Zdravo,
Koliko vidim u žalbi, njen ishod je određen kao „drugo", što znači da ne možemo kažnjavati kazino, jer nije dokazana nepravednost. Bar se nadamo da će menadžment uzeti u obzir našu preporuku:
„Nakon pregleda informacija i od vas i od kazina, nije bilo ničega što bi ukazivalo na vaše poteškoće u vezi sa kockanjem u vašem zahtevu za samoisključivanje. Preporučujemo da kazina vode računa o igračima koji se samoisključuju i da se informišu o razlogu, ali ova obaveza pada i igračima, jer je danas sasvim standardno da kada igrač nije zadovoljan nečim u kazinu, bilo podrškom, promocijama ili bilo čim drugim, oni traže trajno samoisključivanje/trajno zatvaranje naloga. U budućnosti, predlažem obavestite kazino podršku o vašem problemu sa kockanjem, a zatim su obavezni da zatvore vaš nalog što je pre moguće uz mnogo strožije kriterijume za ponovno otvaranje. Imajte na umu da je naša podrška u žalbama u vezi sa neuspelim samoisključenjem ograničena na slučajeve kada igrač izričito navodi da žele da zatvore svoj nalog zbog zavisnosti od kockanja.Kada se ne pominje ili jasan znak problematičnog kockara, igrač je odgovoran za kontrolu njihove igre.
Kazino mi je takođe pružio informacije o aktivnostima vašeg naloga u kojima niste igrali nijednu kazino igru od ponovnog otvaranja naloga. Kao što je ranije pomenuto, vaš nalog je zatvoren zbog kršenja odredbi i uslova vezanih za sportske kladionice. Ne pomažemo u ovakvim pitanjima jer još uvek nemamo ogranak koji se bavi sportskim klađenjem. Ne bismo mogli da vas ispravno savetujemo jer nemamo dovoljno uvida u sportsko klađenje, a ne bismo bili u mogućnosti da kompetentno procenimo sve prednosti i nedostatke, stoga moramo da odbijemo vašu žalbu.
Suprabets kazinu savetujemo da igračima damo mogućnost da navedu razlog za samoisključivanje u onlajn obrascu zahteva ili da ga zatraže ako je igrač koristio ćaskanje za to. To bi moglo sprečiti ovakve situacije u budućnosti.
Kao što je ranije predloženo, preporučujem da podnesete žalbu na jednom od sajtova vezanih za sportsko klađenje koje sam ranije povezao. Iskreno nam je žao što nismo mogli biti od veće pomoći u ovom slučaju. Ako naiđete na bilo kakve probleme sa ovim ili bilo kojim drugim kazinom u vezi sa kazino igrama u budućnosti, ne oklevajte da nas kontaktirate."
Rekao bih da nema mnogo za dodati.
Hello,
As far as I can see in the complaint, its outcome was set as "other" meaning we can't penalize the casino, since it unfairness wasn't proven. At least we hope the management will consider our recommendation:
"After reviewing information from both you and the casino, there has not been anything that would suggest your gambling difficulties in your request for self-exclusion. We recommend casinos take note of players self-excluding and inform themselves of the reason but this obligation falls to the players alike as it is quite standard nowadays that when the player is unhappy with something in the casino, either the support, promotions, or anything else, they request permanent self-exclusion/permanent account closure. In the future, I would suggest informing the casino support about your gambling problem, and then they are obligated to close your account as soon as possible with much more strict criteria for reopening. Please note that our support in complaints regarding a failed self-exclusion is limited to cases where the player explicitly states they wish to close their account due to gambling addiction. When there is no mention or clear sign of a problem gambler, the player is responsible for controlling their gameplay.
The casino also provided me with information about your account activities in which you have not played any casino games since your account reopening. As mentioned before, your account was closed due to sportsbook related terms and conditions violations. We do not assist with such issues as we don't have a branch dealing with sports betting yet. We wouldn't be able to advise you correctly as we don't have enough insight into sports betting, and we wouldn't be able to judge competently all the pros and cons, therefore, we have to reject your complaint.
To Suprabets Casino we would advise giving the players the option to state their reason for self-exclusion in the online request form or ask for it if the player used the chat to do so. It could prevent situations like this in the future.
As suggested before I recommend filing a complaint on one of the sports betting related sites I have linked before. We’re truly sorry we couldn’t be of more help in this case. If you run into any issues with this or any other casino regarding casino games in the future, don’t hesitate to contact us."
Not much to add, I'd say.