A self-excluded player from Ireland had opened a new account with the casino in violation of their terms and conditions. He accused the casino of breaching their terms as he had been able to register a new account after his previous account was closed due to his gambling addiction. He was then asking for a full refund of his latest deposits. Despite providing the casino with evidence of his previous self-exclusion and highlighting the lack of effective measures to prevent him from re-registering, the casino had refused to issue a refund. The casino had argued that the player had used a different email address to open the new account and had not completed the verification process. We had suggested that the casino should enhance its protection for problem gamblers and consider issuing a refund, but the casino maintained its stance. The complaint was closed as unresolved.
Samoisključen igrač iz Irske otvorio je novi nalog u kazinu kršeći njihove uslove i odredbe. Optužio je kazino da je prekršio njihove uslove jer je mogao da registruje novi nalog nakon što mu je prethodni nalog zatvoren zbog zavisnosti od kockanja. Zatim je tražio potpuni povraćaj svojih poslednjih depozita. Uprkos tome što je kazinu pružio dokaz o njegovom prethodnom samoisključenju i istakao nedostatak efikasnih mera koje bi ga sprečile da se ponovo registruje, kazino je odbio da izda povraćaj novca. Kazino je tvrdio da je igrač koristio drugu adresu e-pošte za otvaranje novog naloga i da nije završio proces verifikacije. Predložili smo da kazino treba da poboljša svoju zaštitu za problematične kockare i razmotri mogućnost povraćaja novca, ali je kazino ostao pri svom stavu. Žalba je zaključena kao nerešena.
Automatski prevedeno:
