Dragi michaelgirouk688,
Hvala vam puno što ste podneli ovu žalbu. Žao mi je što čujem za vaš problem.
Možete li da potvrdite da li ste ikada tražili da budete samoisključeni zbog problema sa kockanjem iz jednog od kazina koji pripadaju Vhite Hat Gaming Limited? Spisak se može naći ovde:
https://authorisation.mga.org.mt/verification.aspk?lang=EN&compani=633683dc-daea-49e5-9a7e-da843d38e7de&details=1
Na osnovu pravila MGA licence, nalozi igrača bi bili suspendovani na celoj platformi ako je razlog za samoisključivanje bila zavisnost od kockanja.
„(4) Svako isključenje sprovedeno u smislu ovog člana biće ponuđeno:
…
(b) Na sve načine na koje korisnik B2C licence pruža svoje usluge, i, opciono, ali ne alternativno za poslednje, preko jedne ili više veb lokacija i, ili jednog ili više udaljenih sredstava.
…
Pod uslovom da, u slučaju da je igrač isključen od strane B2C
korisnik licence u svetlu dovoljnih razloga koji ukazuju na to da igrač može imati problema sa kockanjem, taj igrač će biti isključen iz svih brendova kojima upravlja B2C licencirani."
Ako ste bili samoisključeni, niste mogli da se registrujete i igrate u kazinu koji pripada istom operateru. Sa naše tačke gledišta, nemate pravo na dobitke jer, kao samoisključeni igrač, niste trebali biti u mogućnosti da igrate, a samim tim ni da pobedite ili izgubite. Smatramo da je odluka kazina da vrati vaše depozite odgovarajuća.
Obavestite me ako postoji nešto što sam možda prevideo.
Hvala unapred na odgovoru.
Srdačan pozdrav
Veronika
Dear michaelgiroux688,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem.
Could you please confirm if you ever requested to be self-excluded due to gambling problems from one of the casinos belonging to White Hat Gaming Limited? The list can be found here:
https://authorisation.mga.org.mt/verification.aspx?lang=EN&company=633683dc-daea-49e5-9a7e-da843d38e7de&details=1
Based on the rules of the MGA license, players' accounts would be suspended across the entire platform if the reason for the self-exclusion was gambling addiction.
"(4) Any exclusion implemented in terms of this article shall be offered:
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(b) Across all the means by which the B2C licensee provides its services, and, optionally, but not alternatively to the latter, across one or more websites and, or one or more remote means.
…
Provided further that, in the event that a player has been excluded by the B2C
licensee in light of sufficient reasons which indicate that the player may have problem gambling issues, that player shall be excluded across all brands operated by the B2C licensee"
If you have been self-excluded, you should not have been able to register and play in a casino belonging to the same operator. From our point of view, you are not entitled to your winnings since, as a self-excluded player, you should not have been able to play, and therefore, not win or lose. We consider the casino's decision to return your deposits appropriate.
Please let me know if there is anything I might have overlooked.
Thank you in advance for your reply.
Best regards
Veronika
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