Zdravo Veijie,
Hvala na strpljenju. Mogu da potvrdim da sam u kontaktu sa kazino timom. Dostavili su mi transkript ćaskanja od trenutka kada ste tražili samoisključivanje.
Važno je navesti razlog, jer je ova informacija ključna. Ako je kazino svestan problema sa kockanjem igrača, račun treba zatvoriti bez mogućnosti ponovnog otvaranja, sa samo nekoliko izuzetaka. To je zato što takav igrač ne može da kontroliše svoje postupke. Međutim, ako postoje drugi razlozi, kao što je samo pauza od kockanja, sasvim je standardno da se takav nalog lako ponovo otvori, jer se smatra da igrač i dalje ima kontrolu.
U vašem slučaju, na osnovu transkripta, na pitanje zašto želite da se samoisključite, vaš odgovor je bio jednostavno „Želim da se samoisključim". Kasnije kada ste pitali koliko će vremena biti potrebno za zatvaranje naloga, dodali ste ovu poruku "izvini ne želim više da se kockam, moram da se zaustavim sa ovim samoisključivanjem", bilo je nekih indicija, ali to nije bilo dovoljno da odredite da li samo želite da napravite pauzu od kockanja ili imate problema sa kontrolom. Uvek preporučujem da budete konkretni u vezi sa problemom kada je to moguće. Direktno informisanje kazina o takvim problemima može vas zaštititi u budućnosti.
Veoma mi je žao, ali bez dodatnih dokaza koji pokazuju da je kazino svestan vašeg problema sa kockanjem, ne mogu da nastavim sa ovim slučajem. Da li imate dodatne dokaze koji potkrepljuju svoje tvrdnje?
Hi Weijie,
Thank you for your patience. I can confirm that I am in contact with the casino team. They have provided me with a chat transcript from the time you requested self-exclusion.
It is important to specify the reason, as this information is crucial. If the casino is aware of a player's gambling problem, the account should be closed without the chance to reopen, with only a few exceptions. This is because such a player cannot control their actions. However, if there are other reasons, such as just taking a break from gambling, it is quite standard for such an account to be easily reopened, as it is considered that the player is still in control.
In your case, based on the transcript, when asked for a reason why you want to self-exclude, your response was simply "I want to self exclude". Later when you asked how long will it take to close the account, you added this message "sorry i don't want to gamble anymore, have to stop myself with this self exclusion"., there were some indications, but it was not enough to determine if you just want to have a pause from gambling or having problems with controlling. I always recommend being specific about the issue when possible. Directly informing the casino about such issues can protect you in the future.
I am very sorry, but without additional evidence demonstrating the casino's awareness of your gambling issue, I am unable to proceed with this case. Do you have any additional evidence to support your claims?
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