Draga Sophie9884,
Hvala vam puno što ste podneli ovu žalbu. Žao mi je što čujem za vaš problem.
U skladu sa odredbama i uslovima, kazino radi pod licencom Curacao. Iako nismo bili u mogućnosti da proverimo ove informacije, ona ne poseduje važeću licencu za UK. Shodno tome, nema pristup GAMSTOP-u ili bilo kom drugom registru koji važi za kazina licencirana u Ujedinjenom Kraljevstvu.
Važno je napomenuti da vas kazino nije mogao blokirati zbog problema sa kockanjem pre nego što ste ih obavestili o svom problemu. Stoga, nismo u mogućnosti da vam pomognemo da povratite depozite koje ste izgubili pre nego što je kazino saznao za vašu zavisnost.
Možete li, molim vas, da kažete da li su blokirali vaš nalog odmah nakon što ste zatražili da budete samoisključeni, ili ste mogli da uplatite depozit čak i nakon što ste pisali kazinu o svojim problemima sa kockanjem?
U vezi sa ograničenim zemljama: U idealnom slučaju, kazino bi trebalo da primeni softverska ograničenja koja sprečavaju igrače iz ograničenih jurisdikcija da pristupe veb stranici i igraju. Međutim, mi ne obrađujemo slučajeve u kojima kazino prihvata igrače iz ograničenih zemalja, sve dok primaju svoje dobitke. Intervenisali bismo u slučajevima kada je zemlja ograničena, ali igrač i dalje može da pristupi veb lokaciji, da se registruje sa svojim istinitim podacima, pobedi, a kazino odbija da plati na osnovu ograničene zemlje.
Radujem se što ću čuti od vas.
Srdačan pozdrav
Veronika
Dear Sophie9884,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem.
As per the Terms and Conditions, the casino operates under a Curacao license. Although we were unable to verify this information, it does not possess a valid UK license. Consequently, it lacks access to GAMSTOP or any other register valid for casinos licensed in the United Kingdom.
It's important to note that the casino could not have blocked you due to gambling issues before you informed them of your problem. Thus, we are unable to assist you in retrieving the deposits you lost before the casino became aware of your addiction.
Could you please advise if they blocked your account immediately after you requested to be self-excluded, or were you able to make deposits even after you wrote to the casino about your gambling issues?
Regarding restricted countries: Ideally, the casino should implement software limitations preventing players from restricted jurisdictions from accessing the website and playing. However, we do not handle cases where the casino accepts players from restricted countries, as long as they receive their rightful winnings. We would intervene in cases where the country is restricted, yet the player can still access the website, register with their true information, win, and the casino refuses to pay based on the restricted country.
I am looking forward to hearing from you.
Best regards
Veronika
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