Zdravo,
Ne verujem da je nedavno na forumu bio aktivan predstavnik NV kazina. Štaviše, samo da budem transparentan sa vama od samog početka, nismo u poziciji da istražujemo kodove kategorija trgovaca, utvrđujemo da li su prakse obrade plaćanja bile zakonite ili da zahtevamo povraćaj novca od kazina u ime igrača.
Uz to rečeno, vidim da je ova situacija očigledno veoma zabrinjavajuća i frustrirajuća za vas, posebno imajući u vidu iznos o kome je reč i zabrinutosti koje ste izneli.
Da bismo bolje razumeli da li postoji nešto što bismo realno mogli da ispitamo, bio bih vam zahvalan na pojašnjenju u vezi sa nekoliko tačaka:
1) U vezi sa zahtevom za zatvaranje / samoisključenje naloga:
Pomenuli ste da ste 10. i 11. maja tražili trenutnu blokadu zbog problema sa kockanjem i da je agent odbio vaš zahtev.
Možete li, molim vas, razjasniti šta je tačno saopšteno kazinu u to vreme? Na primer, da li ste eksplicitno naveli probleme sa kockanjem ili zabrinutost zbog zavisnosti ili ste zahtevali samoisključenje? Ako je moguće, snimci ekrana ili transkripti ćaskanja bi bili veoma korisni ovde.
Takođe, samo da bismo bili sigurni da smo pravilno razumeli vremensku liniju: da li je vaš nalog efektivno blokiran 11. maja, a da je kasnije, 16. maja, stigao samo imejl sa potvrdom, ili ste i dalje mogli da pristupite nalogu i kockate se tokom tog perioda?
Treba dodati da agentima za ćaskanje obično nije dozvoljeno da zatvore igračev nalog, već daju smernice koje igrač treba da sledi.
2) U vezi sa zabrinutostima u vezi sa obradom plaćanja:
Razumemo zašto neobični opisi trgovaca mogu izazvati zabrinutost. Međutim, tvrdnje poput prevarne obrade ili kršenja propisa generalno bi bile van delokruga onoga što možemo nezavisno da proverimo ili u čemu možemo da posredujemo.
U vezi sa zahtevom za povraćaj novca
Ishodi u slučajevima odgovornog kockanja ili samoisključenja obično zavise od specifičnih okolnosti i dokaza, uključujući formulaciju zahteva, odgovor kazina i nastavak kockarskih aktivnosti nakon zahteva.
Ako ste voljni, molimo vas da podelite te detalje kako bismo bolje razumeli šta se ovde moglo dogoditi. Molim vas ovo kako bismo sprečili da eventualna žalba bude odbijena zbog zahteva ili izjava koje ne možemo istražiti.
Hi there,
I don't believe there has been an active NV Casino representative on the forum recently. Moreover, just to be transparent with you right from the start, we are not in a position to investigate merchant category codes, determine whether payment processing practices were lawful, or demand refunds from casinos on a player's behalf.
That said, I can see this situation is clearly very concerning and frustrating for you, especially given the amount involved and the concerns you raised.
To better understand whether there may be something we could realistically look into, I would appreciate some clarification regarding a few points:
1) Regarding the account closure / self-exclusion request:
You mentioned that you requested an immediate block due to gambling issues on May 10th and 11th and that an agent refused your request.
Could you please clarify exactly what was communicated to the casino at that time? For example, did you explicitly state gambling problems or addiction concerns or request self-exclusion? If possible, screenshots or chat transcripts would be very helpful here.
Also, just to make sure we understand the timeline correctly: was your account effectively blocked on May 11th, with only the confirmation email arriving later on May 16th, or were you still able to access the account and gamble during that period?
Fair to add that chat agents are not typically allowed to close a player's account but rather provide guidance steps the player needs to follow.
2) Regarding the payment processing concerns:
We understand why unusual merchant descriptions may raise concerns. However, allegations such as fraudulent processing or regulatory breaches would generally fall outside the scope of what we can independently verify or mediate.
Regarding the refund request
Outcomes for responsible gambling or self-exclusion concerns typically depend on specific circumstances and evidence, including the request's wording, the casino's response, and continued gambling activity after the request.
If you are willing, please share those details so we can better understand what may have happened here. I'm asking you this to prevent a possible complaint request from being rejected due to demands or statements we cannot investigate.
Automatski prevedeno:
