Nedavno sam podneo žalbu Casino Guru-u u vezi sa problemom koji sam naišao sa onlajn kazinom licenciranim na Kurasau. Međutim, moja žalba je odbijena na osnovu toga što sam je već podneo Odboru za kontrolu igara na sreću Curacao (GCB).
Ovo odbijanje je zasnovano na nerazumevanju trenutne uloge i odgovornosti GCB-a. Važno je napomenuti da, trenutno, GCB ne prihvata niti obrađuje žalbe u vezi sa onlajn kockarnicama.
Nekoliko ključnih tačaka za razjašnjenje:
- GCB je regulator za kockarnice na kopnu na Kurasau. Njihov obim se trenutno ne proteže na onlajn kazina.
- Dok GCB veb stranica ima generički obrazac za kontakt sa poljem za navođenje operatera, ovo je namenjeno žalbama na obična kazina, a ne na onlajn kazina. Podnošenje žalbe na onlajn igre putem ovog obrasca neće dovesti do toga da GCB reši problem.
- GCB navodi da su njihovi propisi o igrama prevedeni sa holandskog na engleski i da holandska verzija ima prednost u slučaju bilo kakvih neslaganja. Ovaj jezički problem možda doprinosi konfuziji.
- Stoga je politika Casino Gurua da odbija žalbe koje su podnete GCB-u pogrešna i nepravedna kada su u pitanju onlajn kazina. GCB jednostavno nema jurisdikciju ili procese za rešavanje ovih žalbi.
Kao vodeći sajt za pregled kazina i posrednik, Casino Guru ima odgovornost da razume nijanse propisa o igrama na sreću u različitim jurisdikcijama. Odbijanje da se razmatraju validne pritužbe na tehničkoj osnovi, kada navedeni regulator čak i ne rešava takve vrste pritužbi, protivi se principima zaštite igrača i pravičnog rešavanja sporova.
Objavljujem ovo da započnem diskusiju i nadam se da ću Casino Guru-a ponovo proceniti i razjasniti svoje politike postupanja sa žalbama, posebno kada su u pitanju onlajn kazina sa licencom Curacao. Ostali igrači koji su imali slična iskustva su dobrodošli da se jave.
I recently submitted a complaint to Casino Guru regarding an issue I experienced with an online casino licensed in Curacao. However, my complaint was rejected on the grounds that I had already submitted it to the Curacao Gaming Control Board (GCB).
This rejection is based on a misunderstanding of the GCB's current role and responsibilities. It's critical to note that, at present, the GCB does not accept or handle complaints related to online gaming casinos.
A few key points to clarify:
- The GCB is the regulator for land-based casinos in Curacao. Their scope does not currently extend to online casinos.
- While the GCB website has a generic contact form with a field for specifying the operator, this is intended for complaints about brick-and-mortar casinos, not online casinos. Submitting an online gaming complaint via this form will not result in the GCB addressing the issue.
- The GCB states that their gaming regulations are translated from Dutch to English, and that the Dutch version takes precedence in case of any discrepancies. This language issue may be contributing to the confusion.
- Therefore, Casino Guru's policy of rejecting complaints that were submitted to the GCB is misguided and unfair when it comes to online casinos. The GCB simply does not have the jurisdiction or processes in place to handle these complaints.
As a leading casino review site and mediator, Casino Guru has a responsibility to understand the nuances of gaming regulations in different jurisdictions. Refusing to consider valid complaints on a technicality, when the specified regulator does not even handle those types of complaints, goes against the principles of player protection and fair dispute resolution.
I'm posting this to start a discussion and hopefully prompt Casino Guru to reevaluate and clarify their complaint handling policies, particularly as they relate to Curacao-licensed online casinos. Other players who have had similar experiences are welcome to chime in.