Dragi Mihal,
Hvala vam za vašu poruku.
10. juna igrač je kontaktirao podršku sa željom da blokira svoj nalog zbog nepobede, rekavši: „Moram zauvek da napustim ovu odvratnu aplikaciju, izgubio sam milione pezosa i ne želim da budem ovde ikada više. " Pošto blokiranjem naloga upravlja drugo odeljenje, naš tim za podršku ga je uputio block@megapari.com .
Istog dana, igrač nam je poslao e-poštu sa zahtevom da blokiramo njegov nalog, rekavši: „Molim vas, treba mi da blokirate moj nalog, izgubio sam više od 3 miliona pezosa i više ne želim da igram na vašim stranicama, ili Još nešto." Iako je igrač izrazio frustraciju zbog svojih gubitaka, nije spomenuo da nije mogao da prestane da igra ili da mu kockanje uništava život. Dakle, ne mislimo da je tačno ovu poruku tretirati kao izjavu o zavisnosti. Nakon ove poruke, igrač je odlučio da nastavi da koristi platformu.
Sledeći kontakt igrača je bio 13. juna, sa sličnim zahtevom. Opet je odlučio da ostane na platformi.
Igrač je 17. juna obavestio naš tim da mu je kockanje uništilo život, pominjući svoju depresiju i gubitak posla. Po dobijanju ove informacije, naš tim je odmah započeo proces blokade njegovog naloga, prepoznajući ozbiljnost njegove zavisnosti od kockanja. Račun je u potpunosti blokiran 19. juna.
Posvećeni smo odgovornom kockanju i takve stvari shvatamo veoma ozbiljno. Žao nam je zbog bilo kakve nevolje izazvane početnim postupanjem po njegovom zahtevu i kontinuirano radimo na poboljšanju naših procesa i obuke za efikasnije rešavanje kritičnih slučajeva.
Hvala na razumevanju.
Srdačan pozdrav,
MegaPari tim
Dear Michal,
Thank you for your message.
On June 10th, the player contacted support with a desire to block his account due to not winning, stating, "I need to leave forever from this disgusting application, I lost millions of pesos and I don't want to be here ever again." As account blocking is managed by another department, our support team directed him to block@megapari.com.
On the same day, the player emailed us with a request to block his account, saying, "Please, I need you to block my account, I have lost more than 3 million pesos and I no longer want to play on your pages, or anything else." While the player expressed frustration over his losses, he did not mention being unable to stop playing or that gambling was destroying his life. So we don't think it's accurate to treat this message as a statement of addiction. Following this message, the player decided to continue using the platform.
The next contact from the player was on June 13th, with a similar request. Again, he decided to remain on the platform.
On June 17th, the player informed our team that gambling had ruined his life, mentioning his depression and job loss. Upon receiving this information, our team immediately began the process of blocking his account, recognizing the seriousness of his gambling addiction. The account was fully blocked on June 19th.
We are committed to responsible gambling and take such matters very seriously. We regret any distress caused by the initial handling of his request and are continuously working to improve our processes and training to handle critical cases more effectively.
Thank you for your understanding.
Best regards,
MegaPari Team
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