Zdravo Kristina!
Poslao sam vam prvu komunikaciju putem mejla, ali sam upravo dobio njihov odgovor na situaciju koju smatram neprihvatljivom. Evo njihovog odgovora:
„Dragi problemgambler9611,
Verujem da će vas moja e-pošta dobro naći.
Šaljem vam ovu e-poštu u vezi sa žalbom koju ste podneli. Pre svega, želim da istaknem koliko mi je žao što čujem za vašu situaciju.
Snimci ekrana koje ste dali su iz 2021. godine i registrovali ste svoj nalog kod Highroller-a 31. jula 2023. Dozvolite mi da pojasnim da ne postoji veza sa prethodno dostupnim highroller.com sa trenutnim, pa stoga nisu preneti nikakvi podaci sa bilo koje prethodne aktivnosti na novog operatera koji radi od 2022.
Želim da vas uverim da je vaš HighRoller nalog kod nas sada zatvoren u skladu sa našom politikom odgovornog kockanja. Preporučujemo vam da zatvorite sve druge račune za kockanje koje imate kod drugih operatera. Takođe vam toplo preporučujemo da se prijavite na HAMPI registar (registracijom ćete se blokirati u svim igrama sa estonskom licencom za igre). Državljani Estonije mogu da posete https://vvv.emta.ee/eraklient/e teenused-maksutarkus/registrid-paringud/hasartmangu-piirangu-registreerimine, a nerezidenti mogu da pošalju imejl na _KSKSKSKSKS_0@email.kkkkk tražeći da se registruju kod Estonije nacionalni registar isključenja.
Sve najbolje,
IKS"
na šta sam odgovorio:
„Zdravo Ks,
Ovo je po mom mišljenju apsolutno neprihvatljivo.
– Primio sam potvrdu da sam samoisključen iz iste e-pošte kao što mi šaljete: _KSKSKSKSKS_1@email.kkkkk .
- Samoisključio sam se sa vašeg domena highroller.com , zbog svoje zavisnosti od kockanja.
– Kako možete očekivati da potrošač koji poseti istu URL adresu sa istim imenom i domenom prvo zna da se promenio operater sajta, a drugo kako se ne mogu preneti podaci zavisnika od kockanja koji su tražili samoisključivanje?
– Za mene ovo izgleda kao direktan pokušaj da se problematičnim kockarima omogući da se vrate na veb lokaciju da potroše tone novca, kao i da nemate odgovarajuće mere za ovakve situacije.
Bio bih vam zahvalan da vratite tražena sredstva i poštujete moje samoisključivanje i borbu sa zavisnošću od kockanja. Ovo nije u redu ni na jednom nivou.
Srdačan pozdrav,
problemgambler9611"
Apsolutno sam besan njihovim odgovorom. To je bukvalno ista e-pošta iz koje sam se isključio, koristeći isto ime i veb lokaciju. Za mene to pokazuje nezainteresovanost za odgovorne prakse kockanja i ozbiljnu bolest zavisnosti od kockanja, čak i ako o tome govore lepim rečima na svom sajtu. Kažu da se operater promenio, ali njihova veb lokacija ima istu adresu e-pošte koja je potvrdila moje samoisključivanje zbog zavisnosti od kockanja kao i adresa e-pošte operatera (_KSKSKSKSKS_1@email.kkkkk).
Ovo je veoma nepravedno, da li možemo nešto da uradimo povodom ovoga?
Hi Kristina!
I sent you the first communication on email, but I just received their reply to the situation which I find unacceptable. Here is their reply:
"Dear problemgambler9611 ,
I trust my email finds you well.
I am sending you this email in regards to the complaint you have raised. First of all, I want to point out how sorry I am to hear about your situation.
The screen shots you provided are from 2021 and you have registered your account with Highroller on the 31st of July 2023. Please allow me to clarify that there is no connection with the previously available highroller.com to the current one, hence no data was carried over from any previous activity to the new operator which operates from 2022.
I want to assure you that your HighRoller account with us is now closed following our responsible gambling policy. We recommend you to close any other gambling accounts you may have with other operators. We also strongly recommend you to sign up with HAMPI register (By registering you will block yourself from all games with an Estonian gaming license). Estonian citizens can visit https://www.emta.ee/eraklient/e teenused-maksutarkus/registrid-paringud/hasartmangu-piirangu-registreerimine and non residents can send an email to hasart@emta.ee asking to be registered with the Estonian national exclusion registry.
All the best,
X"
To which I replied:
"Hi X,
This is absolutely unacceptable in my opinion.
- I received the confirmation of me being self-exluded from the exact same email as you are emailing me: support@highroller.com.
- I have self-excluded myself from your domain highroller.com, due to my gambling addiction.
- How can you expect a consumer who visits the same URL with the same name and domain to firstly know that the operator of the site has changed and secondly how can the information of gambling addicts who have asked for self-exclusion not be carried over?
- To me this looks like a direct effort to allow problem gamblers back on the website to spend tons of money, as well as you not having the correct measures in place for situations like this.
I would appreciate you returning the requested funds and respected my self-exclusion and struggle with gambling addiction. This is not right on any level.
Best regards,
problemgambler9611"
I am absolutely infuriated with their reply. It is literally the same email as i self-excluded from, using the same name and website. To me this shows a lack of interest in responsible gambling practices and the serious illness of gambling addiction, even if they speak about it in beautiful words on their website. They say that the operator has changed, yet their website presents the same email address which confirmed my self-exclusion due to gambling addiction as the operators email address (support@highroller.com).
This feels very unfair, is there anything we could do about this?
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