Zdravo,
Već smo se bavili ovakvim slučajevima. Koliko se ja sjećam, pristup je sljedeći:
Kad god igrač zahtijeva samoisključivanje, najbolja opcija je da to učini na svom računu ako kasino nudi ovu opciju. Ako to nije moguće, bolje je da kontaktirate brže od e -pošte - obično razgovor uživo ili telefon.
Kada igrač kontaktira kasino putem e -pošte, tada vjerujemo da bi kazino trebao zatvoriti račun u "razumnom" vremenskom periodu. Nisam siguran u trenutna interna pravila koja imamo za ove slučajeve, ali to je između 24 i 48 sati koliko se sjećam. Ako kazino to ne učini, odgovornost je kazina kada igrač izgubi novac.
Vaš slučaj je specifičan u smislu da ste dobili pogrešnu adresu e -pošte. Tako već znamo da vam nikada ne bi zatvorili račun čak i ako biste čekali duže. U svakom slučaju, ako ste ih kontaktirali samo putem e -pošte, a zatim izgubili novac "nekoliko sati kasnije", vjerujem da ste vi krivi. Jednostavno zato što ne možete očekivati da će se kazino odmah pozabaviti vašom e -poštom. U nekim kockarnicama zaista imaju mnogo kontakata svaki dan, a zatim se time bave jedan po jedan hronološki. Tada je razumno dati kazinu 24 sata da se bavi vašom e -poštom.
Hi,
We already dealt with cases like this one in past. As far as I remember, the approach is following:
Whenever a player requires the self-exclusion, the best option is to do it in their own account if the casino offers this option. If it's not possible, then it's better to you contact methods that are faster than email - typically live chat or a phone.
When the player contacts the casino via email, then we believe that the casino should close the account within a "reasonable" period of time. I'm not sure about the current internal rules we have for these cases, but it's between 24 and 48 hours as far as I remember. If the casino fails to do so, then it's casino's responsibility when the player loses the money.
Your case is specific in a sense that you've been provided a wrong email address. Thus we already know that they'd never close your account even if you waited longer. Anyway, if you contacted them only via email and then lost the money "few hours later", then I believe it would be your fault. Simply because you can't expect that the casino is going to deal with your email immediately. In some casinos, they really get a lot of contacts every day and then they deal with it one by one chronologically. Then giving the casino 24 hours at least to deal with your email sounds reasonable.
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