Dragi kazino guru,
Pišem da bih podneo zvaničnu žalbu protiv Cloudbet-a zbog njihovog grubog nemara u rešavanju mog zahteva u vezi sa odgovornim igranjem. Dana 23-08, kontaktirao sam Cloudbet tim za podršku putem ćaskanja uživo, gde sam ih eksplicitno obavestio da imam ozbiljan problem sa kockanjem. Zbog ozbiljnog uticaja koje je ovo imalo na moje mentalno zdravlje, zatražio sam da se moj nalog trajno zatvori.
Na moju nesreću, Cloudbet mi je ponudio samo privremeni period hlađenja od 24 sata, što smatram potpuno neadekvatnim s obzirom na ozbiljnost moje situacije. Želim da naglasim da se značajno borim, do tačke u kojoj doživljavam samoubilačke misli. Potrebna mi je hitna pomoć i zaštita od dalje štete, zbog čega sam ih više puta molio da trajno zatvore moj nalog.
Uprkos mom jasnom i hitnom zahtevu, Cloudbet nije preduzeo odgovarajuće mere da zaštiti moje blagostanje. Njihov neuspeh da zatvore moj nalog je očigledno nepoštovanje prakse odgovornog igranja i samo je pogoršao moju nevolju.
Štaviše, tražim povraćaj mojih nedavnih depozita, u ukupnom iznosu od približno 750 EUR. Nakon što su Cloudbetu priznali da imam problem sa kockanjem, zanemarili su moj zahtev za zatvaranje naloga i dozvolili mi da nastavim sa deponovanjem i kockanjem. S obzirom na ove okolnosti, smatram da je povraćaj novca i opravdan i neophodan da bi se umanjila šteta koja je prouzrokovana.
Duboko sam zabrinut zbog Cloudbetovog postupanja u ovoj situaciji i osećam da nisu ispunili svoju dužnost da zaštite ranjivog igrača. Obraćam se kazino Guruu za pomoć u rešavanju ovog pitanja, pošto nisam mogao da dobijem zadovoljavajući odgovor direktno od Cloudbet-a.
Nadam se da uz vašu pomoć ovaj problem može da se reši brzo i na odgovarajući način. Ako ovo pitanje ostane nerešeno, neću imati izbora nego da ga dalje eskaliram, uključujući podnošenje zvanične žalbe Curacao eGaming-u i razmatranje pravnog postupka.
Hvala vam na razumevanju i podršci u ovoj hitnoj stvari.
Dear Casino Guru,
I am writing to file a formal complaint against Cloudbet for their gross negligence in handling my request related to responsible gaming. On 23-08, I contacted Cloudbet’s support team via live chat, where I explicitly informed them that I have a serious gambling problem. Due to the severe impact this has had on my mental health, I requested that my account be permanently closed.
To my dismay, Cloudbet only offered me a temporary cooling-off period of 24 hours, which I find completely inadequate given the severity of my situation. I want to stress that I am struggling significantly, to the point where I am experiencing suicidal thoughts. I need immediate help and protection from further harm, which is why I repeatedly pleaded with them to close my account permanently.
Despite my clear and urgent request, Cloudbet did not take appropriate action to safeguard my well-being. Their failure to close my account is a blatant disregard for responsible gaming practices and has only exacerbated my distress.
Furthermore, I am requesting a refund of my recent deposits, totaling approximately 750 EUR. After admitting to Cloudbet that I have a gambling problem, they neglected my request to close the account and allowed me to continue depositing and gambling. Given these circumstances, I believe that a refund is both justified and necessary to mitigate the harm that has been caused.
I am deeply concerned by Cloudbet’s handling of this situation and feel that they have failed in their duty to protect a vulnerable player. I am reaching out to Casino Guru for assistance in resolving this matter, as I have not been able to get a satisfactory response from Cloudbet directly.
I hope that with your help, this issue can be resolved swiftly and appropriately. Should this matter remain unresolved, I will have no choice but to escalate it further, including filing a formal complaint with Curaçao eGaming and considering legal action.
Thank you for your understanding and support in this urgent matter.
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