Vegasino Casino - Der Antrag des Spielers auf Schließung seines Kontos wird ignoriert.

Hello, I used to use the Vegasino casino and played 10 burning Heart frequently, until I got addicted. When I realized I had already lost more than 3,000 euros, so I sent an email to the casino on 20/11 asking to delete my account. They didn't do it and yesterday, 2/12, I ended up relapsing and asking for 600 euros there.

I would very much like the casino to close my account and give me back the 600 euros, because if they had closed my account as I asked, I would never have deposited since I have already been self-excluded from all casinos by SRIJ.

I leave an image of the email I sent with the deposits made yesterday and also confirmation from the support that the email is correct.

Olá, eu era utilizadora do casino Vegasino e jogava no 10 burning Heart frequentemente, até que me viciei. Quando me dei conta já tinha perdido mais de 3 mil euros, então enviei um email ao casino no dia 20/11 a pedir a exclusão da minha conta. Eles não o fizeram e ontem dia 2/12, acabei tendo uma recaida e pedir 600 euros la.

Eu gostaria muito que o casino encerrasse a minha conta e que me devolvesse os 600 euros, porque se eles me tivessem encerrado a conta como eu pedi nunca teria depositado uma vez que já tenho autoexclusão em todos os casinos pelo SRIJ.

Deixo imagem do email que enviei e com os depositos realizados ontem e também com a confirmação do suport de que o email é o correto.

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If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Vegasino Casino.

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps if available, to my email at tomas@casino.guru
• When was the last time the casino allowed you to deposit?
• Have you unsubscribed from the casino's marketing communication?

If your account is currently not blocked, as the next step, I recommend you contact the casino again with a self-exclusion request via email at support@vegasino.com, and at the same time, include me in the copy of the email at tomas@casino.guru

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 Vegasino 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 addiction.

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."

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/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

Hi, I still have access to the account. I spoke to the casino's live chat about my gambling addiction and there they asked me to send the email asking them to delete my account as soon as possible (as you can see in the screenshot above). Unfortunately, I didn't expect this to happen so I didn't save the message, I just have the email asking to be deleted. Anyway, yesterday I talked to them about it and they asked me to send the email again, just like I did.

As for the deposit, the last time was 2/12. In total it was 700€ (100€+250€+250€+100€).

I still haven't sent the closure email again so that I can go to the account history if necessary to resolve the case.

Olá, eu ainda tenho acesso a conta. Falei com o chat ao vivo do casino sobre o meu vicio no jogo e foi lá que me pediram para enviar o email a pedir que me excluíssem a conta o mais rapidamente possível (como tem o print no email acima). Infelizmente não que isto fosse acontecer por isso não guardei a mensagem, apenas tenho o email a pedir a exclusão. De qualquer modo ontem conversei com eles sobre o assunto e voltaram a pedir que enviasse o email tal como eu fiz.

Quanto ao deposito, a ultima vez foi fia 2/12. Num total foram 700€ (100€+250€+250€+100€).

Ainda nao enviei novamente o email de encerramento para que eu pudesse ir ao histórico de conta caso seja necessário para resolver o caso.

Thanks for your reply.

• Could you please confirm you contacted the casino and requested a self-exclusion according to our recommendation?
• Have you included the reason for self-exclusion in your request?
• Was your self-exclusion already processed?

Please let me know.

Hello, I've already told them that I want to self-exclude via chat, I've explained my whole situation and I'm still able to log into the account

Olá, já lhes disse sim que queria a auto exclusão pelo chat, já expliquei toda a minha situação e ainda continuo a conseguir entrar na conta

Hi, I don't know if it's because you contacted them, but they've only just replied to my email about deleting my account. They also confirmed that they had my email on file.

In this sense, I would like them to give me back the money I deposited on 2/12 because they didn't delete my account.

Olá, na sei se foi por entrarem em contacto com eles, mas so agora responderam ao meu e-mail da exclusão da conta. Bem como confirmaram que tinham o meu email em arquivo.

Nesse sentido reforço mais uma vez que gostaria que me devolvessem o dinheiro que depositei no dia 2/12 devido a nao me terem excluído a conta.

Thanks for the update.

We can assist you with a refund request of funds that were used for gambling only if you informed the casino about your gambling issues and the casino failed to protect you. A simple account closure is not a signal enough for us to conclude the casino should have protected you from further gambling.

Could you please advide whether you informed the casino about any such issues via live chat? Have you saved communcation with the casino as evidence?

Please provide it to my email at tomas@casino.guru

Looking forward to your reply.

I don't have proof of this, but I can log into the account right now, talk to the live chat and send you a screenshot. In fact, even after I opened this complaint and talked to them, they still haven't deleted the account and even wanted to offer me a bonus of 100€ (x1) so I wouldn't cancel the account

Eu não tenho uma prova disso, mas posso e entrar neste momento na conta, conversar com o chat ao vivo e vos enviar print disso. Inclusive, mesmo apos ter aberto esta reclamação e ter conversado com eles ainda não eliminaram a conta e ainda quiseram me oferecer um bonus de 100€ (x1) para eu não cancelar a conta

I am sorry to hear that.

First, as the next step, please send the self-exclusion request according to the template I shared with you in my initial post. Include me in the copy of the email.

Second, if you already sent a similar self-exclusion request to the casino earlier via email, please forward it to me as well. Make sure the information about the time, the sender, and the recipient's address is included.

Please share with me your interaction with the live chat regarding your gambling addiction and what the support responded.

Thank you in advance for your cooperation.

My email is tomas@casino.guru

Hello, since I haven't received any more messages from you, I've contacted the casino and my account has already been deleted.

I would really like to get my money back

Olá, entretanto como nao recebi mais mensagens da sua parte acabei de entrar em contacto com o casino e já tenho a conta excluída.

Neste momento queria mesmo reaver o meu dinheiro

Thanks for the update. I apologize for any misunderstanding.

Without evidence of disclosure of the gambling problems to casino support, we are unable to support your request for the return of money that was used for gambling. Unanswered account closure requests aren't sufficient grounds for us to conclude you should have been protected from gambling, and therefore, we can't pursue a refund on your behalf.

Since you confirmed your account was closed, there is little we can accomplish.

Due to the aforementioned reasons, we will now proceed to close this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into problems with any online casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.

We’ve reopened this complaint at the request of ritaramos05. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Player's message:

Good evening, as you know, a few months ago I made a complaint about this casino and my account was indeed closed. However, without me asking for my account to be reactivated, I started receiving ‘bonuses’ to gamble with and, as I have a gambling problem, I ended up having a relapse and betting/losing €500.

I made it clear in my emails that I had a gambling addiction, they deactivated my account, and now this has happened.

I want you to take responsibility and refund my money. Otherwise, I will go on television to make a complaint.

I am sorry to hear about the recent developments.

Please send me the emails in which you disclosed your gambling issues to the casino.

Please let me know whether you have already contacted the casino to close your account again and request a refund of newly lost funds due to previously disclosed gambling addiction.

Please let me know how much the casino allowed you to deposit since your account was reopened.

My email is tomas@casino.guru

Looking forward to your reply.

Hello, unfortunately I no longer have the emails because I wanted to get rid of the game so badly that I deleted everything that linked me to it. However, in addition to the complaint and related messages sent here, I managed to recover an image in which, in conversation with the casino, I talk about the addiction situation. I also managed to get them to confirm that the account had indeed been closed.

All in all, I lost a total of €500

Yes, I've already contacted them, but there's been no reply

Olá, infelizmente eu ja nao tenho os emails porque queria tanto ver-me livre do jogo que apaguei tudo o que me ligava a ele. No entanto, alem da reclamação e respetivas mensagens aqui enviadas, consegui recuperar uma imagem em que, em conversa com o casino, falo da situação do vicio. Também consegui que que me confirmarem que a conta tinha sido mesmo encerrada.

No total perdi um total de 500€

Sim, eu ja entrei em contato com eles, mas não obtive resposta

Hello ritaramos05,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thanks for the detailed explanation.

Could you please specify when this chat between you and the support took place?

• Could you please specify the dates when you made deposits to the casino?
• Is your player's account open or closed?
• Do you keep receiving marketing communication from the casino?
• Could you please confirm you sent the casino a self-exclusion due to gambling issues, and when? Have you kept this email for safekeeping?

Please let me know.

- The conversation in this screenshot took place at the end of November/beginning of December 2026, when I asked for my account to be deleted. I can go to the specifics of the photo and confirm it for you.

- The date I deposited in the casino was +/- 2 weeks ago but I can also confirm the days.

- Now I don't receive anything from them and the account is closed.

- I told them in the online chat that I had an addiction and then by email. Unfortunately I don't have the email saved because I wanted to "forget" that episode. The truth is that there is my statement saying that I was addicted to the game (as seen in the screenshot) and another conversation confirming that the account had been closed on those dates (as seen in the screenshot too).

• A conversa desse print foi no final de novembro/inicio de dezembro de 2026, quando pedi para me eliminarem a conta. Consigo ir às especificações da foto e confirmar-vos.

• A data em que depositei no casino foi +/- a 2 semanas mas também poderei confirmar os dias.

• Agora ja nao recebo nada deles e a conta encontra-se encerrada.

• Eu disse-lhes no chat online que estava com um vicio e depois por email. Infelizmente não tenho o email guardado porque quis "esquecer" esse episódio. A verdade é que existe a minha declaração a dizer que tinha o vicio no jogo (como visto no print) e uma outra conversa a confirmar que a conta tinha sido encerrada naquelas datas (como visto no print também)

Dear ritaramos05,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.v@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello ritaramos05,

My name is Michal, and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Vegasino Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

Is this message for me or for Vagasino?

I've already said everything in the messages above, but I've also found SMS messages that the casino sent me when my account was supposedly deleted.

Essa mensagem é para mim ou para o Vagasino?

Eu ja disse tudo nas mensagens acima, porém, também encontrei mensagens via SMS que o casino me enviou quando supostamente a minha conta estava excluída.

Dear all,

We kindly inform you that we are checking on the matter and we will have updates as soon as possible.

Thank you for your patience and understanding.

Best regards,

Vegasino Team

Unfortunately, I think the casino is just playing games to avoid paying me because they've realized they've made a mistake. They've even stopped replying to my emails.

The account had to be closed, even if it wasn't for reasons of gambling addiction, as soon as I ask to self-exclude the account there is no reason for it to be reopened without my authorization or request.

They made a mistake, they have to pay for it. I've already had to ask the bank for a loan because I need that money and the minimum credit is 1500 euros, so because of a mistake by the casino I've acquired a debt of twice that amount.

Once again I say, if you don't resolve this, I'm going to take this matter to court.

Infelizmente eu acho que o casino apenas está a enrolar para não me pagar porque eles entenderam que erraram. Ate deixaram de responder aos meus emails.

A conta tinha que estar fechada, mesmo que não fosse por motivos de vicio no jogo, a partir do momento que peço para autoexcluir a conta não há qualquer motivo para a reabertura sem a minha autorização ou pedido.

Eles erram, têm de pagar por isso. Ja tive que pedir um emprestimo ao banco porque esse dinheiro faz-me falta e o minimo do credito é 1500 euros, pelo que devido a um erro do casino adquiri uma divida com o dobro do valor.

Mais um vez digo, se não resolverem vou resolver este assunto na justiça.

Dear Vegasino Casino,

We are waiting for your updates.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

But have they stopped collaborating? I feel like they're doing it on purpose. Should I file a criminal complaint?

Mas eles deixaram de colaborar? Sinto que estão a fazer de propósito. Devo avançar com queixa crime?

Hi, I'd like to know if you've had any response to the intention to return the money or if I can file a criminal complaint. The wait is already too long and I feel they're just trying to buy time.

Ola, gostaria de saber se já têm alguma resposta da intenção de devolver o dinheiro ou se posso avançar para uma queixa crime. A espera já é muita e sinto que estão apenas a tentar ganhar tempo.

Dear ritaramos05,

I understand your frustration. I've reached out to the casino outside of this thread, and I remain hopeful that we will receive a response here soon. I will be informing you as soon as I have some updates. Your patience is greatly appreciated.

Thank you very much for your attention

Muito obrigada pela atenção

Dear all,

We truly appreciate your patience.

We are sorry for the late respond. We are working on the request with the highest priority.

Once there is any update we will inform you immediately.

Best regards,

Vegasino Team

Dear ritaramos05,

We truly appreciate your patience.

We would like to inform you that we have contacted via email. Please check it when possible.

Best regards,

Vegasino Team

Hello, I received a message from the casino saying that they would refund me the 500 euros and that I should send them my information for the transfer. I'm waiting for it.

Ola, recebi uma mensagem do casino a dizer que me iria devolver os 500 euros e que era para enviar as minhas informações para a transferencia. Fico a aguardar.

Dear ritaramos05,

Thank you for the update.

Dear Vegasino Casino,

We are waiting to hear from you.

It remains to be seen whether they will actually make the transfer. I haven't heard back from the casino.

Resta saber é se realmente farão a transferencia. Não recebi mais resposta do casino.

Hi, I still haven't received confirmation from the casino due to the transfer

Ola, ainda não recebi confirmação do casino devido à transferencia

Good afternoon, on May 23rd I received an email from the casino saying that they would pay me the 500€.

I sent them my details and as of today, May 30, I have not received a reply.

Boa tarde, dia 23/05 recebi um email do casino dizendo que me pagariam os 500€.

Enviei os meus dados e até hoje, dia 30/05 nao obtive qualquer resposta.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I'm being really patient. I'm beginning to think that the only solution will be to deal with the situation legally

Eu estou a ser mesmo muito paciente. Começo a achar que a unica solução será mesmo tratar a situação a nivel legal

Dear ritaramos05,

Thank you for the patience.

We would like to inform you that the request has been forwarded to the relevant department. Once it is completed you will be informed immediately.

Best regards,

Vegasino Team

4 days have passed and still no response.

4 dias se passaram e ainda sem qualquer tipo de resposta..

Hello, I really need the casino to resolve this situation. It's been going on too long.

Ola, eu preciso mesmo que o casino resolva esta situação. Já se está a passar demasiado tempo.

Dear Vegasino Casino,

I would greatly appreciate an update regarding the current situation. I remain optimistic that it will be resolved within the next few days, at the latest.

Can you please send an email to the casino? They won't answer me

Podem por favor enviar um email ao casino? Eles não me respondem

Good morning!

This situation is really becoming untenable.

I've been putting off filing a formal complaint with the public prosecutor's office because I trust in your goodwill, but we're more than 15 days in and you're constantly putting it off.

If the request has not been processed by tomorrow 12/06/2026 I will contact my lawyer and take legal action.

Sincerely,

Rita

Bom dia! 

Esta situação está a torna-se de facto insustentável. 

Tenho adiado a apresentação da queixa formal no ministério publico por confiar na vossa boa vontade mas ja vamos em mais de 15 dias e estão constantemente a adiar.

Caso até amanhã dia 12/06/2026 nao seja feito o processamento do pedido irei acionar o meu advogado e entrar com um processo legal. 

Atenciosamente,

Rita

Hello,

I've emailed the casino again and there's still no reply.

I spoke to the online chat and they said that because the account was closed they needed to check it manually, but 19 days have passed. I really need an answer by tomorrow 12/06/2026. Otherwise, I'll have to file a criminal complaint and deal with the matter legally

Ola,

Eu voltei a enviar email para o casino e continuo sem qualquer resposta.

Falei com o chat online e disseram que por a conta estar encerrada que precisavam de verificar manualmente, mas já se passaram 19 dias. Eu preciso mesmo de uma resposta até amanha dia 12/06/2026. Caso contrario, terei mesmo de apresentar queixa crime forma e tratar do assunto de forma legal

Good morning, I really need an answer from the casino

Bom dia, preciso mesmo de resposta por parte do casino

I would like to update my complaint, as the situation remains unresolved.

The casino informed Casino Guru on 01/05/2026 that the case was being analyzed and would be resolved according to its internal procedures. However, the casino's own Terms and Conditions set a maximum deadline of 30 days for resolving complaints.

Even considering an interpretation more favorable to the casino and counting 30 working days, this deadline has already passed without the agreed refund having been made.

In addition, on 23/05/2026, the casino confirmed in writing that I would be refunded the amount of €500 and, on the same date, I provided all the bank details requested for the transfer. Since then, I still haven't received any payment.

I have contacted customer support several times and, in the most recent conversation, I was again confirmed that the internal deadline for resolution is 30 days. In the same conversation, I was also assured that the situation would be resolved between today and Monday. However, in view of the successive delays and previous unfulfilled promises, I have serious doubts as to whether this indication will be complied with.

I believe that the casino has had more than enough time to complete this process, especially given that the refund has already been approved and that all the necessary payment details were provided several weeks ago.

I request Casino Guru's intervention so that the casino is urged to fulfill its commitment and make an immediate payment of the €500 owed, or, alternatively, to provide a concrete and documented explanation for the delay.

Thank you for all your help so far and I look forward to an update on this case.

Gostaria de atualizar a minha reclamação, uma vez que a situação continua sem resolução.

O casino informou o Casino Guru, em 01/05/2026, que o caso estava a ser analisado e que seria resolvido de acordo com os seus procedimentos internos. No entanto, os próprios Termos e Condições do casino estabelecem um prazo máximo de 30 dias para a resolução de reclamações.

Mesmo considerando uma interpretação mais favorável ao casino e contando 30 dias úteis, esse prazo já foi ultrapassado sem que o reembolso acordado tenha sido efetuado.

Adicionalmente, no dia 23/05/2026, o casino confirmou por escrito que me seria reembolsado o valor de 500€ e, na mesma data, forneci todos os dados bancários solicitados para a transferência. Desde então, continuo sem receber qualquer pagamento.

Entrei várias vezes em contacto com o suporte ao cliente e, na conversa mais recente, foi-me novamente confirmado que o prazo interno para resolução é de 30 dias. Nessa mesma conversa, foi-me ainda assegurado que a situação ficaria resolvida entre hoje e segunda-feira. No entanto, tendo em conta os sucessivos atrasos e promessas anteriores não cumpridas, mantenho sérias dúvidas quanto ao cumprimento dessa indicação.

Considero que o casino teve tempo mais do que suficiente para concluir este processo, especialmente tendo em conta que o reembolso já foi aprovado e que todos os dados necessários para o pagamento foram fornecidos há várias semanas.

Solicito a intervenção do Casino Guru para que o casino seja instado a cumprir o compromisso assumido e a proceder ao pagamento imediato dos 500€ em dívida, ou, em alternativa, a fornecer uma explicação concreta e documentada para a demora verificada.

Agradeço toda a ajuda prestada até ao momento e aguardo uma atualização sobre este caso.

Good morning.

I've already sent a lot of emails to the casino and I've had no response. I've also spoken to the live chat and they've admitted that the situation has been going on for a long time.

I really need this situation resolved this week. I can't go to work or sleep well because I'm constantly anxious.

I really need everything to be resolved as quickly as possible.

Bom dia.

Eu ja enviei imensos emails ao casino e não obtive qualquer resposta. Também já falei com o chat ao vivo e eles proprios admitiram que a situação já se arrasta a muito tempo.

Necessito mesmo que esta situação fique resolvida esta semana. Não ando a conseguir ir trabalhar nem dormir bem por estar constantemente com ansiedade.

Preciso mesmo que tudo se resolva o mais rapidamente possivel.

Dear Vegasino Casino,

Could you inform us about the current status of the process?

Good morning, the casino still hasn't given me any response

Bom dia, o casino continua sem me dar qualquer resposta

Dear Casino Guro and Dear Casino Vegassino,

In a conversation with the 24-hour live chat support, I received this response.

I need to know if any information is actually missing. If not, I would like to receive the refund by the end of the week, on June 19.

Presado Casino Guro e Presado Casino Vegassino,

Em conversa com o support chat 24h, recebi esta resposta.

Preciso saber se realmente falta alguma informação. Caso contrario, gostaria de ter o reembolso até ao final da semana, dia 19/06.

The casino is trying to shirk responsibility by citing its terms of service, but I have proof that on May 23 they formally agreed to refund the money. I ask that Casino Guru hold the casino accountable and make them keep their word.

O casino está a tentar fugir à responsabilidade usando termos de termos de serviço, mas eu tenho a prova de que no dia 23 de maio eles aceitaram formalmente devolver o dinheiro. Peço que o Casino Guru force o casino a cumprir a palavra deles.

Good morning. I am writing to let you know that the issue has been completely resolved. The casino processed my manual withdrawal of €500 via instant transfer, and the funds were credited to my bank account this morning. I am very grateful for your invaluable help and mediation in this matter. Please go ahead and close this complaint as resolved. Thank you very much!

Bom dia. Venho por este meio informar que o problema foi totalmente resolvido. O casino processou o meu levantamento manual de 500 € através de transferência imediata e o dinheiro já deu entrada na minha conta bancária esta manhã. Agradeço imenso a vossa preciosa ajuda e mediação neste processo. Podem avançar com o encerramento desta queixa como resolvida. Muito obrigada!

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear ritaramos05,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Michal