Hvala vam na porukama i strpljenju.
Prema mejlovima koje ste mi poslali, zatražili ste da budete samoisključeni 13. februara, a vaš nalog je uspešno zatvoren 15. februara, samo dva dana kasnije.
Koliko sam razumeo, u periodu između vašeg zahteva i stvarnog zatvaranja, mogli ste da uplatite novac na svoj račun. Međutim, prema našoj politici, smatramo da je dvodnevno vreme obrade zahteva za samoisključivanje razumnim vremenskim okvirom za kazino. Pošto se zahtevi za samoisključivanje obično ručno obrađuju od strane relevantnog odeljenja, a mnoga odeljenja kazina ne rade vikendom, vaš nalog je zatvoren u subotu, što je van redovnog radnog vremena.
Prema našoj politici, nećemo smatrati kazino odgovornim za kašnjenje u obradi vašeg zahteva za samoisključivanje ako je zatvoren prvog radnog dana posle vikenda, što je u ovom slučaju bio ponedeljak.
Što se tiče ponude koju ste dobili od kazina pre zatvaranja vašeg naloga, želeo bih da se pozabavim ovim sa stanovišta odgovornog igranja. Iako se ne slažemo da kazina šalju takve ponude igračima koji su zatražili samoisključivanje, razumemo da je to deo poslovne prakse određenih operatera. Važno je naglasiti da takve ponude, iako naizgled primamljive, možda nisu u skladu sa osnovnim vrednostima odgovornog igranja igara.
Kao zagovornici odgovornog kockanja, verujemo da je od suštinskog značaja za kazina da poštuju odluku igrača da se samoisključi bez pokušaja da ih namami nazad bonusima ili promocijama. Uvek podstičemo kazina da se usredsrede na dobrobit svojih igrača i izbegavaju nuđenje bilo kakvog oblika podsticaja koji bi mogao potkopati zahtev igrača za samoisključivanje.
Međutim, pošto je vaš nalog zatvoren u razumnom roku, nismo u mogućnosti da vam pomognemo sa zahtevom za povraćaj vaših izgubljenih depozita.
Iz gore navedenih razloga, ova žalba će sada biti odbijena. Hvala vam na razumevanju, žao mi je što ovom prilikom nismo mogli više pomoći. Ne ustručavajte se da nas kontaktirate ako u budućnosti naiđete na probleme sa ovim ili bilo kojim drugim kazinom.
Thank you for your messages and for your patience.
According to the emails you sent me, you requested to be self-excluded on February 13, and your account was successfully closed on February 15, just two days later.
I understand that during the time between your request and the actual closure, you were able to deposit money into your account. However, according to our policy, we consider a two-day processing time for self-exclusion requests to be a reasonable timeframe for the casino. Since self-exclusion requests are typically handled manually by the relevant department, and many casinos' departments do not operate over weekends, your account was closed on Saturday, which is outside of regular working hours.
As per our policy, we would not hold the casino responsible for the delay in processing your self-exclusion request if it was closed on the first working day after the weekend, which in this case was Monday.
Regarding the offer you received from the casino before your account closure, I would like to address this from a responsible gaming standpoint. While we do not agree with casinos sending such offers to players who have requested self-exclusion, we understand that this is part of the business practice of certain operators. It is important to highlight that such offers, while seemingly tempting, may not align with the core values of responsible gaming.
As advocates for responsible gambling, we believe it is essential for casinos to respect a player’s decision to self-exclude without trying to entice them back with bonuses or promotions. We always encourage casinos to focus on the well-being of their players and avoid offering any form of incentive that might undermine a player’s self-exclusion request.
However, since your account has been closed within a reasonable timeframe, we are unable to assist you with the request for a refund of your lost deposits.
Due to the aforementioned reasons, this complaint will now be rejected. 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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