Dragi celinecel,
Hvala vam puno što ste podneli žalbu. Veoma mi je žao što čujem za vaše negativno iskustvo.
Prvo, želeo bih da vam objasnim koja je razlika između zatvaranja naloga i samoisključenja:
Zatvaranje naloga je jednostavno i nema skoro nikakav uticaj - igrač može ponovo da otvori nalog u bilo kom trenutku, a kazino nema nikakvu obavezu prema igraču.
S druge strane, samoisključivanje to čini. Ako igrač uspešno izvrši samoisključivanje, kazino se slaže da neće otvoriti ovaj nalog ili ako da samo pod određenim okolnostima (nakon perioda hlađenja, a to se ne može učiniti za igrače sa problemima sa kockanjem).
- Možete li da navedete razlog za zatvaranje naloga?
- Možete li objasniti na šta se sporni iznos (100€) odnosi u ovom slučaju?
- Da li biste bili ljubazni da mi prosledite zahteve za zatvaranje naloga koje ste poslali kazinu?
Moja adresa e-pošte je KSKSKSKSKS0@email.kkkkk
Hvala vam puno unapred.
Srdačan pozdrav,
Tomas
Dear celinecel,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience.
First, I’d like to explain to you what the difference is between closing the account and self-exclusion:
Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.
On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players with gambling problems).
- Could you please specify the reason for closing your account?
- Could you please explain what the disputed amount (€100) is referring to in this case?
- Would you be so kind as to forward me the account closure requests that you sent to the casino?
My email address is tomas@casino.guru
Thank you very much in advance.
Best regards,
Tomas
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