Hvala vam na odgovoru, kabcd42. Pregledao sam ceo slučaj i bojim se da nismo u mogućnosti da vam dalje pružimo podršku. Iako verujemo da kada igrač jasno ukaže na problem sa kockanjem, kazino tim treba da preduzme odgovarajuće korake (ograniči korisničke naloge i izvrši procenu sa igračem, itd.) ili da zatvori nalog igrača što je pre moguće, takođe moramo uzeti u obzir da ste kreirali sve naloge koristeći različite adrese e-pošte. Pošto kazino nudi brzu registraciju bez davanja ličnih podataka i verifikacija nije potrebna pri registraciji, vaša adresa e-pošte je bila jedini lični detalj koji bi mogao ukazivati da već imate drugi nalog.
Naravno, voleli bismo da svaki kazino ne dozvoljava igračima da otvore nove naloge kada su prethodno zatvorili svoje naloge zbog problema sa kockanjem, ali mnoga kazina obično vrše proveru verifikacije pre povlačenja, pa tek tada proveravaju sve relevantne informacije i saznaju za ograničenja za određenog igrača.
Mogu se složiti sa vama da je kazino mogao strožije da odredi svoje mere odgovornog igranja i samoisključenja, ali ovo nije industrijski standard i ne postoje pravila o alatima za samoisključivanje ili odgovorno kockanje koja se primenjuju univerzalno na sva onlajn kazina.
Pošto ste već tražili samoisključivanje svih svojih naloga, a kreiranje drugih naloga je bila isključivo vaša odgovornost, ne može se mnogo učiniti u vezi sa sredstvima koja ste deponovali i izgubili u kazinu.
Mogu samo da vam preporučim da kontaktirate autoritet za licenciranje jer oni imaju bolje alate i opcije da pomognu igračima i u mogućnosti su da detaljnije istraže takve slučajeve.
Štaviše, preporučujem vam da potražite stručnu pomoć u vezi sa zavisnošću od kockanja. Centre za pomoć za kockanje za svoju lokaciju možete pronaći ovde , a druga preporuka je da koristite aplikacije i alate za blokiranje pristupa kockanju na globalnom nivou koje možete pronaći ovde .
Iz gore navedenih razloga, ova žalba će biti zatvorena. Hvala vam na razumevanju, žao mi je što ovom prilikom nismo mogli biti od veće pomoći. Ne ustručavajte se da nas kontaktirate ako u budućnosti naiđete na probleme sa ovim ili bilo kojim drugim kazinom.
Thank you for your reply, kabcd42. I reviewed the whole case and I am afraid that we are not able to support you further. Although we believe that once a player clearly indicates a gambling problem, the casino team should take appropriate steps (restrict the user accounts and do an assessment with the player, etc.) or close the player's account as soon as possible, we must also take into consideration that you created all accounts using different email addresses. Since the casino offers quick registration without providing any personal details and verification isn't required at the point of registration, your email address was the only personal detail that could indicate you already had another account.
Of course, we would like to see every casino not allow players to open new accounts when they have previously closed their accounts due to gambling problems, but many casinos usually engage in a verification check prior to a withdrawal, so it is only then that they check all relevant information and find out about any restrictions for a certain player.
I can agree with you that the casino could have set its responsible gaming and self-exclusion measures more strictly, but this is not an industry standard and there are no self-exclusion or responsible gambling tools rules applied universally to all online casinos.
Since you already requested self-exclusion of all your accounts, and the creation of other accounts was solely your responsibility, there is not much that can be done in regard to the funds you have deposited and lost in the casino.
I can only recommend that you contact the licensing authority as they have better tools and options to help players and they are able to investigate such cases more thoroughly.
Furthermore, I strongly advise that you seek Professional Help with Gambling Addiction. You can find Gambling Help Centers for your location here and another recommendation is to use Apps and tools to block access to gambling at a global level that you can find here.
Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
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