dragi svi,
Želeo bih da sumiram ovaj slučaj. Utvrđeno je da je igrač tražio zatvaranje računa 5. maja, a stvarno zatvaranje je došlo 29. maja. Mi u Casino.Guru-u razumemo da je potreban određeni vremenski okvir za ceo proces samoisključenja, pošto kazina moraju da sortiraju sve zahteve ručno i jedan po jedan, baveći se svakim slučajem na individualnoj osnovi.
Međutim, smatramo da je 18 radnih dana za ispunjavanje takvog zahteva veoma dugo. S jedne strane, kazino mora biti u stanju da ispuni sve zahteve na način koji se može upravljati, sa druge strane, vremenski okvir potreban za ceo ovaj proces treba da bude što kraći kako bi igrači koji pate od zavisnosti od kockanja imali svoje računi zatvoreni i ne padajte u iskušenje da igrate više.
Drugi problem je što je igrač lako mogao da ponovo otvori nalog, što svakako ne bi trebalo da se desi u slučajevima samoisključenja zbog zavisnosti od kockanja, zbog činjenice da igrači često ne kontrolišu svoje postupke i da su skloni da izgubiti više novca - kao što se to nažalost dogodilo u ovom slučaju. Informisanje kazina o potencijalnom problemu sa kockanjem je važan deo procesa samoisključenja i mi u Casino.Guru verujemo da ako igrač ima problem sa kockanjem i obavesti kazino o tome, njegov nalog treba da bude trajno zatvoren bez mogućnosti ponovno otvaranje (osim u određenim situacijama kao što je kada je već prošao dovoljno dug period samoisključenja - govorimo o godinama) i takođe relevantan proces ponovnog otvaranja, koji uključuje dovoljan period hlađenja (ne dan, već najmanje nedelju dana, idealno dva) kao i komunikacija sa igračem tokom ovog perioda hlađenja radi provere da li je zahtev urađen zdravorazumski i da nije bio samo privremeni neuspeh.
U zaključku, smatramo da ceo proces samoisključenja, kao i politika odgovornog kockanja u ovom slučaju nisu dovoljni i preporučujemo da se ceo proces unapredi. Smatramo da bi igrač trebalo da ima pravo da dobije povraćaj svih depozita koji su se desili na njegovom računu od 9. maja ako uzmemo u obzir vreme potrebno za ispunjavanje zahteva od strane kazina.
Dragi LuckiMak kazino, da li ste voljni da vratite novac igraču? Radovaću se vašem odgovoru.
Dear everyone,
I would like to summarise this case. It was established that the player had asked for an account closure on the 5th of May and the actual closure came on the 29th of May. We at Casino.Guru understand that there is a certain timeframe needed for the whole self-exclusion process, as the casinos have to sort through all of the requests manually and one by one, dealing with each and every case on an individual basis.
However, we consider 18 working days to complete such a request to be a very long time. On one hand, the casino needs to be able to fulfill all of the requests in a manageable way, on the other hand, the timeframe needed for this whole process should be as short as possible so the players who are suffering from gambling addiction have their accounts closed and do not fall into the temptation to play more.
Another issue is that the player was easily able to reopen the account, which should definitely not happen in cases of self-exclusion due to a gambling addiction, due to the fact that players often are not in control of their actions and they are prone to lose more money - as it unfortunately happened in this case. Informing the casino about a potential gambling problem is an important part of the self-exclusion process and we at Casino.Guru believe that if a player has a gambling problem and informs the casino about it, their account should be permanently closed without the possibility of reopening (except for certain situations like when a long enough self-exclusion period has already passed - we are talking about years) and also a relevant reopening process, which includes a sufficient cool off period (not a day but at least a week, ideally two) and also communication with the player during this cool-off period for verifying if the request was made in sound mind and wasn't just a temporary failure.
In conclusion, we find the whole self-exclusion process and also the responsible gambling policy in this case not sufficient enough and we recommend improving the whole process. We believe that the player should be entitled to get a refund of all the deposits that occurred on his account from the 9th of May if we take into consideration the time needed for completing the request by the casino.
Dear LuckyMax Casino, are you willing to refund the player? I will be looking forward to your reply.
Automatski prevedeno: