Poštovani Caniggia2021,
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).
Proverio sam uslove i odredbe BetOnRed kazina, i evo šta sam našao:
10. Zatvaranje računa
10.1. Korisnik može zatvoriti korisnički nalog tako što će nas kontaktirati putem support@betonred.com . Kompanija će Vam vratiti sva sredstva sa korisničkog naloga. Način otplate će biti izabran prema apsolutnom nahođenjuBetOnRed-a .
10.2. U cilju obezbeđivanja mera protiv prevara, sprečavanja pranja prihoda stečenih kriminalom, finansiranja terorizma i zloupotreba od strane Korisnika,BetOnRed zadržava pravo da proveri identitet Korisnika u procesu zatvaranja korisničkog naloga. To znači daBetOnRed ima pravo da od Korisnika zahteva ažurna dokumenta, obavi intervju (Skipe poziv ili Zoom poziv) sa Korisnikom, zatraži potvrdu izvora sredstava ili/i sliku visoke rezolucije i vidljivu sliku selfi korisnika sa njegovim/njenim ažuriranim dokumentima blizu njegovog/njenog lica, iako je Korisnik u prošlosti prošao verifikaciju identiteta.
10.3.BetOnRed zadržava pravo da zatvori vaš korisnički nalog i da vam refundira sredstva iz stanja na korisničkom nalogu, podložno odbitku relevantnih troškova povlačenja, po apsolutnom nahođenjuBetOnRed -a i bez ikakve obaveze da navede razlog ili da prethodnog obaveštenja .
10.4. Razumete da učešćem u Igrama preuzimate rizik od gubitka sredstava deponovanih na vaš račun.
Možete li da navedete razlog za zatvaranje naloga? Da li biste bili ljubazni da mi prosledite zahteve za zatvaranje naloga koje ste poslali kazinu? Moja mejl adresa je veronika.l@casino.guru .
Hvala vam puno unapred.
Srdačan pozdrav
Veronika
Dear Caniggia2021,
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).
I have checked the Terms and Conditions of BetOnRed Casino, and this is what I found:
10. Closing the account
10.1. User may close User account by contacting Us via support@betonred.com. The Company shall return to You any and all funds from User Account. The method of repayment will be chosen at absolute discretion of BetOnRed.
10.2. In order to ensure anti-fraud measures, prevention of laundering proceeds of crime, and financing of terrorism and abuse on the part of the User, BetOnRed reserves the right to verify the User’s identity in the process of closing the User’s account. It means that BetOnRed is entitled to request up-to-date documents from the Users, conduct an interview (Skype call or Zoom call) with a User, request confirmation of the source of funds or/and a high-resolution and visible photo of a user’s selfie with his/her up-to-date documents near his/her face, even though the User has passed identity verification in the past.
10.3. BetOnRed reserves the right to close your User Account and to refund to you funds from the balance of the User Account, subject to the deduction of relevant withdrawal charges, at BetOnRed's absolute discretion and without any obligation to state a reason or give prior notice.
10.4. You understand that by participating in the Games you take the risk of losing funds deposited into your account.
Could you please 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? My email address is veronika.l@casino.guru.
Thank you very much in advance.
Best regards
Veronika
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