Dragi Jozefe,
Slučaj igrača je detaljno ispitan i želimo da podelimo da su sve naše radnje u skladu sa odredbama i uslovima sa kojima se igrač složio prilikom registracije. Naši uslovi i odredbe jasno navode proces i vreme potrebno za obradu zahteva za samoisključivanje. Pregled i obrada obuhvataju nekoliko koraka kako bi se osigurala tačnost i usklađenost. Iako nastojimo da obradimo ove zahteve što je brže moguće, tehnički i operativni faktori mogu zahtevati razumno vreme obrade. Naglašavamo da je naš tim delovao u prihvatljivom roku, kako je navedeno u našim Uslovima i odredbama, da zatvori nalog igrača. Svaka aktivnost naloga između podnošenja zahteva za samoisključivanje i njegove stvarne implementacije je odgovornost igrača. Ovo je standardna praksa u čitavoj industriji, jer hitna akcija možda nije uvek izvodljiva zbog neophodnog procesa pregleda.
Naša odluka da odbijemo nadoknadu je zasnovana na sledećem:
– Zahtev za samoisključivanje je obrađen u roku navedenom u našim Uslovima i odredbama.
- Igrač je imao povlačenje na čekanju, koje je uspešno obrađeno.
- Svaka aktivnost na nalogu tokom perioda obrade ostaje odgovornost igrača, kao što je jasno navedeno u našim smernicama.
Iako razumemo i poštujemo vašu perspektivu, moramo da se pridržavamo naših Odredbi i uslova da bismo održali pravičnost i doslednost u svim slučajevima. Kompenzacija igrača bi postavila presedan koji je u suprotnosti sa našim utvrđenim politikama i operativnim smernicama.
Srdačan pozdrav,
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Dear Jozef,
The player’s case has been examined in detail and we would like to share that all our actions are in accordance with the Terms & Conditions which the player agreed with upon registration. Our Terms & Conditions clearly outline the process and time required for handling self-exclusion requests. The review and processing involve several steps to ensure accuracy and compliance. While we strive to handle these requests as swiftly as possible, technical and operational factors may necessitate a reasonable processing time. We emphasize that our team acted within the acceptable period, as stated in our Terms & Conditions, to close the player’s account. Any account activity between the submission of a self-exclusion request and its actual implementation is the player's responsibility. This is a standard practice across the industry, as immediate action might not always be feasible due to the necessary review process.
Our decision to deny compensation is based on the following:
- The self-exclusion request was processed within the timeframe stipulated in our Terms & Conditions.
- The player had a pending withdrawal, which was successfully processed.
- Any activity on the account during the processing period remains the player's responsibility, as clearly outlined in our policies.
While we understand and respect your perspective, we must adhere to our Terms & Conditions to maintain fairness and consistency across all cases. Compensating the player would set a precedent that contradicts our established policies and operational guidelines.
Kind regards,
24Slots Casino
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