Kratko praćenje:
Uprkos njihovim odredbama i uslovima, koji odriču odgovornost za gubitke, postoje jedinstvene okolnosti za koje smatram da zahtevaju detaljnu reviziju.
Razlozi za zahtev za povraćaj sredstava:
Samoisključenje i period hlađenja nije poštovan:
Nedelju dana pre nego što sam sve izgubio, zatražio sam period samoisključenja, jer sam bio zabrinut zbog potencijalnih gubitaka u vezi sa kockanjem. Jasno sam naznačio svoju nameru da izbegnem dalje učešće i da sprečim rizik od gubitka sredstava. Međutim, nisam dobio nikakve efikasne alatke za samoisključivanje, niti je moj nalog bio ograničen kao odgovor na ovaj zahtev. Bez ove neophodne intervencije, mogao sam da prokockam svoj dobitak i dodatna sredstva, što verovatno ne bi bilo da je poštovana mera samoisključenja.
Propust da se sprovedu mere odgovornog kockanja:
Većina onlajn kazina daje prednost dobrobiti igrača nudeći zaštitne mere kao što su periodi hlađenja, provere realnosti i ograničenja sesije. Ove mere se smatraju industrijskim standardima i deo su obaveza odgovornog kockanja, čak i u jurisdikcijama sa manje ograničenja. Dozvoljavajući mi da nastavim sa deponovanjem i gubitkom sredstava bez ikakve intervencije, kazino nije preduzeo razumne radnje da zaštiti igrača koji je u opasnosti.
Dužnost kazina da vodi računa o dobroj veri:
Nedostatak odgovora na moj zahtev za samoisključivanje ukazuje na neispunjenje razumne obaveze brige. Kada sam izrazio zabrinutost, nadao sam se da će kazino delovati u dobroj nameri da pomogne u upravljanju rizikom. Umesto toga, bilo mi je dozvoljeno da igram kroz sve svoje dobitke i više. Ovo odsustvo zaštitnih mera omogućilo je nastavak igre na način koji nije u skladu sa principima odgovornog kockanja, što je na kraju dovelo do značajnog finansijskog gubitka.
Jedinstvene okolnosti koje okružuju moje gubitke:
S obzirom da sam tokom ovog perioda bio pod lekovima zbog zdravstvenih problema, moja sposobnost da donosim potpuno informisane odluke o kockanju je bila ugrožena. Kazina često nude alate za sprečavanje impulsivnih odluka u ovakvim situacijama, a takvi alati bi pomogli da se ublaže gubici.
Praksa odgovornog kockanja zahteva da kazina odgovore na zahteve igrača za pomoć u ograničavanju njihovog kockanja. Moj zahtev je signalizirao da sam zabrinut zbog svog kockarskog ponašanja, posebno u vezi sa impulzivnom igrom i gubitkom značajnih sredstava. Dozvoljavanje meni da nastavim da uplaćujem i igram bez pružanja bilo kakve zaštitne mere je, po mom mišljenju, kršenje dužnosti kazina da vodi računa.
Mnoga renomirana kazina nude opcije kao što su samoisključivanje, zaključana povlačenja i periodi hlađenja kako bi se osiguralo da se igrači mogu zaštititi od prevelikih gubitaka. Da je Casinovais sledio industrijske standarde i primenio moj zahtev, bio bih zaštićen od ovih gubitaka.
Iz ovih razloga, s poštovanjem, tražim povraćaj u iznosu od 40.000-59.000 evra. Smatram da je ovaj zahtev razuman, s obzirom na moj proaktivni zahtev da ograničim svoju aktivnost kockanja i odsustvo odgovora iz kazina da bi zaštitio moju dobrobit.
Hvala vam što ste odvojili vreme da pregledate ovu žalbu. Radujem se vašem odgovoru i nadam se povoljnom rešenju.
A quick follow up:
Despite their terms and conditions, which disclaim liability for losses, there are unique circumstances that I feel warrant a thorough review.
Reasons for Refund Request:
Self-Exclusion and Cooling-Off Period Not Honored:
The week before i lost it all , I reached out to request a self-exclusion period, as I was concerned about potential gambling losses. I clearly indicated my intent to avoid further participation and to prevent the risk of losing funds. However, I was not provided with any effective self-exclusion tools, nor was my account limited in response to this request. Without this necessary intervention, I was able to gamble away my winnings and additional funds, which would likely not have occurred had a self-exclusion measure been honored.
Failure to Enforce Responsible Gambling Measures:
Most online casinos prioritize player welfare by offering safeguards like cooling-off periods, reality checks, and session limits. These measures are considered industry standards and are part of responsible gambling obligations, even in jurisdictions with fewer restrictions. By allowing me to continue depositing and losing funds without any intervention, the casino did not take reasonable actions to help protect a player at risk.
Casino’s Duty of Care and Good Faith:
The lack of response to my self-exclusion request indicates a failure to exercise a reasonable duty of care. When I expressed concerns, I hoped the casino would act in good faith to help manage the risk. Instead, I was permitted to play through all my winnings and more. This absence of safeguards allowed the continuation of play in a manner inconsistent with responsible gambling principles, and it ultimately led to significant financial loss.
Unique Circumstances Surrounding My Losses:
Given that I was under medication due to medical issues during this period, my ability to make fully informed gambling decisions was compromised. Casinos often offer tools to prevent impulsive decisions in situations like these, and such tools would have helped mitigate losses.
Responsible gambling practices require that casinos respond to players' requests for help in limiting their gambling. My request signaled that I was concerned about my gambling behavior, particularly in relation to impulsive play and loss of significant funds. Allowing me to continue depositing and playing without offering any protective measure is, in my view, a breach of the casino’s duty of care.
Many reputable casinos offer options such as self-exclusion, locked withdrawals, and cooling-off periods to ensure players can protect themselves from excessive losses. Had Casinoways followed industry standards and implemented my request, I would have been protected from these losses.
For these reasons, I respectfully request a refund of €40,000-€59,000 I believe this request is reasonable, considering my proactive request to limit my gambling activity and the absence of a response from the casino to protect my welfare.
Thank you for taking the time to review this appeal. I look forward to your response and am hopeful for a favorable resolution.
Automatski prevedeno:
