagos pero no se ha depositado,

Creo que es ga pasado tiempo porque ya me comentaron que la semana pasada ya lo estaban verificando con el extracto , peto aún no se nada.

Gracias

The last required document, they commented, would already have everything verified with this document. Thank you.

El último documento requerido el comentaron que ya con este documento estaría todo y verificado. Gracias

Dear montsea,

Thank you very much for your detailed update and for continuing to cooperate despite how stressful this must be.

As I mentioned earlier, the process of locating and recovering missing funds — especially when external payment providers like Bizum are involved — can unfortunately take longer than expected. Since you've confirmed that all the required documents have now been submitted, the best course of action at this point is to give the casino a bit more time to complete their internal investigation.

I kindly ask you to continue following the casino's instructions and keep us informed about any updates you receive. To give the casino enough time to resolve this matter, I’m extending the timeline by an additional 15 days, making it a full month. If there is no meaningful progress by then, we will be ready to step in and assist you further.

Let’s stay hopeful that the situation will be resolved soon.

Thank you again for your patience and understanding.

Good afternoon.

Yes, if that's what I'm doing, give it time, be patient.

It's very frustrating. The days before the problem happened, they were telling me that they only needed that one document, and then another and another.

And I contact them via email very occasionally, even after a few days, because I'm afraid they'll forget about my case and I'm hoping they can inform me about how my case is going.

I need money this month above all.

I hope you don't forget it.

Thank you so much.

Buenas tardes.

Si, si es lo que estoy haciendo dar tiempo, tener paciencia.

Es muy frustrante, los días anteriores desde que sucedió el problema era porque todos los días requieran un documento nuevo me decían que solo necesitaba ese documento y luego otro y otro.

Y me pongo en contacto a través del mail muy de vez en cuando pasando ya días porque me da miedo que olviden mi caso y por si pueden informarme cómo va mi caso.

Me hace falta este mes sobretodo el dinero.

Espero no lo olviden.

Muchas gracias.

Dear montsea,

Thank you once again for your kind message.

Please rest assured — we won’t forget about your case. We fully understand how important this matter is to you. We’ve extended the timeline to give the casino a fair chance to complete their investigation, but we’ll be here and ready to step in if there’s no meaningful progress.

In the meantime, it’s completely understandable that you’re feeling anxious, especially when communication feels slow or unclear. If you do hear back from the casino, or if anything changes, feel free to let us know right away.

Thank you again for keeping us updated.

Good night.

I'm still waiting for my money back.

thank you

Buenas noches.

Sigo esperando la devolución del dinero.

gracias

Good morning, I received an email telling me that the deposit was made, and it appears that I was the one who sent the screenshot from the beginning, but it wasn't deposited into my account. I couldn't play it from the casino because it wasn't deposited into my account.

It's incredible. I sent them the first message that this was the problem: the deposit wasn't made into my account, and I sent it myself.

I want my 300 euros back, I couldn't play them because they weren't deposited, you can check that and you should.

It's incredible how they can scam us and on top of that, deceive us. I've been telling the truth from the very beginning.

I attach screenshots.

Thank you, I hope that with your help I will get back my stolen money.

Buenos días he recibido un mail donde me comentan que si se hizo el depósito, viene reflejado fui yo quien lo mandó la captura desde un primer momento pero no se depositó en mi cuenta desde casino no pude jugarlo porque no se depositó en mi cuenta.

Es increíble. Les mandé el primer momento que ese era el problema que no se depositó en mi cuenta y lo mandé yo.

quiero me devuelvan mis 300 euros, no pude jugarlos porque no se depositaron eso pueden comprobarlo y deben.

es increíble como pueden estafarnos y encima engañar yo digo la verdad desde el primer momento.

Adjunto pantallazos.

Gracias espero que con su ayuda me devuelvan mi dinero robado.

I have forwarded all the emails and their attachments to your account.

Thank you

Les he reenviado todos los mails y sus adjuntos a su cuenta.

Gracias

Good afternoon.

I have requested my gaming history since I made the €300 deposit at the casino on June 10 at 2:29 a.m. and it does not appear in my bank or deposited into my casino account. It does appear as a transition and was not deposited, as I mentioned previously, I was the one who told them and I let the casino know from the very beginning what happened.

I checked my game history from that deposit on that day and time and they don't appear anywhere. I asked them for it, I asked them for the game history made with those €300 that they say were deposited, but it's not true.

It's easy to check, but that amount doesn't appear, nor does it appear that what I played with those €300 was deposited into my account, as they claim. The game history.

So far, no one wants to show me my game history.

I couldn't play them because they weren't deposited and I still don't have my €300.

Thank you and sorry for the inconvenience.

Buenas tardes.

He pedido mi historial de juego desde que hice el ingreso en el casino de los 300€ el día 10 de junio a las 2:29 y no aparecen ni en mi banco ni depositados en mi cuenta de casino y si les aparece como transición y no se depositaron como he comentado anteriormente fui yo quien se lo comentó y lo hice saber al casino desde un primer momento lo sucedido.

Consulte mi historial de juegos desde ese depósito ese día y hora y no aparecen por ningún lado se lo he pedido, les he pedido el historial de juego realizado con esos 300€ que dicen que si fueron depositados pero no es cierto.

Es facil comprobar pero no aparece esa cantidad ni supuestamente si como dicen ellos se ingresó en mi cuenta lo que jugué con esos 300€. El historial de juegos.

Hasta ahora, nadie quiere mostrarme mi historial de juego.

No pude jugarlos porque no se depositaron y sigo sin mis 300€.

Gracias y disculpen las molestias.

Good afternoon, I'm sending the screenshots of the game history from that day where I deposited €300 and they say they were deposited. This isn't true. You can check it in the drops. So far, I haven't had access to them nor have they sent them to me.

It's been proven that I've always told the truth about what happened. I still don't have my €300 in the casino or in my account. Thank you.

And I'm sorry, but I'm really upset about this. What happened is true. It seems like it won't let me upload the photos I've emailed. Thanks again.

Buenas tardes mando las capturas del historial de juegos de ese día donde deposite 300€ y dicen que si se depositaron no es cierto se puede comprobar en las gotas hasta ahora no he tenido acceso ni me las enviado.

Se comprueba que yo siempre he dicho la verdad de lo sucedido sigo sin mis 300€ ni el casino ni en mi cuenta. Gracias

Y disculpar pero es que de verdad estoy mal con esto. Es cierto lo que ha sucedido. Parece no me deja subir las fotografías de las he enviado al correo. Gracias de nuevo

Hi montsea,

I’m really sorry for the delay in your case. Petronela, your assigned resolver, is currently on a short vacation, and since she has the clearest overview of your situation and is in direct contact with the casino, we’ve decided to extend the timeline by 3 more days to ensure she can handle this personally.

We truly appreciate your patience and understanding, and I want to assure you that Petronela will get back to you before the end of this week.

Thank you again for bearing with us.

Good afternoon.

Okay, thanks.

Buenas tardes.

De acuerdo, gracias

Hi montsea,

I'm sorry to learn that there hasn't been any progress since 10.6.2025. Could you kindly share your bank statement, highlighting the deposit? The statement should cover the period from the day of the deposit until now, providing evidence that the funds left your account without being refunded.

Thank you.

Good afternoon, it seems there are problems uploading or sending files on the website.

If you don't mind, I'll attach it from here.

I'll keep trying. Sorry for the inconvenience.

Casino Guru Message ———

Good afternoon.

I am attaching the extract that you require, it gives me two options: expenses or credit.

I already sent the expenses for that day, I'm sending the credit so you can check that I haven't received the €300 I deposited at the casino and they haven't been refunded.

Thank you, I hope you rested during your vacation days.

Buenas tardes parece que hay problemas para subir archivos o enviarlos en la web.

Si no me importa se lo adjunto desde aquí.

Seguiré intentándolo. Disculpe las molestias.

Mensaje casino Gurú ———

Buenas tardes.

Le adjunto el extracto que me requiere me da dos opciones gastos u abono.

Em de gastos de ese día ya lo envié, envío el de abono para que puedan comprobar que no he recibido los 300€ que deposité en el casino y no han sido reintegrados.

Gracias, espero haya descansado , en sus días de vacaciones.

Good afternoon. I realized that the statement I downloaded from the bank includes deposits and credits. I suppose you'd notice. Thank you, and I apologize for the inconvenience.

buenas tardes me di cuenta que el extracto que me me descargué del banco es con ingresos y abonos, aunque supongo que se daría cuenta . Gracias y disculpe las molestias

Thank you very much, montsea, for providing all the necessary information. I will now transfer your complaint to my colleague, Jozef ([email protected]), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Good morning?

Will someone else take it? Will they contact me here, by email? Please, I still don't have my €300, and I've sent everything required, and I'm still the same.

Please help me

Buenos días?

lo llevará otra persona? Se pondrá en contacto por aquí, por mail? Por favor sigo sin mis 300€ y he mandado todo lo requerido y sigo igual

por favor ayúdenme

Dear montsea,

Thank you very much for sharing your negative experience. We are now going to reach the casino team.

Thank you so much

Muchas gracias

Dear montsea,

Thank you for your patience and for providing all the necessary details.

Kindly be informed that we have completed our follow-up investigation with the payment provider regarding the transaction in question.

They have confirmed that the deposit was unsuccessful and that no funds were received on their end.

Additionally, there is no deduction for this attempted deposit visible on your bank statement.

We hope this clarifies the situation.

Kind regards,

Royalgame Casino Team

Good morning.

The deposit came out of my bank account after I made the 500 deposit, I made another 300 that was charged but it didn't appear in my casino account, I sent all the documentation, the statement where it appears that I made it and the Bizum receipt that my bank sent me, is what I'm telling you true, otherwise I wouldn't be fighting for something unfair.

Buenos días.

Eñ depósito salió de mi cuenta bancaria después que hice el depósito 500 hice otro de 300 que si se me cargó pero no apareció en mi cuenta de casino mandé toda la documentación el extracto donde aparece que lo realice u el resguardo de Bizum que me mandó mi banco, es cierto lo que les digo si no no estaría luchando por algo injusto.

Dear RoyalGame Casino team,

Thank you for your cooperation.

I have reviewed the evidence provided by the player, and it appears that the amount was deducted from their account but was not returned. The evidence is quite compelling.

Could you, by any chance, provide evidence supporting your side of the case? For example, a confirmation from your payment provider or any other relevant documentation that would clarify the situation.

Looking forward to your response.

Dear Jozef,

We have sent you an email with the details of our investigation and explanation regarding your case.

Kindly check your inbox at your earliest convenience.

If you have any further questions, please feel free to reach out.

Best regards,

Royalgame Team

If it is the same as mine it is not true, the deposit was not applied to the same account and it was charged to my bank account, that is so, it can be verified that I could not play them on June 10 at 2:29 in the morning. I had to do everything myself, I even contacted them immediately to inform them, and typhus the days required a new document, I sent everything, I did everything and they know that what I say is true because there is only one truth, the €300 does not appear in my bank or in the casino.

Si es el mismo que a mí no es cierto no se aplicó el depósito en mismo cuenta y si se cargó en mi cuenta bancaria, eso es asi, puede comprobarse que no pude jugarlos el día 10 de junio a las 2:29 de la mañana si tuve que hacer yo todo hasta me puse en contacto enseguida para informarles, y tifus los días requerimiento de un nuevo documento, mandé todo hice todo y saben que es cierto lo que digo porque solo hay una verdad, los 300€ no aparecen ni en mi banco ni en el casino.

It's not fair that we're so unprotected by these casinos. What I'm saying is true. It even makes you feel bad, feeling bad, taking away your desire for anything, and what I'm saying is true.

No es justo que estemos tan desprotegidos por estos casinos, lo que digo es cierto, ya te hace sentir hasta mal, encontrarte mal quitarte las ganas de todo y es cierto lo que digo es cierto.

Also, if they need any documents or anything else, although it's pretty clear from everything I've gathered, even chats where they tell me it's true that they would return the money to me and then they don't.

Whatever you need.

Thank you

También si necesitan algún documento o alguna otra cosa aunque está bastante claro con todo lo que he recopilado hasta chats donde me dicen que es cierto que me devolverían el dinero y luego no.

Lo que necesiten.

Gracias

I'm attaching more documentation sent to the casino to confirm that what happened is true. This and much more documentation.

Adjunto más documentación enviada al casino para ratificar que es cierto lo sucedido. Esto y mucha más documentación.

Dear Montsea,

Just to make sure I understand correctly — you made four deposits at the casino, and all of them were processed, but the fourth one did not arrive in your casino account, right?

Good afternoon.

If the last 300 was paid by Bizum, it was charged to my bank account but not deposited into my casino account and it was not returned to my account either.

Thank you

Buenas tardes.

Si el último de 300 si se pagó por Bizum se cargó en mi cuenta bancaria pero no se depositó en mi cuenta de casino y tampoco se devolvió a mi cuenta.

Gracias

Dear RoyalGame Casino Team,

Could you please send me the player’s game and transaction history?

Please send the information to my email address: [email protected].

Thank you in advance for your assistance.

Dear Jozef,

We kindly ask you to review the provided evidence once again, as we have reconfirmed all relevant details via email as well.

We believe the documentation clearly demonstrates that the transaction in question was declined, and no funds were deducted from the player’s account, as confirmed by both the bank statement and our internal records.

Thank you in advance for your time and understanding.

Best regards,

Royalgame Team

That is not true.

The payment was made from my bank account which was debited but not deposited into the casino account.

And it's the truth.

Where are the plays with that money reflected? They don't exist because I couldn't play that money; it wasn't deposited into my casino account.

Thank you

Eso no es cierto.

Se hizo el pago desde mi cuenta bancaria que se cargó pero no se depositó en la cuenta del casino.

Y es la verdad.

¿Donde están reflejadas las jugadas con ese dinero? No existen porque ese dinero no pude jugarlo no se depositó en mi cuenta de casino.

Gracias

Good afternoon.

I got this from Royal Game.

It doesn't let me upload the image. I've tried several times to send it to the email.

Thank you

Buenas tardes.

Recibo esto de Royal Game.

no me deja subir la imagen llevo varios intentos lo envío al correo.

[email protected]

Gracias

Good night.

I no longer just receive emails, but now also SMS just for logging in, cash. This impunity is not normal, and how they continue trying to make us continue playing even though they know what they are doing or have done to me and still haven't gotten my money back.

Is there any way other than to get my money back if I don't receive any SMS messages?

thank you.

Buenas noches.

Ya no solo recibo mails que ahora también por SMS solo por entrar, dinero en efectivo, no es normal la impunidad y como siguen intentando que sigamos jugando aun sabiendo lo que hacen o me han hecho y aún sin la devolución de mi dinero.

Hay alguna forma a parte de que me devuelvan mi dinero que no reciba ningún mensaje SMS?

gracias.

Dear montsea,

I’ve reviewed both your documents and those provided by the casino team. Based on the information, it appears that the fifth deposit, which is marked as "canceled" in the screenshot, was indeed not deducted from your bank account, as confirmed by your bank statement.

I truly understand your concern, but from my review, I do not see anything irregular in this case. Could you please check the documents?

Good morning.

I made a deposit of 500 and another of 300, the 300 was charged to my bank account like the 500 but the 300 was not deposited into the casino account, that's how it happened.

Buenos días.

hice un depósito de 500 y otro de 300 el de 300 si se cargó en mi cuenta bancaria como el de 500 pero el de 300 no se depositó en la cuenta del casino eso es asi como sucedió.

Hi,

Could you please confirm that you have not played using this specific deposit? According to both your account information and the data provided by the casino, it appears to be the only deposit after the 500EUR, and it seems that it was used for gameplay.

If needed, I can request the full game history to verify this.

Good afternoon.

Please ask for it, I couldn't play the 300 because they weren't deposited but they were charged to my bank account,

thank you

Buenas tardes.

por favor pídalo no pude jugar los 300 porque no se depositaron pero si se cargaron en mi cuenta bancaria,

gracias

Dear RoyalGame Casino team,

Could you please provide me with evidence confirming that this deposit was played? The game history for that period would be fully sufficient.

Thank you in advance.

Dear Jozef,

We would like to inform you that we have just sent a follow-up email including additional evidence regarding this case.

We kindly ask you to review the submitted material and let us know if any further information or documentation is required from our side.

Best regards,

Royalgame Team

Dear Montsea,

I am very sorry about the situation. After reviewing all the information, I must confirm that the casino has provided sufficient evidence showing that the deposit in question was credited to your account and that you did play with it. Unfortunately, this leaves me with no other option than to close the case.

Of course, you have every right not to agree with my decision. If you wish, you may also contact the licensing authority of the casino for further assistance.

Kind regards, Jozef