Poštovani jano1075,
Hvala vam puno što ste podnijeli žalbu. Žao mi je što čujem za vaš problem. Imajte na umu da vjerujemo da kazina mogu ponuditi svoje usluge bilo kome sve dok zemlja igrača ne postane problem u trenutku povlačenja. Više o našem stavu po ovom pitanju možete pročitati ovdje .
Osim toga, siguran sam da razumijete da problemi s vezom ne moraju nužno biti greška kazina, i ne možemo kazniti kazino za ovako nešto. Gotovo je nemoguće dokazati da slaba internetska veza nije uzrokovana internet provajderom igrača.
Stoga vjerujem da bismo se trebali fokusirati na zatvaranje vašeg računa. Provjerio sam odjeljak odgovornog kockanja , i evo šta sam našao:
„SAMOISKLJUČIVANJE
Ako trebate da napravite pauzu od kockanja, nudimo mogućnost samoisključenja koju korisnik može aktivirati u okviru 'Moj nalog' ili kontaktiranjem podrške. Samoisključivanje znači da će vaš račun ostati zatvoren minimalno 7 dana i neće biti ponovo aktiviran ni pod kojim okolnostima tokom perioda isključenja. Ovo je glavna razlika u odnosu na standardni zahtjev za zatvaranje računa. Potreban je pisani zahtjev (istječe nakon što ste odredili rok) prije nego što se može razmotriti ponovno otvaranje računa.
Elite24Bet stranica također omogućava korisnicima da blokiraju pristup pojedinačnim proizvodima (Sportske kladionice, Kazino, igre i poker) putem 'Moj nalog' ili kontaktiranjem podrške.
Ako razmišljate o samoisključenju, ne zaboravite kontaktirati sve kompanije za kockanje kod kojih imate račune i zatražiti samoisključivanje i kod njih. Također preporučujemo da se razmotri instalacija softvera koji će vam omogućiti da blokirate pristup web stranicama za kockanje na internetu. Pogledajte Sistemi za filtriranje na dnu ove stranice."
Možete li mi proslijediti snimak ekrana vašeg zahtjeva? Moja adresa e-pošte je kristina.s@casino.guru . Alternativno, možete ga objaviti ovdje. Također, da li sam dobro shvatio da niste izvršili nijedan uspješan depozit nakon što ste zatražili zatvaranje računa?
Hvala unaprijed na odgovoru.
Srdačan pozdrav,
Kristina
Dear jano1075,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please note, that we believe that casinos can offer their services to anyone as long as the player's country doesn't become an issue at the point of withdrawal. You can read more about our position regarding this issue here.
Furthermore, I am sure you understand that issues with connection might not necessarily be the casino's mistake, and we cannot punish the casino for something like this. It is close to impossible to prove that a weak internet connection is not caused by the player's internet provider.
So I believe we should focus on your account closure. I have checked the responsible gambling section, and this is what I found:
"SELF-EXCLUSION
Should you need to take a break from gambling, we provide a self-exclusion facility which can be activated by the customer within 'My Account' or by contacting Support. Self-exclusion means that your account will remain closed for a minimum period of 7 days, and will not be reactivated under any circumstances during the exclusion period. This is the major difference to a standard account closure request. A written request (expire after your stipulated time frame) is required before account re-opening can be considered.
The Elite24Bet site also allows customers to block access to individual products (Sportsbook, Casino, Games and Poker) via 'My Account' or by contacting Support.
If you are considering self-exclusion, please remember to contact all gambling companies with whom you have accounts and ask to self-exclude with them too. We also recommend that consideration is given to the installation of software that will allow you to block access to internet gambling websites. See Filtering Systems at the bottom of this page."
Could you please forward me a screenshot of your request? My email address is kristina.s@casino.guru. Alternatively, you can post it here. Also, do I understand correctly that you haven't made any successful deposits after you requested account closure?
Thank you in advance for your reply.
Best regards,
Kristina
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