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Casino. Guru complainservice

pre 5 meseci od Anonymized641
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2286 pregleda 15 odgovora |
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pre 5 meseci

Casino.guru's complaint services are a complete joke. You can forget about them solving anything you can't solve yourself. I have to say that I really liked this site and over time I developed trust in it. This turned out to be completely the opposite. They support the casinos, no doubt about it.


I filed a complaint about Slotmonster Casino.


I initially had an account with Slotmonster, played, and lost a lot. Then I opened an account on Instantcasino, Slotmonster's sister site. I also played there and lost a lot. I wrote an email stating that I was addicted to gambling and explained the negative impact gambling had on my life. I ASKED THE CASINO TO CLOSE MY ACCOUNT PERMANENTLY ON INSTAWIN AND ALL SISTER SITES. I then received an email that the accounts were closed. BUT the next day, I could still open my account on Slotmonster and continue losing money. Those of us who have been playing at casinos for a few years KNOW that when you write to a casino saying you are addicted to gambling and ASK them to CLOSE your account on ALL their sister sites, that should be enough. That should be the end of the story and the accounts should be closed.


Apparently, Casino.guru doesn't think this is enough. Apparently, you have to write to every single casino within their group.


I noticed very early on that I had a case they didn't want to take. I mean, it took 1.5 weeks with a lot of questions that had already been answered.


I just want to say that I'm totally fine with it. The money is lost anyway. But for those of you thinking about filing a complaint through this site, you're just wasting your time. I will never visit this site again. I'll copy how I wrote to the casino and how I should have written according to Casino.guru.


Here is how i wrote.

Hello friends!

I would like to ask you to close my account with you and all your sister sites.

I am a gambling addict and have been playing casino games since 2010. Along the way, I have not only lost over 300k euros, but I have also lost friends, family, children, and everything that matters. I gamble not to win money but due to my addiction. Even if I won a million, I would still keep gambling. I lost myself a long time ago.

Could you please close my account? Thank you.

Thank you for reading. Best regards.




jag skulle vilja tacka casino.guru för min tid här. Jag vill också gärna att ni raderar mitt konto.


pre 5 meseci

Ovakvo ponašanje curaco kazina u odgovornom kockanju je neshvatljivo, i potpuno se slažem sa vama da kada tražite da blokirate sestrinske sajtove ovo bi trebalo da bude dovoljno. Po mom mišljenju, kazinoguru takođe treba da shvati ovo ozbiljnije, ako igrač zahteva blokiranje sestrinskih sajtova, to takođe mora biti podešeno.

međutim, curaco kazina i kazinoguru opravdavaju da curaco kazina i sestrinski sajtovi rade sa posebnom licencom, ovo je potpuna laž. Svi sestrinski sajtovi imaju istu licencu, iste zaposlene, isto rukovodstvo, isto poštansko sanduče. Upravo su pronašli rupu u zakonu da uzmu više novca od problematičnih kockara iako vrište i traže pomoć.

Imam svoje lično iskustvo sa ovim, zamolio sam curaco casino da blokira i sestrinski sajt, završio sam na sestrinskom sajtu i moj nalog se zaključao, pitao sam zašto je račun zaključan? Dobio sam odgovor „jer ste tražili od našeg sestrinskog sajta da vas blokira u svim našim kazinom zbog problema sa kockanjem" jasno sam rekao ko je vaša sestrinska stranica" korisničkoj službi je trebalo dugo da odgovori i dobio sam odgovor „mi nemamo 'nemate sestrinske sajtove, vaš račun za igre je otvoren" Bio sam zbunjen jer zaista imaju sestrinske sajtove i blisko sarađuju i poruka o blokiranju je stigla do njih dok nisu shvatili da mogu da dobiju novac od mene. Neshvatljivo.

najtužnija stvar u vezi ovoga je što kazino guru ovo shvata veoma olako. Svako od nas zna da mi igrači nikada ne stupamo u kontakt sa Curaco-ovim autoritetom za licenciranje, a kamoli za zaštitu/sigurnost igrača u našim problemima. Kazino uvek pobeđuje.

da pomenemo i činjenicu, u uslovima korišćenja svakog curaco kazina, pominje se da možemo da poništimo sve vaše depozite i dobitke "možda se ne možete registrovati ako ste zavisnik od kockanja"

Automatski prevedeno:
Glamors12
pre 5 meseci

Takođe iz iskustva posle mnogo godina kockanja znam da da sam osvojio više nego što sam uložio ne bih dobio novac. Vinvin za kazino. Veoma sam razočaran ovim „slučajem zaključenim", ali kada nešto zvuči previše dobro da bi bilo istinito, tako je.

Automatski prevedeno:
pre 5 meseci

Nemam ništa lično protiv kazinogurua, jedino što bih voleo je stav kazinogurua prema odgovornom kockanju u curaco kazinu. Kada jedna žalba bude rešena u korist igrača, gde je igrač zatražio blokiranje sestrinskih sajtova, rezultati će se definitivno videti i u drugim kazino grupama i počeće da realizuju zahteve igrača.

Automatski prevedeno:
pre 5 meseci

Casino.guru's complaint services are a complete joke. You can forget about them solving anything you can't solve yourself. I have to say that I really liked this site and over time I developed trust in it. This turned out to be completely the opposite. They support the casinos, no doubt about it.


I filed a complaint about Slotmonster Casino.


I initially had an account with Slotmonster, played, and lost a lot. Then I opened an account on Instantcasino, Slotmonster's sister site. I also played there and lost a lot. I wrote an email stating that I was addicted to gambling and explained the negative impact gambling had on my life. I ASKED THE CASINO TO CLOSE MY ACCOUNT PERMANENTLY ON INSTAWIN AND ALL SISTER SITES. I then received an email that the accounts were closed. BUT the next day, I could still open my account on Slotmonster and continue losing money. Those of us who have been playing at casinos for a few years KNOW that when you write to a casino saying you are addicted to gambling and ASK them to CLOSE your account on ALL their sister sites, that should be enough. That should be the end of the story and the accounts should be closed.


Apparently, Casino.guru doesn't think this is enough. Apparently, you have to write to every single casino within their group.


I noticed very early on that I had a case they didn't want to take. I mean, it took 1.5 weeks with a lot of questions that had already been answered.


I just want to say that I'm totally fine with it. The money is lost anyway. But for those of you thinking about filing a complaint through this site, you're just wasting your time. I will never visit this site again. I'll copy how I wrote to the casino and how I should have written according to Casino.guru.


Here is how i wrote.

Hello friends!

I would like to ask you to close my account with you and all your sister sites.

I am a gambling addict and have been playing casino games since 2010. Along the way, I have not only lost over 300k euros, but I have also lost friends, family, children, and everything that matters. I gamble not to win money but due to my addiction. Even if I won a million, I would still keep gambling. I lost myself a long time ago.

Could you please close my account? Thank you.

Thank you for reading. Best regards.




jag skulle vilja tacka casino.guru för min tid här. Jag vill också gärna att ni raderar mitt konto.


pre 5 meseci

I would say that Kristina has explained to you what the conditions are and how it works here. So according to your complaint " We determined that the player did not directly inform SlotMonster Casino about his gambling problem before depositing." Also, it is always necessary to self-exclude at every casino unless it is stated in the Terms and Conditions that if you do it at one casino it also applies to sister casinos. 

The second thing that struck me is that you talk about closing the account. That's different than self-exclusion. 

After all, if you close your account, in some casinos it's not hard at all to open a new one just by changing your email. 

So in the future I would definitely recommend to stick to doing it right and always find out how self-exclusion works because it's not the same in every casino. 

Also, I'm sorry that you have this opinion towards us, because we appreciate every single player who is here and tries to communicate with other players about gambling or to help. 

I wish it would have turned out differently. 

pre 5 meseci

Ovakvo ponašanje curaco kazina u odgovornom kockanju je neshvatljivo, i potpuno se slažem sa vama da kada tražite da blokirate sestrinske sajtove ovo bi trebalo da bude dovoljno. Po mom mišljenju, kazinoguru takođe treba da shvati ovo ozbiljnije, ako igrač zahteva blokiranje sestrinskih sajtova, to takođe mora biti podešeno.

međutim, curaco kazina i kazinoguru opravdavaju da curaco kazina i sestrinski sajtovi rade sa posebnom licencom, ovo je potpuna laž. Svi sestrinski sajtovi imaju istu licencu, iste zaposlene, isto rukovodstvo, isto poštansko sanduče. Upravo su pronašli rupu u zakonu da uzmu više novca od problematičnih kockara iako vrište i traže pomoć.

Imam svoje lično iskustvo sa ovim, zamolio sam curaco casino da blokira i sestrinski sajt, završio sam na sestrinskom sajtu i moj nalog se zaključao, pitao sam zašto je račun zaključan? Dobio sam odgovor „jer ste tražili od našeg sestrinskog sajta da vas blokira u svim našim kazinom zbog problema sa kockanjem" jasno sam rekao ko je vaša sestrinska stranica" korisničkoj službi je trebalo dugo da odgovori i dobio sam odgovor „mi nemamo 'nemate sestrinske sajtove, vaš račun za igre je otvoren" Bio sam zbunjen jer zaista imaju sestrinske sajtove i blisko sarađuju i poruka o blokiranju je stigla do njih dok nisu shvatili da mogu da dobiju novac od mene. Neshvatljivo.

najtužnija stvar u vezi ovoga je što kazino guru ovo shvata veoma olako. Svako od nas zna da mi igrači nikada ne stupamo u kontakt sa Curaco-ovim autoritetom za licenciranje, a kamoli za zaštitu/sigurnost igrača u našim problemima. Kazino uvek pobeđuje.

da pomenemo i činjenicu, u uslovima korišćenja svakog curaco kazina, pominje se da možemo da poništimo sve vaše depozite i dobitke "možda se ne možete registrovati ako ste zavisnik od kockanja"

Automatski prevedeno:
pre 5 meseci

If the sister casinos ever lure you to them to play even if you are self-excluded, it certainly wouldn't be okay with us. I find your situation you described strange from the point of view that first the casino says you have a self-exclusion block on a sister site and then says it doesn't have any sister sites. That's pretty shady. 

Anyway, you gave a great example that it can work differently in every casino. There are many of them that won't accept self-exclusion unless you do it at that particular one. We don't think it's enough to write an email to one of them to self-exclude you at the other until it's made clear in the Terms and Conditions that it applies to sister sites as well. 

So it is important to also look at it from this point of view. We have experts who deal with cases like this on a daily basis, so it's definitely not something we take lightly, I can assure you. Responsible gambling is an important thing for us, but players also have to abide by some rules and we have procedures that we also follow. 

If you have had experience with casinos with this license and there have been more where there have been problems, then I don't see why you should continue to play there. 

That's probably what I would add.  

Jaro
pre 5 meseci

Hvala Jaro, moje mišljenje o kazinoguruu je dobro. Samo bih voleo da se kazina Curaco ozbiljnije bave odgovornim kockanjem. Ali naravno ovo je moje mišljenje. O ovom „mišljenju" sam razgovarao sa advokatom iz Kurasaa jer vam mogu ukratko ispričati jednu od mojih žalbi koju sam dobio uz pomoć advokata iz Kurasaa.

  1. Poslao sam e-mail kazinu koji radi u Curacao-u tražeći zabranu igre i sestrinska kazina da se zabrane zbog problema sa igrom.
  2. kazino me je blokirao samo sa stranice na kojoj sam tražio da budem blokiran, nije blokirao sestrinske sajtove uprkos mom zahtevu.
  3. kazino je dugo tvrdio da rade pod sopstvenom licencom i da nemaju sestrinske sajtove. (Kao što uvek kažu) što je potpuna laž, svako bi trebalo da se bolje upozna i upozna sa curaco kockarnicama, njihovom kompanijom i sestrinskim sajtovima. Jedna kompanija vodi nekoliko sajtova, sa istim brojem licence, istom kompanijom, istim menadžmentom. Ovo je sestrinski sajt. Ovo se lako dokazalo.
  4. Nakon ovoga, kazino je počeo da izmišlja nove stvari, mi ne delimo istu bazu podataka. Iako curaco kazina imaju svoje uslove, njihova licenca zahteva komunikaciju sa sestrinskim sajtovima i zaštitu igrača.
  5. tako da ako zatražite blokiranje sestrinskih sajtova, oni takođe moraju da poštuju uslove licence Curaco-a i da ispune zahtev igrača. Curaco licenca se razlikuje od mga licence po tome što mga licenca automatski zahteva da se jedan kazino automatski blokira zbog zavisnosti od igara iz svih kazina operatera, curaco ne, ali ako izričito tražite od curaco kazina da vas blokira i na sestrinskim sajtovima , kako tumačiti pravila u kojima se kaže da kazina Curaco moraju sarađivati sa sestrinskim sajtovima i minimizirati zavisnost od igara.
  6. Dobio sam slučaj, naravno, zahvaljujući advokatu, i dobio sam direktan komentar od njega "ovo je njihova rupa koju pokušavaju da iskoriste"

sada bih želeo da dam malu težinu politici kazinogurua, gde morate da zahtevate svaki kazino posebno, ovo je teoretski nemoguće jer bi igrač koji je problem igrač morao da sedi na internetu 24/7 gledajući jer nova sestra sajt se otvara, bilo da je igrač dovoljno jak da pošalje zahtev za blokiranje ili će radije početi da igra. Mogu reći da je poslednja opcija najčešća i najrealnija.

Automatski prevedeno:
Jaro
pre 5 meseci

Let's say you go to Betsson, Unibet, Bet365 and say, "I am addicted to gambling, I have lost everything meaningful in life."


Do you think these casinos would see it as "just a closure" on one occasion, or would they really take it seriously and understand what it's about? Do you think I would be able to reactivate my account there again?


You also seem to have a very simplistic personal opinion about my use of the word "close" instead of "exclude." If this is indeed a personal opinion, I find it quite lacking in empathy. Personally, I would have been affected by such a message and understood that this person wants to and should stop gambling. I would have simply understood that he means he wants to close the account permanently.


On the other hand, if I were completely without empathy, I would have rubbed my hands together and said, "Yes, I found a little reason to take advantage of this guy even more and take some more money from him because he only said 'close.'"


Jaro
pre 5 meseci

nema promenjene e-pošte ili drugih informacija. Ovo nije relevantno u mom slučaju.🙂

Automatski prevedeno:
pre 5 meseci

Jag kan knappt förstår att av allt detta


Hello friends!

I would like to ask you to close my account with you and all your sister sites.

I am a gambling addict and have been playing casino games since 2010. Along the way, I have not only lost over 300k euros, but I have also lost friends, family, children, and everything that matters. I gamble not to win money but due to my addiction. Even if I won a million, I would still keep gambling. I lost myself a long time ago.

Could you please close my account? Thank you.

Thank you for reading. Best regards.


så var det 1 ord du reagerade på🤣 du förbisåg alla negativa sakerna. Jag kan helt ärligt inte förstå det..

pre 5 meseci

Hvala Jaro, moje mišljenje o kazinoguruu je dobro. Samo bih voleo da se kazina Curaco ozbiljnije bave odgovornim kockanjem. Ali naravno ovo je moje mišljenje. O ovom „mišljenju" sam razgovarao sa advokatom iz Kurasaa jer vam mogu ukratko ispričati jednu od mojih žalbi koju sam dobio uz pomoć advokata iz Kurasaa.

  1. Poslao sam e-mail kazinu koji radi u Curacao-u tražeći zabranu igre i sestrinska kazina da se zabrane zbog problema sa igrom.
  2. kazino me je blokirao samo sa stranice na kojoj sam tražio da budem blokiran, nije blokirao sestrinske sajtove uprkos mom zahtevu.
  3. kazino je dugo tvrdio da rade pod sopstvenom licencom i da nemaju sestrinske sajtove. (Kao što uvek kažu) što je potpuna laž, svako bi trebalo da se bolje upozna i upozna sa curaco kockarnicama, njihovom kompanijom i sestrinskim sajtovima. Jedna kompanija vodi nekoliko sajtova, sa istim brojem licence, istom kompanijom, istim menadžmentom. Ovo je sestrinski sajt. Ovo se lako dokazalo.
  4. Nakon ovoga, kazino je počeo da izmišlja nove stvari, mi ne delimo istu bazu podataka. Iako curaco kazina imaju svoje uslove, njihova licenca zahteva komunikaciju sa sestrinskim sajtovima i zaštitu igrača.
  5. tako da ako zatražite blokiranje sestrinskih sajtova, oni takođe moraju da poštuju uslove licence Curaco-a i da ispune zahtev igrača. Curaco licenca se razlikuje od mga licence po tome što mga licenca automatski zahteva da se jedan kazino automatski blokira zbog zavisnosti od igara iz svih kazina operatera, curaco ne, ali ako izričito tražite od curaco kazina da vas blokira i na sestrinskim sajtovima , kako tumačiti pravila u kojima se kaže da kazina Curaco moraju sarađivati sa sestrinskim sajtovima i minimizirati zavisnost od igara.
  6. Dobio sam slučaj, naravno, zahvaljujući advokatu, i dobio sam direktan komentar od njega "ovo je njihova rupa koju pokušavaju da iskoriste"

sada bih želeo da dam malu težinu politici kazinogurua, gde morate da zahtevate svaki kazino posebno, ovo je teoretski nemoguće jer bi igrač koji je problem igrač morao da sedi na internetu 24/7 gledajući jer nova sestra sajt se otvara, bilo da je igrač dovoljno jak da pošalje zahtev za blokiranje ili će radije početi da igra. Mogu reći da je poslednja opcija najčešća i najrealnija.

Automatski prevedeno:
pre 5 meseci

Yes I understand what you are saying and in some cases it would probably not be the easiest. 

However, so many casinos in the same group don't come up every day. If one appears and you have the option to self-exclude from the whole group then it is easier, because this act should also apply to new casinos as well. 

But if this is not the case then unfortunately the player has to practice this process one by one. We can't control who has what Terms and how they handle these things and how seriously they take them. 

However, I know one thing for sure, if I had such an issue with the Curacao casinos I would never go to them to play, and I would only play in the ones that are reliable.

Your case you described is different from the last one in that you were basically tricked by the casino into believing that they didn't have sister sites, and that's a big difference. That's why I'd say you managed to win with the help of a lawyer, which I'm sure glad you did. 

Nevertheless, every case can be different, and sometimes even a small discrepancy can make a big difference, especially when it comes to responsible gambling. 

pre 5 meseci

Let's say you go to Betsson, Unibet, Bet365 and say, "I am addicted to gambling, I have lost everything meaningful in life."


Do you think these casinos would see it as "just a closure" on one occasion, or would they really take it seriously and understand what it's about? Do you think I would be able to reactivate my account there again?


You also seem to have a very simplistic personal opinion about my use of the word "close" instead of "exclude." If this is indeed a personal opinion, I find it quite lacking in empathy. Personally, I would have been affected by such a message and understood that this person wants to and should stop gambling. I would have simply understood that he means he wants to close the account permanently.


On the other hand, if I were completely without empathy, I would have rubbed my hands together and said, "Yes, I found a little reason to take advantage of this guy even more and take some more money from him because he only said 'close.'"


pre 5 meseci

Dear player,

I have to say I dissagree with you on a few occassions. It's fair to say that the whole matter of the current state of the Self-Exclusion through out the industry is not convenient. There are huge differences between national laws and regulations making it pretty chalenging to exclude from various casinos.

Becuse of this, responsible player should never rely on his opinion or feelings insted, should accept how things actually works. Jaro alredy explained that, and I see no issue with his sesponses to you.

The sooner you understand how you need to behave when self excluding from casino, the sooner you will be succesfull in doing so. From our perspective, it would be highly irresponsible not to inform you about things you have not done correctly.

We are not here to blindly agree, we're here to explain things. The rest is up to you.

So no, in some casinos it's not enoughto say "I would like to ask you to close my account with you and all your sister sites." It's not that simple, in most cases you have inform each casino separately - depends on their rules and license, among other things.


I wish you no further harm, just try to learn from this situation, please.


Ažurirano od strane autora pre 5 meseci
pre 5 meseci

Let's say you go to Betsson, Unibet, Bet365 and say, "I am addicted to gambling, I have lost everything meaningful in life."


Do you think these casinos would see it as "just a closure" on one occasion, or would they really take it seriously and understand what it's about? Do you think I would be able to reactivate my account there again?


You also seem to have a very simplistic personal opinion about my use of the word "close" instead of "exclude." If this is indeed a personal opinion, I find it quite lacking in empathy. Personally, I would have been affected by such a message and understood that this person wants to and should stop gambling. I would have simply understood that he means he wants to close the account permanently.


On the other hand, if I were completely without empathy, I would have rubbed my hands together and said, "Yes, I found a little reason to take advantage of this guy even more and take some more money from him because he only said 'close.'"


pre 5 meseci

I sympathize with you and I certainly didn't mean to take you at your word. In this case, however, there is a difference between closing an account and self-exclude. 

I would say that in honest casinos you shouldn't have a problem with that. If you want to be excluded you should do so and they should take it with the utmost seriousness. Don't ask why you want to do it and if your opinion will change for example with bonus and so on. There is a very fine line if a player is addicted and no casino should profit from it. Just like reopening an account. 

Although, having been in this business for a while, I can see that not every casino you would encounter the same solution. This will never be an excuse that if a casino doesn't take it seriously, that it's okay for us because it's not. 

But it's important to realize that not every casino is the same, and not every casino treats responsible gambling equally. That's why I was talking about the fact that unfortunately sometimes you have to self-exclude yourself from each casino individually even though you write to do it for the whole group. Of course, if it's not possible to do it for the whole group, then the casino could also tell you that it's not allowed and that you have to do it manually everywhere. 

I don't want you to take this as an attack against you, I'm just trying to explain what cases I've encountered and what is standard in most of casinos.

pre 5 meseci

Dear player,

I have to say I dissagree with you on a few occassions. It's fair to say that the whole matter of the current state of the Self-Exclusion through out the industry is not convenient. There are huge differences between national laws and regulations making it pretty chalenging to exclude from various casinos.

Becuse of this, responsible player should never rely on his opinion or feelings insted, should accept how things actually works. Jaro alredy explained that, and I see no issue with his sesponses to you.

The sooner you understand how you need to behave when self excluding from casino, the sooner you will be succesfull in doing so. From our perspective, it would be highly irresponsible not to inform you about things you have not done correctly.

We are not here to blindly agree, we're here to explain things. The rest is up to you.

So no, in some casinos it's not enoughto say "I would like to ask you to close my account with you and all your sister sites." It's not that simple, in most cases you have inform each casino separately - depends on their rules and license, among other things.


I wish you no further harm, just try to learn from this situation, please.


pre 5 meseci

🤣🤣🤣🤣🤣

Jaro
pre 5 meseci

Dakle, ne, u nekim kockarnicama nije dovoljno reći „Želeo bih da vas zamolim da zatvorite moj nalog kod vas i svih vaših sestrinskih sajtova". Nije tako jednostavno, u većini slučajeva morate da obavestite svaki kazino posebno - zavisi između ostalog od njihovih pravila i licence.



Želeo bih da vas zamolim da zatvorite moj nalog sa vama i svim vašim sestrinskim sajtovima.

Zavisnik sam od kockanja i igram kazino igre od 2010. Usput, ne samo da sam izgubio preko 300 hiljada evra, već sam izgubio i prijatelje, porodicu, decu i sve što je bitno. Kockam se ne da bih dobio novac, već zbog svoje zavisnosti. Čak i da sam osvojio milion, nastavio bih da se kockam. Izgubio sam se davno.

Možete li molim vas da zatvorite moj nalog? Hvala vam.

Hvala vam za čitanje. Srdačan pozdrav.



Mislite da ovo nije dovoljno? U redu, razumem, poštujem tvoje mišljenje. Samo bolje razumem tvoju poziciju. Mogli biste biti jedan od ovih sirovih kazina sa čistom savešću. Više me ne zanima ova žalba. Samo me žalosti kada vidim da ste potpuno isti kao ovi ljudi u Kostariki.. ne vidite me više ovde. Hvala i lepo leto

Ažurirano od strane autora pre 5 meseci
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Anonymized641
pre 5 meseci

I would say that would be enough for me personally. But for casinos, apparently not, and some standard and procedures and under what conditions they must have in context of self-exclusion. That's why I wrote what I wrote, because that's the experience of most players. 

For me it would be clear but I don't work in a casino and if I did and they told me that this was too weak for a slef-exclusion, I would probably have to listen. It's always best to look for information on this in the casino and how to self-exclude and you'll see that not every casino has the same policy. 

Of course, the best thing would be to be able to put it under the control and not play any more. 

You always have to learn from such a sad situation, and now you will know that not always what we think is clear is really so clear for everybody. 🙁

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