Dragi Matej i Andrej,
Hvala vam što ste se obratili. Cenimo priliku da se pozabavimo ovim pitanjem.
Andrevov račun je ponovo otvoren 25. oktobra 2024. nakon njegovog dobrovoljnog zahtjeva. U to vreme nije otkrivena nikakva zabrinutost zbog zavisnosti od kockanja. Kao što je navedeno u našim uslovima i odredbama (6.2):
Kada kreirate i ponovo otvarate nalog kod nas, VI izjavljujete i isključivo ste odgovorni da osigurate da nemate problema sa kockanjem, da niste registrovani kao osoba zavisna od kockanja i da se pridržavate lokalnih zakona.
Ovo nije bio prvi slučaj da je Endru tražio da se njegov nalog ponovo otvori. U različitim prilikama, Endru je tražio zatvaranje i kasnije se predomislio, tražeći da se nalog ponovo otvori. Na primer, nakon što je zatražio zatvaranje 19. avgusta 2024, Endru je zatražio da se nalog ponovo otvori sledećeg dana. Ovi zahtevi su bili u potpunosti dobrovoljni, i kao provajder zabave, ne želimo da ispitujemo ili opterećujemo igrače nametljivim psihijatrijskim pitanjima kada nam prilaze da igraju i uživaju u našim uslugama.
Endru se takođe aktivno angažovao na našoj platformi, zahtevao je uklanjanje ograničenja za odgovorno igranje i koristio bonuse, što sve dodatno pokazuje njegovo dobrovoljno učešće.
Svesni smo da se okolnosti pojedinaca mogu promeniti, a osećanja oko kockanja mogu da evoluiraju. Međutim, lična odgovornost je i dalje neophodna . Radimo u dobroj nameri, na osnovu informacija koje su igrači dali u trenutku njihovog zahteva.
Da bi se dalo prednost Endruovom blagostanju, njegov nalog je sada trajno zatvoren. Dodate su sveobuhvatne napomene kako bi se osiguralo da se ne može ponovo otvoriti ni pod kojim okolnostima, a svi povezani nalozi identifikovani u budućnosti biće odmah ugašeni.
Ovo pitanje shvatamo veoma ozbiljno i žalimo zbog bilo kakve nevolje. Međutim, s poštovanjem ponavljamo da su odluke u vezi sa aktivnostima kockanja na kraju odgovornost pojedinca, kao što je navedeno u našim Uslovima i odredbama. Ostajemo posvećeni odgovornom igranju i uvek smo dostupni da pomognemo igračima sa alatima i podrškom koja im je potrebna.
Ako su vam potrebne dodatne informacije ili dokazi, ne oklevajte da se obratite.
srdačan pozdrav,
Victoria
Dear Matej and Andrew,
Thank you for reaching out. We appreciate the opportunity to address this matter.
Andrew’s account was reopened on 25th October 2024 following his voluntary request. At that time, no concerns about gambling addiction were disclosed. As outlined in our Terms and Conditions (6.2):
When creating and reopening an account with us, YOU declare and are solely responsible for ensuring that you do not have any gambling issues, you are not registered as a person addicted to gambling, and you comply with your local laws.
This was not the first instance of Andrew requesting his account to be reopened. On different occasions, Andrew requested closure and later changed his mind, asking for the account to be reopened. For example, after requesting closure on 19th August 2024, Andrew asked for the account to be reopened the following day. These requests were entirely voluntary, and as an entertainment provider, we do not wish to interrogate or burden players with intrusive psychiatric questions when they approach us to play and enjoy our services.
Andrew also actively engaged with our platform, requested the removal of responsible gaming limits, and used bonuses, all of which further demonstrate his voluntary participation.
We recognise that individuals’ circumstances may change, and feelings around gambling can evolve. However, personal accountability remains essential. We operate in good faith, based on the information provided by players at the time of their request.
To prioritise Andrew’s well-being, his account has now been permanently closed. Comprehensive notes have been added to ensure it cannot be reopened under any circumstances, and any related accounts identified in the future will be terminated immediately.
We take this matter very seriously and regret any distress caused. However, we respectfully reiterate that decisions regarding gambling activity are ultimately the responsibility of the individual, as outlined in our Terms and Conditions. We remain committed to responsible gaming and are always available to assist players with the tools and support they need.
Should you require any further information or evidence, please do not hesitate to reach out.
Kind regards,
Victoria
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