Žao mi je što ste se našli u ovoj situaciji, ali to je već objašnjeno u vašoj žalbi od strane Petronele, a ja ću to ponovo postaviti ovde, tako da uopšte nema nesporazuma.
Povezivanje platforme i etička odgovornost
Ne mogu da potvrdim bilo kakvu direktnu vezu između Robocata i Vegasina, iako njihove veb stranice mogu izgledati slične. Nema jasne potvrde da dele bazu podataka igrača ili bilo koju drugu direktnu operativnu vezu. Čak i ako postoji neko preklapanje u zaposlenima, propisi Anjouan Gaming-a zahtevaju da se samoisključenje tretira pojedinačno za svaki kazino. Igrači moraju zahtevati samoisključivanje na svakoj platformi posebno, bez obzira na bilo kakvu uočenu vezu između kazina.
Proces samoisključenja
Pošto ste otvorili svoj nalog kod Vegasina nakon što ste zahtevali samoisključivanje iz Robocata, bilo bi nemoguće da vas Robocat samoisključi iz Vegasina u to vreme, pošto nije postojao nikakav zapis o vašem Vegasino nalogu.
Kršenje odgovornog igranja
Iako razumem vašu zabrinutost u vezi sa odgovornim igrama na sreću, propisi Anjouan Gaming-a se značajno razlikuju od onih strožih jurisdikcija kao što su UKGC ili MGA. Pod Anžuanskim licenciranjem, samoisključenje se ne primenjuje automatski na platformama, što odražava pravni okvir te jurisdikcije. Ovo ograničenje nije namerno kršenje principa odgovornog igranja od strane kazina, već pitanje jurisdikcije.
Zahtev za refundiranje
Vaš zahtev za povraćaj od 3.800 evra zasnovan je na argumentu da je kršenje principa samoisključenja dovelo do vaših depozita u Vegasinu. Međutim, pošto se samoisključivanje ne primenjuje na platformama pod Anžuanskom licencom, a vaš Vegasino nalog je kreiran nakon vašeg samoisključenja u Robocatu, kazino se ne može smatrati odgovornim za neuspeh u primeni isključenja na više platformi.
Uloga kazino gurua
Želim da vas uverim da Casino Guru veoma ozbiljno shvata etičku odgovornost i odgovorno kockanje. Međutim, naša uloga je da procenjujemo žalbe na osnovu činjenica i regulatornog okvira koji reguliše svaki kazino. U ovom slučaju, ne možemo smatrati kazino odgovornim za samoisključivanje na više platformi kada to ne zahteva njihova licenca.
Propisi EGBA, UKGC, MGA
Dok primeri koje ste naveli naglašavaju strožiju praksu samoisključenja u skladu sa EGBA, UKGC i MGA, ovi propisi se ne primenjuju na kazina licencirana pod Anjouan Gaming.
I'm sorry you found yourself in this situation, but it was already explained in your complaint by Petronela, and I will post it again here, so there is no misunderstanding at all.
Platform Connection and Ethical Responsibility
I cannot confirm any direct connection between Robocat and Vegasino, even though their websites may appear similar. There is no clear confirmation that they share a player database or any other direct operational link. Even if there is some overlap in employees, Anjouan Gaming’s regulations require self-exclusion to be handled individually for each casino. Players must request self-exclusion at each platform separately, regardless of any perceived connection between casinos.
Self-Exclusion Process
Since you opened your account with Vegasino after requesting self-exclusion from Robocat, it would have been impossible for Robocat to self-exclude you from Vegasino at that time, as no record of your Vegasino account existed.
Responsible Gaming Violation
While I understand your concerns regarding responsible gaming practices, the regulations of Anjouan Gaming differ significantly from those of stricter jurisdictions such as the UKGC or MGA. Under Anjouan’s licensing, self-exclusion is not applied across platforms automatically, which reflects the legal framework of that jurisdiction. This limitation is not an intentional violation of responsible gaming principles by the casino, but rather an issue of jurisdictional regulations.
Request for Refund
Your request for a refund of €3,800 is based on the argument that the violation of self-exclusion principles led to your deposits at Vegasino. However, since self-exclusion is not enforced across platforms under the Anjouan license, and your Vegasino account was created after your self-exclusion at Robocat, the casino cannot be held liable for failing to implement a cross-platform exclusion.
Casino Guru’s Role
I want to assure you that Casino Guru takes ethical responsibility and responsible gambling very seriously. However, our role is to assess complaints based on the facts and the regulatory framework governing each casino. In this case, we cannot hold the casino accountable for cross-platform self-exclusion when this is not required by their license.
EGBA, UKGC, MGA Regulations
While the examples you provided highlight stricter self-exclusion practices under the EGBA, UKGC, and MGA, these regulations do not apply to casinos licensed under Anjouan Gaming.
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