Hvala na odgovoru.
Pregledao sam komunikaciju koju ste dali.
Koliko vidimo, nikada niste eksplicitno spomenuli problem kockanja u svojim zahtevima. Ovo je možda dovelo do toga da kazino tretira vaš zahtev za samoisključivanje kao manje hitan ili ne zahteva hitnu akciju. Nažalost, na osnovu dostavljenih informacija, mislimo da niste izrazili potrebu da budete zaštićeni od daljeg igranja.
Pristup onlajn kazina igračima koji kažu da imaju problema sa kockanjem trebalo bi da bude drugačiji. Nažalost, na osnovu dokaza koje ste dali, možda vam nećemo pomoći da zatražite povraćaj sredstava.
- Možete li potvrditi da li je kazino zatvorio vaš nalog?
- Postoji li još neka komunikacija u kojoj ste izrazili potrebu da budete zaštićeni od daljeg igranja iz kazina?
Ako vaš nalog u kazinu još nije zatvoren, preporučio bih vam da zatražite samoisključivanje zbog problema sa kockanjem.
Kada se prijavljujete za samoisključivanje, jasno navedite razlog za deaktivaciju vašeg naloga i navedite vremenski period. Takođe, imejl „Subject" treba da bude jasno označen i lako prepoznatljiv pošto kazino podrška prima mnogo zahteva dnevno. Ako je označeno vidljivo, imaćete veće šanse da vaš zahtev bude odobren što je pre moguće.
Primer:
Naslov e-pošte: Samoisključivanje
Podaci o igraču:
ime:
prezime:
Datum rođenja:
Prijava u kazino:
Adresa e-pošte:
„Pozdrav RTBet Casino podrška,
Pišem da vas obavestim da želim da budem odmah isključen iz ovog kazina i da trajno primam marketinški materijal u vezi sa kockanjem.
Razlog moje odluke je taj što imam problema sa kockanjem .
Potvrđujem da mi neće biti dozvoljeno da poništim svoje samoisključivanje tokom ovog perioda i da se samoisključenje ne može ukinuti pre isteka dogovorenog perioda."
Molimo pošaljite drugu e-poštu svom VIP menadžeru i posebnu e-poštu na support@rtbet.com (možete me uključiti u kopiju na tomas@casino.guru ) i obaveštavajte me o svim daljim dešavanjima. Hvala unapred na odgovoru.
Thanks for your reply.
I went over the communication you provided.
From what we can see, you never explicitly mentioned a gambling problem in your requests. This might have led the casino to treat your self-exclusion request as less urgent or not requiring immediate action. Unfortunately based on the provided information, we don't think you expressed the need to be protected from further play.
The approach of online casinos to players who express that they are experiencing gambling problems should be different. Unfortunately, from the evidence you provided we might not assist you with requesting a refund.
- Could you please confirm whether the casino closed your account?
- Is there any further communication where you expressed your need to be protected from further play from the casino?
If your account in the casino is not yet closed, I would recommend you request a self-exclusion due to gambling problems.
When applying for self-exclusion, clearly state the reason for deactivating your account and specify the time period. Also, the email "Subject" should be clearly marked and easily recognizable as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.
Example:
Email subject: Self-exclusion
Player’s info:
First name:
Last name:
Date of birth:
Casino login:
Email address:
"Greetings RTBet Casino Support,
I’m writing to inform you that I wish to be excluded immediately from this casino and from receiving any gambling-related marketing material permanently.
The reason for my decision is that I am suffering from gambling problems.
I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."
Please send another email to your VIP manager and a separate email to support@rtbet.com (you can include me in the copy at tomas@casino.guru) and keep me informed about any further developments. Thanks in advance for your reply.
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