Dragi Mihal,
Hvala vam na odgovoru, ali ima nekoliko stvari koje moramo da vam razjasnimo sa naše strane.
Da bismo to uradili, želimo da vas uputimo na naše uslove korišćenja sa kojima se korisnik složio prilikom registracije.
3.22.3. Kupac potvrđuje, saglasan je i prihvata da je procedura za samoisključivanje sa brendom sledeća: Ako kupac želi da bude samoisključen iz bookofcasino.net, on/ona treba da nas kontaktira na sledeću adresu e-pošte: customercare@bookofcasino.net
Imejl klijenta treba da sadrži sledeće informacije:
(a) jasan zahtev koji navodi da kupac želi da bude potpuno Samoisključen (ne delimično ograničen) na dobrovoljnoj osnovi;
(b) trajanje perioda samoisključenja, sa najmanje dvadeset četiri sata.
Kao što je već pomenuto u temi, postoji tehnički vremenski okvir potreban za obradu zahteva, a takođe je važno napomenuti da tokom perioda čekanja na samoisključenje, igrač preuzima isključivu odgovornost za bilo koju aktivnost naloga, takođe eksplicitno objašnjeno u T&Cs.
Na osnovu gore navedenih informacija, nismo primetili, niti smo obavešteni od strane korisnika o njihovoj zabrinutosti u vezi sa kockanjem, tako da nisu preduzete nikakve preuranjene radnje prilikom njihovog prvog kontakta sa podrškom.
Ona nije spomenula da joj je potrebno trajno zatvaranje naloga ni u jednom od svojih ćaskanja ili mejlova, niti je pomenula bilo koji vremenski okvir u mejlu, stoga je primenjen period samoisključenja od 30 dana, kao mera predostrožnosti zbog nedostatka predviđenog vremenskog okvira .
Ako je igraču potrebna dodatna pomoć, imajte na umu da nudimo podršku za ćaskanje 24/7 tako da uvek postoji neko ko će pomoći ako i kada je to potrebno.
Štaviše, zbog novih informacija, koje nismo imali kada je igrač podneo zahtev, rok za isključenje je shodno tome izmenjen.
Pozdravi,
BookofCasino tim
Dear Michal,
Thank you for the reply but there are a couple of things that we need to clarify for you from our side.
In order to do so, we would like to direct you to our T&C, which the user has agreed with upon registering.
3.22.3. The customer acknowledges, agrees, and accepts that the procedure for Self-Exclusion with the Brand is as follows: If the customer wants to be Self-Excluded from bookofcasino.net, he/she needs to contact us on the following email address: customercare@bookofcasino.net
The customer’s email needs to include the following information:
(a) a clear request that states that the customer wishes to be fully Self-Excluded (not partially restricted) on a voluntary basis;
(b) the duration of the period of the Self-Exclusion, with a minimum of twenty-four hours.
As already referred in the thread, there is a technical timeframe required to process the requests, and it is also important to mention that during the period of pending self-exclusion, the player takes sole responsibility for any account activity, also explicitly explained in the T&Cs.
Based on the information stated above, we have not noticed, nor have we been made aware by the user of their gambling concerns, hence no premature actions were taken upon their first contact with the support.
She has not mentioned that she needs permanent account closure in any of her chats or emails, nor has she mentioned any timeframe in the email, therefore the 30-day self-exclusion period was applied, as a precaution due to the lack of provided timeframe.
If the player needs additional assistance, please keep in mind that we offer 24/7 chat support so there is always someone to help if and when it is required.
Furthermore, due to the new information, which we did not have when the player submitted their request, the exclusion timeframe has been amended accordingly.
Regards,
BookofCasino Team
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