Dragi juliobit8,
Hvala vam puno što ste podneli žalbu. Veoma mi je žao što čujem za vaše negativno iskustvo. Prvo, želeo bih da vam objasnim koja je razlika između zatvaranja naloga i samoisključenja:
Zatvaranje naloga je jednostavno i nema skoro nikakav uticaj - igrač može ponovo da otvori nalog u bilo kom trenutku, a kazino nema nikakvu obavezu prema igraču.
S druge strane, samoisključivanje to čini. Ako igrač uspešno izvrši samoisključivanje, kazino se slaže da neće otvoriti ovaj nalog ili ako da samo pod određenim okolnostima (nakon perioda hlađenja, a to se ne može učiniti za igrače koji su zavisni/sa problemom sa kockanjem).
Kada ste prvi put zatražili samoisključivanje putem e-pošte, da li ste naveli razlog za zatvaranje naloga? Da li biste bili ljubazni da mi prosledite zahteve za zatvaranje naloga koje ste poslali kazinu, kao i naknadne zahteve za ponovno otvaranje? Moja mejl adresa je veronika.l@casino.guru .
Nadam se da ćemo moći da vam pomognemo da rešite ovaj problem što je pre moguće. Hvala vam unapred na odgovoru.
Srdačan pozdrav,
Veronika
Dear juliobit8,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:
Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.
On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with a gambling problem).
When you requested to be self-excluded for the first time via email, did you specify the reason for closing your account? Would you be so kind as to forward me the account closure requests that you sent to the casino as well as the subsequent reopen requests? My email address is veronika.l@casino.guru.
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,
Veronika
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