Zdravo,
Hvala vam što ste izrazili svoju zabrinutost. Razumemo da situacije koje uključuju samoisključivanje mogu biti osetljive i cenimo priliku da razjasnimo šta se dogodilo.
Zahtev za samoisključenje je primljen u 02:02. U skladu sa našom politikom odgovornog igranja, takvi zahtevi se obrađuju u roku od najviše 24 sata. Tokom ovog perioda pregleda, nalog ostaje tehnički aktivan dok se zahtev obrađuje interno.
Pomenuti depoziti i igranje su se dogodili u ovom prozoru obrade.
Nalog je potom blokiran kao deo postupka samoisključivanja. Vreme ograničenja je bilo povezano sa internom obradom i nije bilo povezano sa iznosom dobitka.
Što se tiče stanja: sredstva nisu konfiskovana. Da bi se igraču omogućilo da povuče preostali iznos, status samoisključenja je privremeno prilagođen, jer potpuno isključeni nalog ne može da obrađuje transakcije.
Ako igrač želi da ponovo uspostavi trajno samoisključenje nakon završetka povlačenja, to može učiniti u bilo kom trenutku kontaktiranjem našeg tima na security@topx.one , i zahtev će biti obrađen u skladu sa tim.
TopX tim
Hello,
Thank you for raising your concerns. We understand that situations involving self-exclusion can be sensitive, and we appreciate the opportunity to clarify what happened.
The self-exclusion request was received at 02:02 AM. In accordance with our Responsible Gaming policy, such requests are processed within up to 24 hours. During this review period, the account remains technically active while the request is being handled internally.
The deposits and gameplay mentioned occurred within this processing window.
The account was subsequently blocked as part of the self-exclusion procedure. The timing of the restriction was related to internal processing and was not connected to the win amount.
Regarding the balance: no funds were confiscated. In order to allow the player to withdraw the remaining balance, the self-exclusion status was temporarily adjusted, as a fully excluded account cannot process transactions.
If the player wishes to reinstate permanent self-exclusion after completing the withdrawal, they may do so at any time by contacting our team at security@topx.one, and the request will be processed accordingly.
TopX Team
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