Hvala na odgovoru, sofokli92. Dakle, dozvolite mi da sumiram sve što ste ovde objavili. Prvo, ne vidim nijedan mejl koji ste poslali kazinu, u kome jasno kažete da želite trajno da zatvorite nalog jer ste zavisni od kockanja. Reći da morate da se odmorite nije jednako jasnom izražavanju problema kockanja . Zbog toga ne možemo da kaznimo kazino za ponovno otvaranje vašeg naloga nakon što ste potvrdili u zahtevu za ponovno otvaranje da imate potpunu kontrolu nad svojim kockanjem.
Drugo, kada ste jednom obavestili kazino da možda imate problema sa kockanjem, to je bilo preko, pretpostavljam, VhatsApp poruke, koja nažalost ne prati uputstva kazina, koja jasno kaže da morate da zatražite samoisključivanje putem e-pošte .
Izvinjavam se, ali se bojim da na osnovu informacija koje ste do sada dali, ne možemo mnogo da uradimo. Ako nemate zahtev za samoisključivanje u kojem jasno navedete problem kockanja kao razlog za samoisključivanje poslat putem e-pošte kako je predložio kazino, nismo u poziciji da tražimo bilo kakav povraćaj novca.
Mogu samo da vam preporučim da pošaljete novi zahtev za samoisključivanje ako trenutno imate pristup svom nalogu. Kada se prijavljujete za samoisključivanje, jasno navedite razlog zašto želite da vaš nalog bude deaktiviran i navedite vremenski period. Takođe, imejl „Subject" treba da bude jasno označen i lako prepoznatljiv jer podrška za kazino prima mnogo zahteva dnevno, pa ako je vidljivo označena imate veće šanse da vaš zahtev bude odobren što je pre moguće. Takođe bih vam toplo preporučio da uvek sačuvate svoj zahtev za samoisključivanje kako biste imali validan dokaz o takvoj radnji.
Primer:
Naslov e-pošte: Samoisključivanje
Podaci o igraču:
Ime:
Prezime:
Rođenje:
Prijava u kazino:
Adresa E-pošte:
„Pozdrav kkk kkk,
Pišem da vas obavestim da želim da odmah isključim iz ovog kazina i da ne primam bilo koji marketinški materijal u vezi sa kockanjem na minimalni period od kkk meseci/godina (doživotno).
Razlog koji je prethodio mojoj odluci je kkk (zavisnost od kockanja/problem)
Potvrđujem da mi neće biti dozvoljeno da poništim svoje samoisključivanje tokom ovog perioda i da se samoisključenje ne može ukinuti pre isteka dogovorenog perioda."
Molimo pošaljite još jednu e-poštu na KSKSKSKSKS0@email.kkkkk i obavestite me o svim daljim dešavanjima. Hvala unapred.
Thank you for your reply, sofokli92. So let me summarize everything you posted here. First, I do not see any emails you sent to the casino, in which you clearly state that you want to close your account permanently because you have a gambling addiction. Saying that you need to take a rest is not equal to clearly expressing gambling problems. Therefore we cannot penalize the casino for reopening your account after you confirmed in the reopen request that you have complete control over your gambling.
Secondly, the one time you informed the casino that you might have gambling problems, it was via what I assume was a WhatsApp message, which unfortunately, doesn't follow the casino's instructions, which clearly says you need to request self-exclusion via email.
I apologize, but I am afraid that based on the information you provided so far, there is not much we can do. If you do not have a self-exclusion request in which you clearly state the gambling problem as the reason for the self-exclusion sent via email as suggested by the casino, we are not in a position to ask for any refunds.
I can only recommend that you send a new self-exclusion request if you currently have access to your account. When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.
Example:
Email subject: Self-exclusion
Player’s info:
First name:
Last name:
DOB:
Casino login:
Email address:
"Greetings xxx xxx,
I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).
The reason that preceded my decision is xxx (gambling addiction/problem)
I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."
Please send another email to support@justbit.io, and keep me informed about any further developments. Thank you in advance.
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