Prvobitno sam e-poštom zatražio da Povbet podrži zatvaranje pristupa kazino strani njihovog sajta za mene 06.11.2023, jer sam previše igrao. Nisam dobio nikakav odgovor i nastavio sam da gubim još.
09.11.2023 ponovo sam kontaktirao Povbet i napisao sledeće:
„Moj zahtev u nastavku je ignorisan, to nije normalno.
Molim vas da što pre nastavite sa mojim zahtevom da zatvorim kazino stranu mog naloga. Ako odvojeno zatvaranje nije moguće, zatvorite sav pristup uključujući i stranu sportskog klađenja."
Nisam mogao jasnije da kažem da želim da se zatvori. Odgovor sam dobio tek 13 dana kasnije (!!), u kojem se navodi da im je „žao što čuju da želim da ih napustim", ali bih morao ponovo da ih kontaktiram ako želim da zatvorim nalog, a da su mi dali meni neželjeni bonus.
Sa ovim bonusom na mom nalogu, bio sam namamljen da nastavim da igram i nastavio sam da gubim još malo.
Nema sumnje da su moji zahtevi za zatvaranje računa bili vrlo jasni. Čak su ih i sami priznavali, ali se nisu povinovali.
Na kraju, 23-02-24, poslao sam im tužbu zbog nepostupanja po mom zahtevu za odgovorno kockanje i zatražio povraćaj od 3539 Eur, koji sam od tada izgubio.
Dobio sam samo automatsku poštu u kojoj je pisalo da je moja poruka primljena, ali bez odgovora od Povbet-a sve dok nisam poslao obnovljeni zahtev 4 dana kasnije 27-02-24. Ovo je takođe primljeno, ali je Povbet potpuno ignorisao. Sva komunikacija (u suštini jednostrana) je priložena ovde.
Kada ni na ovo nije bilo odgovora, stekao sam utisak da moram da čekam najmanje 8 nedelja da im ostavim mogućnost da mi odgovore pre nego što eskaliraju stvar.
Ali ništa se nije desilo, i dalje sam bio bombardovan marketingom od Povbeta do 15.04.24.
Sada izgleda da su na kraju diskretno zatvorili nalog pre nekoliko nedelja i jednostavno me ignorisali.
To nije normalno i ne treba im dozvoliti da se tako ponašaju prema kupcima.
Garantujem da su sve informacije navedene ovde tačne i da sam dostupan za više informacija.
Hvala na pomoći.
I originally requested by email to Powbet support the closure of the access of the casino side of their site for me on 06.11.2023, because I was playing too much. I did not get any reply and I continued to lose some more.
On the 09.11.2023 I have contacted Powbet again and wrote the following:
"My request below has been ignored, it is not normal.
Please proceed asap with my request to close the casino side of my account. If a segregated closure is not possible, please then close all access including the sports betting side too."
I could not make it clearer that I wanted it to be closed. I only received a reply 13 days later (!!), stating that "they are sorry to hear that I wish to leave them", but I would have to contact them again if I wanted to close the account, and that they had given me an unsollicited bonus.
With this bonus in my account now, I was enticed into continuing to play and proceeded to lose some more.
There is no question that my requests for closing the account were very clear. They even acknowledged them themselves, but did not comply.
Eventually, on 23-02-24, I sent them a claim for failing to act on my responsible gambling request and asked for the refund of Eur 3539,- I had lost since then.
I received only the automatic mail saying that my message had been received, but no answer from Powbet until I sent a renewed claim 4 days later on 27-02-24. This was also received, but completely ignored by Powbet. All communication (one-sided essentially) is attached here.
When there was no answer to this either I was under the impression that I had to wait for a minimum of 8 weeks to leave them the possibility to reply to me before escalating the matter.
But nothing happened, I was still bombarded with marketing from Powbet until 15.04.24.
Now it seems that they did eventually close the account discretely a couple of weeks ago and just ignored me.
This is not normal and they should not be allowed to treat customers like that.
I guarantee that all information stated here is correct and am available for more information.
Thank you for your help.
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