Zdravo cgouveia,
Proverio sam u kazinu kako tačno funkcioniše samoisključivanje i zatvaranje naloga.
U suštini, opcija koju ste izabrali nije samoisključivanje i samo serveri pauziraju vaš nalog na ograničeno vreme (može se videti i na snimku ekrana):
Ako pročitate odgovorni deo kazina, u slučaju da želite da isključite svoj nalog na duži vremenski period, potrebno je da kontaktirate e-mail podršku kazina:
„Nudimo periode pripravnosti od 24 sata, kao i ograničenja od 7 dana, 30 dana, 2 meseca i duže vremenske periode (samo uz potvrdu e-pošte na security@royspins.com . Prilikom slanja zahteva na security@royspins.com , uverite se da je ova poruka direktno adresirana, a ne prosleđena ili kopija (cc)."
Nažalost, sumnjam da postoji bilo kakva šansa za povraćaj novca na osnovu okolnosti. Na snimku ekrana se jasno vidi da to nije isključenje i da je maksimalni period samo 7 dana.
Kontaktirajte ih putem njihove e-pošte za podršku kako biste pravilno zatražili samoisključivanje (obavezno navedite da imate problema sa kockanjem/ovisnost).
Savetovao bih vam da uvek kontaktirate prvenstveno kazino podršku e-poštom (koja se nalazi u odeljku Odgovorno kockanje), čak i ako postoji mogućnost da se ručno isključite direktno u okviru svog kazino naloga jer je to najbezbedniji način da se zaštitite.
Postoji li još nešto sa čime bismo vam mogli pomoći?
Hello cgouveia,
I've checked the casino how exactly the self-exclusion and account closure works.
Basically, the option you chose is not a self-exclusion and it only servers to pause your account for a limited time (can be seen on the screenshot as well):
If you read the responsible section of the casino, in case you wish to exclude your account for a longer period of time, you need to contact the casino e-mail support:
"We offer 24-hour stand-by periods as well as 7 day, 30 day, 2 month restrictions and longer timeouts (only with email confirmation on security@royspins.com. When sending an request to security@royspins.com, please make sure that this message is directly addressed and not a forward or carbon copy (cc)."
Unfortunately, I doubt there is any chance for a refund based on circumstances. It is clearly visible in the screenshot that it is not an exclusion and the maximum period is for 7 days only.
Please contact them on their e-mail support in order to properly request for a self-exclusion (be sure to mention that you have gambling issues/addiction).
I would advise to always contact primarily the casino e-mail support (found in the Responsible Gambling section), even if there is a possibility to exclude yourself manually directly within your casino account as it is the safest way to protect yourself.
Is there anything else we could assist you with?
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