Prvo je izvorno zatražen povrat bio iz depozita na Mystakeu, a ne iz Rolletta.
Molim vas za potpuni povrat svih depozita u iznosu od 756 €. Razlog zbog kojeg to tražim je taj što je moj račun zatvoren u kompaniji Rolletto zbog problema s kockanjem zbog mog psihičkog stanja i moj račun na MyStake -u je trebao biti zatvoren jer je u vlasništvu i pod upravom iste kompanije Onyxion.
Moj račun pri Rollettu je zatvoren kada je moj račun na MyStake -u već bio registriran, a ipak ste mi dozvolili pristup.
Jasno vidite da tu navodim da imam problema s kockanjem na osnovu svog mentalnog zdravlja.
Na kraju e -pošte također jasno navodim da zatvorim svoj račun nakon povrata novca. Odgovorili ste na ovo 12. avgusta i već ste dali rješenje za taj spor navodeći da mi nećete vratiti novac, ali niste zatvorili moj račun prema zahtjevu.
Na svojoj stranici za odgovorno kockanje navodite i sljedeće:
"Naša je odgovornost osigurati da je svo naše osoblje obučeno da prepoznaje bilo kakve znakove problematičnog kockanja i da poduzme potrebne korake za zaštitu naših članova".
Prije nego što sam poslao svoju originalnu e -poštu od 12. augusta, razgovarao sam s članom vaše podrške uživo koji je također upoznat s mojim problemima s kockanjem. Dakle, vaš zaposlenik je tada mogao poduzeti gore navedene korake.
Vaš odgovor na e -poruku je bio da nemate nikakve veze sa rollettom -om, za koji znam da je netačan jer sam razgovarao sa Curacao Gaming Control Board -om koji kaže da Onyxion upravlja i Rollettom i Mystakeom. Takođe niste zatvorili račun prema zahtjevu. Nije teško vidjeti zahtjev pa ne razumijem zašto to nije učinjeno odmah kada ste zamišljeni kao odgovorna Igaming kompanija.
Firstly the refund originally requested was from the deposits on Mystake and not Rolletto.
I am requesting a full refund of all deposits amounting to €756 please. The reason I am requesting this is because when my account was closed with Rolletto due to gambling issues because of my mental health condition my account with MyStake should have been closed too as its owned and operated by the same company Onyxion.
My account with Rolletto was closed when my account with MyStake was already registered yet you still allowed me access.
You can clearly see there I state I have gambling problems based on my mental health.
I clearly state at the end of the email aswell to close my account after the refund. You replied to this on 12th August and you already gave the resolution to that dispute by stating you was not going to refund me but you did not close my account as requested.
You also state the following on your responsible gambling page:
"It is our responsibility to ensure that all of our staff are trained to recognise any signs of problem gambling, and to take the necessary steps to protect our members".
Before I sent my original email dated 12th August I spoke with a member of your live support who was also made aware of my gambling issues. So your staff member could have taken steps then as mentioned above.
Your reply to the email was that you have nothing to do with rolletto which I know is incorrect as I have spoken with Curacao Gaming Control Board who says Onyxion operate both Rolletto and Mystake. Also you didn't close the account as requested. Its not very difficult to see the request so I don't understand why it was not done immediately when you are meant to be a responsible Igaming company.
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