Poštovani Aringarosa87,
Hvala vam puno što ste podneli žalbu. Žao mi je što čujem za vaš problem. Proverio sam odeljak Odgovorno kockanje i našao sam ovo:
SAMOISKLjUČIVANjE:
Ako vam je potreban odmor od kockanja na mreži, možete odabrati opciju da se samoisključite na bilo koje vreme koje želite i osećate se sigurno. Potrudićemo se da vam efikasno zabranimo igranje na našoj veb stranici tokom tog perioda. Samoisključivanje znači da sami sebe isključujete, po sopstvenom izboru, iz pristupa našim uslugama. Samoisključivanje ima za cilj snažno sredstvo za intervenciju kada kockanje postane kompulzivno. Ako želite da se samoisključite, pošaljite e-poruku našem timu za podršku na support@Spinoloco.com i dajte im vremenski raspon po vašem izboru za isključivanje. Kada naš tim za podršku primi vašu e-poštu, odmah će vam se obratiti da vam objasni sve implikacije samoisključenja, buduće korake i sve potrebne dodatne informacije ili pomoć. Zapamtite da ne možete zahtevati ukidanje svog samoisključenja pre isteka efektivnog perioda radi sopstvene zaštite. Tokom samoisključenja nije vam dozvoljeno da kreirate novi nalog i svaki pokušaj kreiranja novog naloga predstavljaće kršenje naših Uslova korišćenja usluge i može rezultirati vašom trajnom zabranom pristupa našoj veb stranici. Vaš nalog će biti ponovo otvoren samo ako nas kontaktirate i zatražite nakon isteka perioda samoisključenja.
Možete li proslediti zahtev za samoisključivanje zajedno sa bilo kojom drugom relevantnom komunikacijom između vas i kazina kristina.s@casino.guru ? Alternativno, možete ga objaviti ovde.
Da li sam dobro razumeo da još uvek imate pristup svom kazino nalogu?
Nadam se da ćemo moći da vam pomognemo da rešite ovaj problem što je pre moguće. Hvala vam unapred na odgovoru.
Srdačan pozdrav,
Kristina
Dear Aringarosa87,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the Responsible Gambling section and I found this:
SELF-EXCLUSION:
Should You require a break from online gambling, You can choose the option to self-exclude for whatever time You wish and feel secure. We will make sure to effectively bar You from playing on our website during such period. Self-Exclusion means that You exclude yourself, out of Your own choice, from accessing Our Services. Self-exclusion is aimed as a strong intervention tool when gambling becomes compulsive. If you wish to self-exclude yourself, please send an email to our support team at support@Spinoloco.com and give them a time span of Your choice for exclusion. Once Our support team receive Your email, they will immediately reach out to explain You all the implications of self-exclusion, future steps and any additional information or assistance needed. Remember that You may not request the lifting of Your self-exclusion before the end of the effective period for your own protection. During Self-Exclusion You are not allowed to create a new account and every attempt to create a new account shall be a violation of our Terms of Service and may result in Your permanent ban from our website. Your account will only be reopened if You contact us to request it after the self-exclusion period has expired.
Could you please forward the self-exclusion request together with any other relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.
Do I understand correctly that you still have access to your casino account?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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