Hej, nedavno sam se pomirio sa lošom zavisnošću od kockanja i počeo sam da se lečim. Posetio sam Del oro podršku 7. juna i zamolio ih da trajno zatvore moj nalog zbog zavisnosti od kockanja. Dobio sam potvrdu da je račun zatvoren tek malo kasnije.
25. juna (dan plate u Švedskoj), dobijam ovo: „Vidim da ste zatvorili svoj nalog pre nekog vremena i pokušali da ga ponovo otvorite.
Trenutno niste mogli da ga ponovo otvorite jer ste još uvek bili u svom
period hlađenja. Vaš period hlađenja je sada gotov, što znači da možemo ponovo da ga otvorimo ako želite
i dalje kao.
Kao poklon dobrodošlice, možemo vam ponuditi specijalnu ponudu da pokažemo da cenimo to što postojimo
u našoj porodici Del Oro"
Nisam im se obratio/tražio da ponovo otvore moj nalog kao što je u poruci, kontaktirali su me neželjeno. I onda dobio ponudu od 3 različita bonusa. Nisam mogao da odolim ovome kada je moja plata stigla na moj bankovni račun i zatražila da se moj račun ponovo otvori. Tada sam igrao za oko 2000 eur, ali sam za to vreme napravio i povlačenje od 300 eur (koje sam ponovo položio nazad u kazinu) tako da bi depoziti-isplati trebalo da budu oko 1700 eur. Ovo je mnogo više nego što mogu da priuštim da igram i kada je moj nalog bio prazan, shvatio sam šta sam uradio i ponovo zatvorio nalog.
Poslao sam e-poštu Del oro-u i tražio nazad svoje depozite-isplate jer u mojim očima nisam trebao ponovo da otvorim račun i nisam trebao dobiti ponudu za to. Bili su veoma ljubazni u imejlovima i brzo su odgovorili na njih, rekli su mi da moj nalog nije trebalo ponovo da se otvara, ali da slučajno nisu stavili dovoljno napomena na nalog.
Ono što se razlikujemo je u tome što tražim pun iznos depozita-povlačenja od trenutka kada mi je bilo dozvoljeno da ponovo otvorim svoj račun. Oni tvrde da imaju režijske troškove kao što su troškovi platforme, osoblje, zaposleni, bonusi, itd. koji moraju biti pokriveni i da bi ih to dovelo u veliki deficit nudeći puni povraćaj. Umesto toga, ponudili su mi nešto ispod 20% nazad. Osećam da ove troškove ne bi trebalo nadoknaditi zavisnicima od kockanja, pogotovo ne kada su mi slučajno ponovo otvorili račun. (Takođe sam izgubio nešto više od 1000eur pre nego što sam prvi put zatvorio nalog koji će oni naravno zadržati)
Hey, I've recently have come to terms with having a bad gambling addiction and have started treatment. I reached out to Del oro support on the 7th June and asked them to close my account permanently due to gambling addiction. I got confirmation that the account was closed just a little while afterwards.
25th June(salary day in Sweden), I get sent this "I see you closed your account sometime ago, and the tried to reopen it.
At the moment, you were not able to reopen it because you were still in your
cool off period. Your cool of period is now over, meaning we can reopen it if you would
still like.
As a welcoming back gift, we can offer you a special to show our appreciation of being
in our Del Oro Family"
I did not reach out to them/asked them to reopen my account as the message states, I was contacted unsolicited. And then got an offer of 3 different bonuses. I could not resist this when my salary had reached my bank account and asked for my account to be reopened. I then played for around 2000 eur, but during this time also made a withdrawal of 300eur(which I redeposited back in the casino) so deposits-withdrawals should be around 1700 eur. This is far more than I can afford to play for and when my account was empty I realized what I had done and closed my account again.
I have emailed Del oro and asked for my deposits-withdrawals back since I in my eyes shouldn't have been able to open an account again and should not have gotten an offer to do so. They have been very nice in emails and have answered them fast, they've told me that my account shouldn't have been reopened but that they by accident didn't put enough notes on the account.
Where we differ is in me asking the full amount of deposits-withdrawals back from the time I was allowed to reopen my account. They argue that they have overhead costs such as platform costs, staff, employees, bonuses, etc that has to be covered and that it would put them in a to big deficit offering a full refund. Instead they have offered me around a bit under 20% back. I feel like these costs shouldn't be recouped from gambling addicts especially not when they by accident opened up my account again. (I've also lost a bit over 1000eur before I closed my account the first time which they of course will keep)
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