Dragi lukor83 ,
Drago mi je da je vaš nalog konačno zatvoren kao što ste tražili.
Evo rezimea vremenske linije u vezi sa vašim problemom:
Kontaktirali ste podršku kazina na support@grandwin.com 19. septembra 2024. sa kratkim zahtevom da zatvorite svoj nalog zbog problema sa kockanjem. Nažalost, niste dobili odgovor, pa ste pokušali da ih ponovo kontaktirate na istoj adresi 28.09.2024, sa još kraćom porukom. Dva dana kasnije, kazino je odgovorio, savetujući vam da kontaktirate relevantno odeljenje na customercare@grandwin.com , kao što je navedeno u Uslovima i odredbama kazina. Poslali ste poruku na ovu adresu e-pošte šest dana kasnije, 6. oktobra 2024., a kazino je sledećeg dana odgovorio sa listom potrebnih dokumenata za obradu vašeg zahteva. Nakon podnošenja potrebnih dokumenata, vaš nalog je zatvoren u roku od dva dana. Iako kazino nije odgovorio na vašu početnu poruku i poslali ste je na pogrešnu adresu, reagovali su odmah nakon što je vaš zahtev potvrđen.
Imajte na umu da je kazino imao puno pravo da od vas zatraži sva potrebna dokumenta, a vaša je odgovornost da ih dostavite što je pre moguće. Da ste predali sve dokumente za verifikaciju i da je vaš nalog ostao aktivan, omogućavajući vam da uplatite depozit i igrate, imali biste pravo na povraćaj sredstava. Međutim, to nije bio slučaj, pošto je kazino izvršio sve potrebne korake u skladu sa svojom politikom odgovornog igranja i procesom samoisključenja. Sa žaljenjem vas moram obavestiti da je, iz naše perspektive, kazino postupio ispravno i da nemate pravo na povraćaj novca. Imajte na umu da ako kazino odmah zatvori račun igrača na njihov zahtev i vrati sve depozite napravljene nakon njihovog samoisključenja bez dalje provere, to bi otvorilo vrata za potencijalnu zloupotrebu. Takva praksa bi mogla da omogući igraču da zaobiđe ograničenja tako što će kreirati više novih naloga i uzastopno zahtevati zatvaranje naloga i povraćaj sredstava, efektivno iskorišćavajući sistem bez ikakvog finansijskog rizika. Ovo bi moglo dovesti do kontinuiranog ciklusa zloupotrebe, stvarajući situaciju sličnu beskonačnom problemu sa novcem.
Kazina ozbiljno shvataju odgovorno igranje i samoisključivanje kako bi zaštitili igrače od potencijalne štete, poštovali zakonske obaveze i održali svoju reputaciju. Međutim, ovi alati se mogu zloupotrebiti – neki pojedinci mogu lažno tvrditi da se samoisključuju kako bi izbegli dugove, pronašli načine da zaobiđu ograničenja ili naterali druge da se kockaju u njihovo ime. Pažljiva istraga je neophodna kako bi se osiguralo da se ove mere koriste na odgovarajući način, štiteći i igrače i integritet okruženja za igre.
Iz gore navedenih razloga, moram, nažalost, da odbijem vašu žalbu kao neopravdanu . Međutim, za buduću referencu, preporučujem da kazino poboljša internu komunikaciju između timova za podršku i brigu o korisnicima u vezi sa zahtevima za samoisključivanje. Iako razumem da postoji namenska adresa e-pošte za takve zahteve, važno je shvatiti da kompulzivni igrači mogu imati poteškoća da pronađu tačnu adresu za podnošenje zahteva. Poboljšanje ovog procesa moglo bi dovesti do efikasnijeg rješavanja slučajeva samoisključenja i bolje podrške za igrače kojima je potrebna.
Hvala vam na razumevanju i žao mi je što nisam mogao da pružim povoljnije rešenje u ovom slučaju. Ako naiđete na bilo kakve druge probleme sa ovim ili bilo kojim drugim kazinom u budućnosti, ne ustručavajte se da se obratite našem Centru za rešavanje žalbi. Uvek smo tu da vam pomognemo!
Srdačan pozdrav,
Kubo
Dear luxor83,
I'm glad that your account was finally closed as you requested.
Here’s a recap of the timeline regarding your issue:
You reached out to the casino’s support at support@grandwin.com on September 19, 2024, with a brief request to close your account due to a gambling problem. Unfortunately, you did not receive a reply, so you attempted to contact them again at the same address on September 28, 2024, with an even shorter message. Two days later, the casino responded, advising you to contact the relevant department at customercare@grandwin.com, as stated in the casino's Terms & Conditions. You sent a message to this email address six days later, on October 6, 2024, and the casino replied the next day with a list of necessary documents to process your request. After submitting the required documents, your account was closed within two days. While the casino did not respond to your initial message and you sent it to the wrong address, they acted promptly once your request was acknowledged.
Please note that the casino had every right to request all necessary documents from you, and it was your responsibility to provide them as quickly as possible. If you had submitted all verification documents and your account remained active, allowing you to deposit and play, you would have been eligible for a refund. However, this was not the case, as the casino completed all required steps in accordance with their responsible gaming policy and self-exclusion process. I regret to inform you that, from our perspective, the casino acted correctly, and you are not eligible for a refund. Please understand that if the casino were to close the player’s account immediately upon their request and refund all deposits made after their self-exclusion without further verification, it would open the door for potential abuse. Such a practice could allow the player to circumvent restrictions by creating multiple new accounts and repeatedly requesting account closures and refunds, effectively exploiting the system without any financial risk. This could lead to an ongoing cycle of abuse, creating a situation similar to an infinite money glitch.
Casinos take responsible gaming and self-exclusion seriously to protect players from potential harm, comply with legal obligations, and maintain their reputation. However, these tools can be abused - some individuals may falsely claim self-exclusion to evade debts, find ways to circumvent restrictions, or have others gamble on their behalf. Careful investigation is essential to ensure these measures are used appropriately, safeguarding both the players and the integrity of the gaming environment.
For the reasons outlined above, I must unfortunately reject your complaint as unjustified. However, for future reference, I recommend that the casino enhance internal communication between the support and customer care teams regarding self-exclusion requests. While I understand that there is a dedicated email address for such requests, it’s important to recognize that compulsive players may struggle to locate the correct address to submit their requests. Improving this process could lead to more effective handling of self-exclusion cases and better support for players in need.
Thank you for your understanding, and I’m sorry I couldn’t provide a more favorable resolution in this instance. If you encounter any other issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here to assist you!
Best Regards,
Kubo
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