Dragi Phipps,
Žao mi je što vas obaveštavam da neću moći da vam pomognem u ovom slučaju. Kazino jasno navodi u svojim uslovima i odredbama koje korake treba preduzeti ako igrač želi da se samoisključi. E-mail adresa za ovu svrhu je takođe jasno pomenuta:
„21.1. Za one klijente koji žele da ograniče svoje kockanje, pružamo politiku dobrovoljnog samoisključenja, koja vam omogućava da zatvorite svoj nalog ili ograničite svoju mogućnost da postavljate opklade ili igru na veb lokaciji na period od najmanje jednog dana. Jednom Vaš nalog je samoisključen. Primićete poštu od security@betitall.com i nećete moći ponovo da aktivirate nalog ni pod kojim okolnostima do isteka perioda izabranog u ovom stavu. Nakon slanja zahteva za blokiranje naloga na security@betitall.com , uverite se da ste dobili e-poruku za potvrdu. Ponekad se e-poruke mogu zaglaviti u neželjenoj pošti, ako niste primili e-poruku sa potvrdom od security@betitall.com , kontaktirajte naše odeljenje za podršku. Po isteku perioda samoisključenja, imaćete pravo da ponovo započnete korišćenje Usluga tako što ćete kontaktirati security@betitall.com ."
Takođe ste dobili instrukcije od VIP menadžera da pošaljete e-poštu sa vašim zahtevom za samoisključivanje. Čim ste sledili ovaj savet, vaš nalog je zatvoren istog dana. Ovo smatramo ispravnim postupkom.
Iz gore navedenih razloga, ova žalba će sada biti odbijena. Hvala vam na razumevanju, žao mi je što ovom prilikom nismo mogli više pomoći. Ne ustručavajte se da nas kontaktirate ako u budućnosti naiđete na probleme sa ovim ili bilo kojim drugim kazinom.
Dear Phipps,
I am sorry to inform you that I will not be able to help you in this case. The casino clearly states in its terms and conditions what steps should be taken if a player wishes to self-exclude themselves. The email address for this purpose is clearly mentioned there as well:
"21.1. For those customers who wish to restrict their gambling, we provide a voluntary self-exclusion policy, which enables You to close Your Account or restrict Your ability to place bets or game on the Website for a minimum period of one day. Once Your Account has been self-excluded You will receive mail from security@betitall.com and you won’t be able to reactivate the Account under any circumstances until the expiry of the period chosen under this paragraph. After sending a request to block your account to security@betitall.com, please make sure you get a confirmation email back. Sometimes emails might be stuck in Spam, if you haven’t received a confirmation email from security@betitall.com, please contact our Support Department. At the expiry of the self-exclusion period You will be entitled to re-commence use of the Services by contacting security@betitall.com."
You have also been instructed by the VIP manager to send an email with your self-exclusion request. As soon as you have followed this advice, your account was closed on the same day. This is considered by us to be a correct procedure.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
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