The player from Germany had requested the closure of his Joya Casino account due to a gambling addiction, but his request was not processed, resulting in a loss of $1182. He was seeking reimbursement, but the casino had not responded and had even barred him from their live chat. The player had provided video evidence showing the email sent to the casino's support email. However, the casino claimed the email was not received and accused the player of manipulation. After reviewing the case and the evidence provided, the player was advised to contact the casino's Gaming Authority and use our Self-Exclusion Assistance Tool for future self-exclusion requests.
Igrač iz Nemačke je zatražio zatvaranje svog Joia Casino naloga zbog zavisnosti od kockanja, ali njegov zahtev nije obrađen, što je rezultiralo gubitkom od 1182 dolara. Tražio je nadoknadu, ali kazino nije odgovorio i čak mu je zabranio njihovo ćaskanje uživo. Igrač je dao video dokaz koji pokazuje e-poštu poslatu na imejl za podršku kazina. Međutim, kazino je tvrdio da imejl nije primljen i optužio igrača za manipulaciju. Nakon pregleda slučaja i pruženih dokaza, igraču je savetovano da kontaktira Upravu za igre na sreću kazina i koristi naš alat za pomoć pri samoisključenju za buduće zahteve za samoisključivanje.
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