Zdravo Deanh7635,
Pregledao sam prosleđenu komunikaciju:
Zdravo Dean,
Hvala što ste nam skrenuli pažnju na ovo. Pokrenuli smo ovo sa relevantnim timom da ažuriramo. Ovo nije iz naših uslova i pravila i nije kršenje, to je rezime mehanike alata. 7-dnevno hlađenje se ne primenjuje na sve vremenske periode, na primer, ako uzmete 24-časovni ili 7-dnevni tajm-aut i zatražite da ga uklonite i ono je odobreno, a zatim uđete u kul- period isključenja od 7 dana bi produžio vreme završetka tajm auta, a ne skratio ga.
Međutim, zadovoljni smo što ovaj sadržaj nije uticao na vas u to vreme i što to možete videti iz detalja ćaskanja. "Bio sam samo Ment da postavim na 24 sata za moje povlačenje i da prođem kroz" & "Zar to nije dan kada je Ment ionako bio uklonjen". Dakle, svesni ste da će vreme čekanja biti skraćeno i niste očekivali da ćete ući u produženi period hlađenja od 7 dana. Pregledali ste ovaj sadržaj na alatima naknadno. Već smo obavestili da neće biti ponuđen povrat novca; poenta ostaje da nam nikada niste izneli nikakvu zabrinutost u vezi sa odgovornim kockanjem, tako da nema obaveze da refundiramo ove transakcije pošto vam je ponovo odobren pristup u skladu sa vašim zahtevom i politikom kompanije. Dobili ste priliku da nam iznesete bilo kakvu nedoumicu kada su vas pitali za razlog, a takođe ste imali dovoljno vremena da poništite svoju odluku da uklonite tajm aut.
Ako želite da to pokrenete sa Ask Gamblers ili Casino Guruom, ovo je vaša prerogativnost i biće nam drago da im pomognemo u njihovoj istrazi.
Pozdrav, Jamie, Slotbok tim
Verujem da ova prepiska, uz prethodno navedene detalje, sveobuhvatno rasvetljava celu situaciju. Prema vašim prethodnim komentarima, podnijeli ste ovu pritužbu da biste istakli tretman kazina prema korisnicima sa problemima kockanja, sugerirajući da je to trebalo uočiti iz vašeg ponašanja. Međutim, primećuje se da nikada niste eksplicitno obavestili kazino o svom problemu sa kockanjem. Nakon toga, kada je kazino odlučio da blokira vaš nalog nakon što je identifikovao potencijalne znake zavisnosti od kockanja iz vaših postupaka, vi ste osporili njihovu odluku. Nažalost, nije izvodljivo imati ga na oba načina.
Da ste jasno saopštili kazinu svoj problem sa kockanjem i ako je vaš zahtev za trajno zatvaranje računa zanemaren, bili bismo u poziciji da vam pomognemo.
Što se tiče kasnije identifikacije potencijalnih problema sa kockanjem na osnovu vašeg ponašanja u kasnijoj fazi, teško je tvrditi da li je to trebalo da učine ranije.
Za buduću referencu, toplo preporučujem da koristite dostavljeni šablon za samoisključivanje i da se ne oslanjate samo na kazino da biste otkrili potencijalne probleme sa kockanjem samo na osnovu vaših radnji.
Voleo bih da mogu biti od veće pomoći. Žao mi je što nismo mogli da vam pomognemo da rešite ovaj slučaj, ali ne ustručavajte se da nas kontaktirate ako naiđete na bilo kakve probleme sa bilo kojim drugim kazinom u budućnosti. Iz gore navedenih razloga, sada ću odbiti ovu žalbu. Hvala na razumevanju.
Hi Deanh7635,
I reviewed the forwarded communication:
Hi Dean,
Thanks for bringing this to our attention. We've raised this with the relevant team to update. This is not from our terms and conditions and is not a breach, it is a summary of the tool's mechanics. A 7-day cool-off does not apply to all Time Out periods, for example, if you were to take a 24-hour or 7 day time out, and request to remove it and it was approved, then entering into a cool-off period of 7 days would extend the end time of the time out, not shorten it.
However, we are satisfied that this content did not influence or impact you at the time and from the chat details you can see this. "I was only Ment to set for 24h for my withdrawal and to go trough" & "Is that not the day it was Ment to be removed anyway". So you are aware that the time out time is to be shortened and did not expect to enter an extended cool-off period of 7 days. You have reviewed this content on the tools after the fact. We have already advised that no refund will be offered; the point remains that you never raised any responsible gambling concerns with us so there is no obligation for us to refund these transactions as you were granted access again in line with your request and the company policies. You were given the opportunity to raise any concerns with us when asked for a reason and also had ample time to reverse your decision to remove the Time Out.
If you wish to raise this with Ask Gamblers or Casino Guru, this is your prerogative and we would be happy to assist them with their investigation.
Regards, Jamie, Slotbox Team
I believe this correspondence, along with previously mentioned details, elucidates the entire situation comprehensively. As per your prior comments, you raised this complaint to highlight the casino's treatment of users with gambling issues, suggesting it should have been discerned from your behavior. However, it's noted that you never explicitly informed the casino about your gambling problem. Subsequently, when the casino opted to block your account upon identifying potential signs of gambling addiction from your actions, you contested their decision. Regrettably, it's not feasible to have it both ways.
If you had clearly communicated your gambling problem to the casino, and if your request for permanent account closure was disregarded, we would be in a position to assist you.
Regarding the casino's identification of potential gambling issues from your behavior at a later stage, it's difficult to assert whether they should have done so earlier.
For future reference, I strongly recommend utilizing the provided template for self-exclusion and not relying solely on the casino to detect potential gambling problems based solely on your actions.
I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.
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