Zdravo, imam problem!
Imam ozbiljnu zavisnost od kockanja, a prošle nedelje sam prokockao nekoliko hiljada evra na sajtu Arctic Casino. Primetio sam da sam već postavio samoisključivanje na njihovom sestrinskom sajtu, Ibet, pre mnogo godina, i to isključenje važi još dve godine. Čak sam i na Ibetu napravio nekoliko uzastopnih depozita. Kontaktirao sam Arctic Casino u vezi sa ovim, a oni su mi odgovorili sa uslovima Ibet kazina:
Možete podesiti samoisključivanje na našoj veb stranici. To možete učiniti tako što ćete se prijaviti i otići na stranicu Odgovorno kockanje ili kontaktirati našu korisničku podršku. Za one koji borave van Ujedinjenog Kraljevstva ili Severne Irske, moraju da navedu period za koji žele da se samoisključe, a njihov nalog će automatski biti ponovo aktiviran nakon što se ovaj period završi. Igrači mogu postaviti samoisključivanje za određeni brend ako osećaju potrebu da ograniče svoje kockanje. Treba razumeti da se samoisključivanje za jedan brend odnosi samo na taj brend. Ne proširuje se automatski na druge brendove, čak i ako rade pod istom licencom. Ako igrač želi da proširi samoisključenje na sve brendove pod licencom naše kompanije, njihova je odgovornost da posebno kontaktira našu korisničku podršku u tu svrhu.
Međutim, MGA licenca navodi sledeće:
„Zahtev za samoisključivanje biće primenljiv na sve brendove kojima upravlja, ako postoje dovoljne indikacije da igrač može imati problema sa kockanjem."
Pored toga, sopstveni uslovi kazina pominju da su obavezni da pokrenu KIC (Knov Iour Customer) proces kada korisnik uplati 2000 €. Uplatio sam 3000 evra u roku od 24 sata, ali nisam dobio upozorenja, poruke ili pokretanje KIC procesa.
MGA licenca jasno kaže da kazino mora da interveniše ako igrač pokaže znake problema sa kockanjem, kao što su:
Iznos i učestalost depozita i/ili opklada
Upotreba više načina plaćanja
Poništavanje povlačenja na čekanju
Indikatori zasnovani na komunikaciji kao što su povećane žalbe igrača i zahtevi za bonuse
Korišćenje alata za odgovorno igranje
Nisam dobio nikakva upozorenja o vremenu ili iznosu depozita tokom ovog perioda, što je zabrinjavajuće.
Ukupno sam prokockao €3650 na Arctic Casino, što je značajan iznos.
Takođe bih želeo da istaknem da njihove mere odgovornog kockanja nisu bile efikasne u sprečavanju mog preteranog kockanja. Verujem da je kazino imao obavezu da interveniše ili me obavesti, s obzirom na veliki obim mojih depozita u kratkom periodu.
Da li je moguće da dobijem povraćaj depozita na osnovu ovoga? Koji uslovi imaju prednost, kazino ili MGA licenca?
Pored toga, sada sam dobio dva mejla od kazina, u kojima izričito poriču da su uradili bilo šta loše i navode da neće ništa refundirati. Uključujem snimke ekrana razgovora održanog na finskom, kao i prevod tih poruka koje je obezbedio chatgpt.com, da bi vam olakšao čitanje. Nažalost, više ne mogu da dam snimke ekrana samoisključenja na Ibet sajtu, ali se isključivanje pominje u diskusijama sa Arctic Casino-om.
Hi, I have a problem!
I have a serious gambling addiction, and last week I gambled several thousand euros on the Arctic Casino website. I noticed that I had already set a self-exclusion on their sister site, Ibet, years ago, and that exclusion is still valid for two more years. Even on Ibet, I made several consecutive deposits. I contacted Arctic Casino about this, and they replied with the Ibet casino terms:
You can set a self-exclusion on our website. You can do this by logging in and going to the Responsible Gambling page or contacting our customer support. For those residing outside the UK or Northern Ireland, they must specify the period for which they wish to self-exclude, and their account will automatically be reactivated after this period ends. Players can set a self-exclusion for a specific brand if they feel the need to limit their gambling. It should be understood that a self-exclusion for one brand applies only to that brand. It does not automatically extend to other brands, even if they operate under the same license. If a player wants to extend the self-exclusion to all brands under our company’s license, it is their responsibility to contact our customer support separately for this purpose.
However, the MGA license states the following:
"A self-exclusion request shall be applicable across all operated brands, if there are sufficient indications that the player may have problem gambling issues."
In addition, the casino’s own terms mention that they are required to initiate a KYC (Know Your Customer) process once a user deposits €2000. I deposited €3000 within 24 hours, yet I received no warnings, messages, or initiation of the KYC process.
The MGA license clearly states that a casino must intervene if a player shows signs of problem gambling, such as:
The amount and frequency of deposits and/or wagers
The use of multiple payment methods
The reversal of pending withdrawals
Communication-based indicators such as increased player complaints and bonus requests
Use of responsible gaming tools
I did not receive any time or deposit amount warnings during this period, which is concerning.
In total, I gambled €3650 on Arctic Casino, which is a significant amount.
I would also like to highlight that their Responsible Gambling measures were not effective in preventing my excessive gambling. I believe the casino had a duty to intervene or notify me, considering the high volume of my deposits within a short period.
Is it possible for me to get my deposits refunded based on this? Which terms take precedence, the casino’s or the MGA license's?
Additionally, I have now received two emails from the casino, in which they explicitly deny having done anything wrong and state that they will not refund anything. I am including screenshots of the conversation held in Finnish, as well as a translation of those messages provided by chatgpt.com, to make it easier for you to read. Unfortunately, I am no longer able to provide screenshots of the self-exclusion on the Ibet site, but the exclusion is mentioned in the discussions with Arctic Casino.
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