Hvala vam što ste mi se javili i što ste razmotrili moju žalbu. Cenim što ste priznali moje negativno iskustvo sa Cosmobet kazinom.
Razumem da je Gamstop obavezan za kazina sa licencom UKGC i da Cosmobet možda nije pokriven ovim propisima. Međutim, verujem da bi svi onlajn kazina trebalo da štite igrače koji se javljaju sa problemima kockanja, bez obzira na njihov status licence. Ne radi se samo o poštovanju pravila – već o tome da se radi ono što je ispravno.
Evo još detalja o tome šta se dogodilo. Juče sam napravio nekoliko depozita u Cosmobet kazinu, i nije bilo lako — trebalo je mnogo odvojenih transakcija. Nakon što sam izgubio sav novac, istog dana sam kontaktirao kazino da im kažem da se borim sa kockanjem. Posle toga su mi blokirali račun, što je bilo dobro, ali tada je novac već nestao.
Mislim da je povraćaj fer iz nekoliko razloga:
Odložena radnja: Kazino je blokirao moj nalog tek nakon što sam se obratio. Trebalo je da imaju mere da otkriju i reaguju na neuobičajenu aktivnost depozita, posebno s obzirom na velike iznose koje sam ulagao. Da su reagovali ranije, ne bih izgubio sav svoj novac.
Težak proces povlačenja: Dok je deponovanje bilo prilično jednostavno, povlačenje je bila druga priča. Bilo je potrebno proći kroz četiri različita koraka verifikacije, pa čak i slikati moju bankovnu karticu. Platio sam putem banke, tako da je to što moram da prođem kroz tako složen proces da vratim svoj novac frustrirajuće i osećam se nepravedno, posebno kada je depozite bilo tako lako napraviti.
Etička odgovornost: Bez obzira na njihovu licencu, Cosmobet je trebalo da preduzme hitne korake da mi pomogne kada sam im rekao za svoj problem sa kockanjem. Činjenica da su postupili tek nakon što sam izgubio novac ukazuje na nedostatak posvećenosti zaštiti igrača.
Podrška za igrače: Nakon što sam obavestio kazino o svojim problemima sa kockanjem, nije bilo trenutne ponude podrške ili jasne opcije refundiranja. Ovo pokazuje nedostatak u njihovim merama zaštite igrača, za koji verujem da treba da se popravi.
Zahvalan sam na resursima i podršci na koje ste mi ukazali, kao što su Alat za pomoć pri samoisključenju i BetBlocker. Planiram da koristim ove alate za upravljanje svojim kockanjem.
Hvala vam još jednom na pomoći i nadam se da se ovo može pošteno rešiti.
Srdačan pozdrav,
Vill
Thank you for getting back to me and for looking into my complaint. I appreciate you acknowledging my negative experience with Cosmobet Casino.
I understand that Gamstop is mandatory for UKGC-licensed casinos, and that Cosmobet might not be covered under these regulations. However, I believe all online casinos should protect players who come forward with gambling issues, regardless of their licensing status. It's not just about following the rules—it's about doing what's right.
Here’s some more detail about what happened. Yesterday, I made several deposits with Cosmobet Casino, and it wasn’t easy—it took a lot of separate transactions. After losing all the money, I contacted the casino the same day to tell them I was struggling with gambling. They did block my account after that, which was good, but by then, the money was already gone.
I think a refund is fair for a few reasons:
Delayed Action: The casino only blocked my account after I reached out. They should have had measures in place to detect and act on unusual deposit activity, especially considering the large amounts I was putting in. If they had acted sooner, I wouldn’t have lost all my money.
Difficult Withdrawal Process: While depositing was pretty straightforward, withdrawing was a different story. It required going through four different verification steps and even taking a picture of my bank card. I paid via bank, so having to go through such a complex process to get my money back is frustrating and feels unfair, especially when the deposits were so easy to make.
Ethical Responsibility: Regardless of their licensing, Cosmobet should have taken immediate steps to help me when I told them about my gambling problem. The fact that they only acted after I lost my money suggests a lack of commitment to player protection.
Player Support: After I notified the casino of my gambling issues, there was no immediate offer of support or a clear refund option. This shows a gap in their player protection measures, which I believe should be addressed.
I’m grateful for the resources and support you’ve pointed me to, like the Self-Exclusion Assistance Tool and BetBlocker. I plan to use these tools to help manage my gambling.
Thanks again for your help, and I hope this can be resolved fairly.
Best regards,
Will
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