Hvala vam na strpljenju dok smo razmatrali vaš slučaj.
Pažljivo smo pregledali uslove i odredbe Spinsino kazina i želeli bismo da podelimo sledeće informacije sa vama:
14.3 Zbog tehničke potrebe, svi brendovi i veb stranice EOD Code SRL („EOD Code SRL") rade nezavisno jedan od drugog; ako želite da izvršite samoisključivanje za sve brendove EOD Code SRL, to morate učiniti tako što ćete podneti zahtev za samoisključivanje preko svake adrese e-pošte za korisničku podršku EOD Code SRL brenda, ili tako što ćete nas izričito uputiti da to uradimo u vaše ime putem e-pošte poslate na adresu e-pošte za korisničku podršku EOD Code SRL, koja nam pruža dovoljno informacija da bismo mogli da identifikujemo vaše naloge za SRL koji će se izvršiti na svim EOD Code SRL akcijama u svim EOD Code Se-Ekclusive radnjama . blagovremeno za sve postojeće EOD Code SRL brendove sa kojima ste prethodno kreirali nalog.
Prema klauzuli 14.3, svi brendovi kojima upravlja EOD Code SRL funkcionišu nezavisno zbog tehničkih ograničenja. Kao takav, zahtev za samoisključivanje podnet preko jednog brenda ne primenjuje se automatski na druge. Da bi samoisključenje obuhvatilo sve brendove EOD Code SRL, od igrača se traži da ili podnesu pojedinačne zahteve korisničkoj podršci svakog brenda ili da dostave dovoljno informacija putem e-pošte kako bi operater identifikovao sve povezane naloge i primenio isključenje na njih.
Ova klauzula takođe pojašnjava da se takva isključenja primenjuju retrospektivno — to jest, samo na račune koji su već kreirani u vreme zahteva. Svi novi nalozi registrovani nakon što je samoisključivanje obrađeno ne bi bili obuhvaćeni i zahtevali bi poseban zahtev za samoisključivanje.
Na osnovu dokaza koje ste podelili, razumemo da ste 21. februara zatražili samoisključivanje iz TG kazina, a vaš nalog u Spinsinu je kreiran 22. marta. S obzirom na to da izuzimanje nije primenjeno na celu grupu i da je Spinsino nalog otvoren nakon prvobitnog zahteva, radnje kazina su usklađene sa njegovim uslovima i odredbama.
Iako razumemo koliko ovo može da bude frustrirajuće i kontraintuitivno – posebno kada više brendova pripada istoj kompaniji – važno je napomenuti da trenutni zahtevi za licenciranje ne obavezuju operatere da primenjuju isključenja na nivou grupe. Nažalost, to znači da u ovom slučaju ne možemo da zahtevamo povraćaj sredstava u vaše ime.
Imajući ovo na umu, sada ćemo nastaviti sa zatvaranjem žalbe. Iskreno cenimo vaše razumevanje i nadamo se da ovo iskustvo pomaže da se istakne kako funkcionišu zahtevi za samoisključivanje kod različitih operatera. Ako imate bilo kakvih drugih pitanja ili vam je potrebna dodatna pomoć u budućnosti, ne oklevajte da se obratite.
Srdačan pozdrav,
Veronika
Thank you for your patience while we looked into your case.
We’ve carefully reviewed the Terms and Conditions of Spinsino Casino, and we’d like to share the following information with you:
14.3 Due to technical necessity, all of EOD Code SRL brands and websites ("EOD Code SRL") are operated independently of each other; should you wish to effect a Self-Exclusion across all EOD Code SRL Brands you must do so by submitting a Self-Exclusion request via each EOD Code SRL Brand customer support email address, or by specifically instructing us to do so on your behalf via email sent to a EOD Code SRL customer support email address, which provides us with sufficient information to be able to identify your accounts across all EOD Code SRL Brands, following which your Self-Exclusion request will be actioned in a timely fashion for all existing EOD Code SRL Brands with which you have previously created an account.
According to clause 14.3, all brands operated by EOD Code SRL function independently due to technical limitations. As such, a self-exclusion request submitted through one brand does not automatically apply to others. In order for a self-exclusion to cover all EOD Code SRL brands, players are required to either submit individual requests to each brand’s customer support or provide sufficient information via email for the operator to identify all associated accounts and apply the exclusion across them.
This clause also clarifies that such exclusions apply retrospectively—that is, only to accounts already created at the time of the request. Any new accounts registered after the self-exclusion was processed would not be covered and would require a separate self-exclusion request.
Based on the evidence you shared, we understand that you requested self-exclusion from TG Casino on February 21, and your account at Spinsino was created on March 22. Given that the exclusion was not applied across the group and the Spinsino account was opened after the initial request, the casino’s actions are aligned with its terms and conditions.
While we understand how frustrating and counterintuitive this can feel—especially when multiple brands belong to the same company—it’s important to note that current licensing requirements do not obligate operators to implement group-wide exclusions. Unfortunately, this means we’re unable to request a refund on your behalf in this case.
With this in mind, we’ll now proceed to close the complaint. We genuinely appreciate your understanding and hope that this experience helps highlight how self-exclusion requests work across different operators. If you have any other questions or need further assistance in the future, please don’t hesitate to reach out.
Best regards,
Veronika
Automatski prevedeno:
