Ponovo smo otvorili ovu žalbu na zahtev kazina. Želeli bismo da ovom slučaju damo još jednu šansu da se reši i pomognemo obema uključenim stranama da donesu zadovoljavajući zaključak.
Dodatni komentari iz kazina:
Zdravo Petronela,
Želimo da rešimo slučaj. Dozvolite nam da odgovorimo na vaša pitanja.
„Možete li da potvrdite da li ste u martu 2023. primili zahtev od igrača preko svog internog sistema, u kome je izričito navedena njihova želja da trajno zatvori svoj nalog zbog problema sa kockanjem?"
- Klijent je internom porukom na sajtu tražio zatvaranje naloga, stoga zatvaranje naloga nije izvršilo nadležno odeljenje koje samo oni imaju mogućnost samoisključivanja igrača.
„Šta je podstaklo početno zatvaranje na šest meseci i naknadnu trajnu blokadu u novembru bez opcije za ponovno otvaranje?"
- Zbog činjenice da se klijent nije prijavio za samoisključivanje u traženom obliku, račun je automatski otvoren nakon 6 meseci i tretiran je kao redovno gašenje računa. Kada se to desilo, korisnik je video mogućnost da deponuje i igra bez rizika na našem sajtu, i ako bi pobedio, povukao bi sredstva, a ako bi izgubio, žalio bi se i tražio povraćaj.
Ako klijent podnese zahtev za samoisključivanje na traženu adresu e-pošte kako je navedeno u uslovima i odredbama, a mi zanemarimo zatvaranje naloga, mi ćemo preuzeti odgovornost i refundirati novac.
U ovom slučaju, možemo jasno videti da je kupac postupio u lošoj nameri da iskoristi situaciju
We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.
Additional comments from the casino:
Hello Petronela,
We want to solve the case. Please allow us to answer your questions.
"Could you confirm whether you received a request from the player via your internal system in March 2023, explicitly stating their desire to permanently close their account due to a gambling problem?"
- The client asked to close his account through internal message on the site, therefore the account closure was not done by the relevant department which only they have the possibility to self exclude players.
"What prompted the initial six-month closure and the subsequent permanent block in November without the option for reopening?"
- Due to the fact that the client did not applied for self exclusion in the requested form, the account was automatically opened after 6 months and been treated as regular account closure. Once this happened, the customer saw the opportunity to deposit and play risk-free on our site, and if he won, he would withdraw the funds, and if he lost, he would complain and ask for a refund.
If the customer submits a request for self-exclusion to the requested email address as stated in the terms and conditions, and we neglect to close the account, we will take responsibility and refund the money.
In this case, we can clearly see that the customer acted in bad faith to take advantage of the situation
Automatski prevedeno:
