The player from Spain is facing issues with a casino that allowed him to play while registered with Rgiaj. Since the casino does not have the opportunity to check such information anywhere and did not know about the complainant's self-exclusion/gambling addiction until the player informed them about it by email, basically, he took advantage to register and play in the casino despite his self-exclusion. The player even did not read the terms and conditions and information about gaming license(s) during registration completely or tried to use the situation in order to ask the casino for a refund later. However, his funds were lost by playing. We concluded the casino should refund the player's funds lost during the period between informing the casino about gambling addiction/self-exclusion in his country of residence and account closure. However, there was no activity on the account at the given time. Therefore, we closed the complaint as unjustified and provided the casino with a recommendation regarding the acceptance of such players and/or possible additional processes implementation.
Igrač iz Španije se suočava sa problemima sa kazinom koji mu je dozvolio da igra dok je registrovan kod Rgiaja. Pošto kazino nigde nema mogućnost da proveri takve informacije i nije znao za samoisključivanje/zavisnost od kockanja podnosioca žalbe sve dok ih igrač nije obavestio o tome putem e-pošte, u suštini, on je iskoristio da se registruje i igra u kazinu uprkos tome što je samoisključivanje. Igrač čak nije u potpunosti pročitao odredbe i uslove i informacije o licenci za igre na sreću tokom registracije ili je pokušao da iskoristi situaciju kako bi kasnije zatražio od kazina povraćaj novca. Međutim, njegova sredstva su izgubljena igranjem. Zaključili smo da kazino treba da refundira igraču izgubljena sredstva tokom perioda između obaveštavanja kazina o zavisnosti od kockanja/samoisključenja u njegovoj zemlji prebivališta i zatvaranja računa. Međutim, u datom trenutku nije bilo aktivnosti na nalogu. Stoga smo žalbu zatvorili kao neopravdanu i dali kazinu preporuku u vezi sa prihvatanjem takvih igrača i/ili eventualnom implementacijom dodatnih procesa.
Automatski prevedeno:
