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Sportbet.one Casino - Zahtev za samoisključivanje igrača je ignorisan.
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The player from Germany had requested self-exclusion via email on June 30th due to a malfunctioning website tool, but the casino had neglected the requests. As a result, he lost 2,840 USDT in early July. The player sought a full refund and permanent self-exclusion.
The Complaints Team acknowledged the player's concerns regarding the self-exclusion process but noted that he had the opportunity to complete the self-exclusion request through a straightforward method provided by the casino. Ultimately, it was concluded that the player did not complete the self-exclusion process as intended, leading to the rejection of the complaint.
Igrač iz Nemačke je 30. juna zatražio samoisključivanje putem e-pošte zbog neispravnog alata na veb lokaciji, ali je kazino zanemario zahteve. Kao rezultat toga, početkom jula je izgubio 2.840 USDT. Igrač je tražio puni povrat novca i trajno samoisključivanje. Tim za žalbe je priznao zabrinutost igrača u vezi sa procesom samoisključenja, ali je primetio da je imao priliku da dovrši zahtev za samoisključivanje putem jednostavnog metoda koji je obezbedio kazino. Na kraju je zaključeno da igrač nije završio proces samoisključenja kako je predviđeno, što je dovelo do odbijanja žalbe.
Podnosim ovu žalbu zato što kazino ne poštuje praksu odgovornog kockanja.
30. juna sam zatražio samoisključivanje putem e-pošte i dva puta sam ih obavestio da alatka za samoisključivanje na njihovoj veb lokaciji ne funkcioniše ispravno. Zanemarili su moje zahteve, što je rezultiralo mojim gubitkom od 2.840 USDT između 6. i 7. jula. Tražim pun povrat ovog iznosa i trajno samoisključivanje iz svih njihovih usluga, uključujući ukidanje mog naloga.
U prilogu je email koji sam poslao u vezi sa mojim zahtevom za samoisključivanje.
Hvala vam na pažnji prema ovom pitanju.
Hello everyone,
I'm filing this complaint because the casino is failing to uphold responsible gambling practices.
On June 30th, I requested self-exclusion via email, and followed up twice, informing them that the self-exclusion tool on their website was malfunctioning. They neglected my requests, which resulted in my loss of 2,840 USDT between the 6th and 7th of July. I am seeking a full refund of this amount and a permanent self-exclusion from all their services, including the termination of my account.
Attached is the email I sent regarding my self-exclusion request.
Hvala vam puno što ste podneli žalbu i zaista mi je žao što čujem za vaš problem sa Sportbet.one kazinom. Dozvolite mi da vam postavim još nekoliko pitanja pre nego što krenemo dalje.
Možete li da nam kažete da li je vaš nalog već verifikovan i ako jeste, od kada tačno? Šta tačno nije u redu sa zahtevom za ručno samoisključivanje – možete li to opisati? Kada ste prvi put spomenuli zavisnost od kockanja? Kada ste poslednji put razgovarali sa kazinom i o čemu se radilo?
Radujem se Vašem odgovoru.
Pozdravi,
Nick
Hello rad234,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Sportbet.one Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? What exactly is wrong with the manual self-exclusion request - can you describe it? When was the first time you mentioned gambling addiction? When was the last time you spoke to the casino and what was it about?
Pišem da bih izrazio svoju duboku frustraciju i razočaranje zbog toga što je kazino rešio moju situaciju. Od 28. juna, mogao sam da podignem novac bez ikakvih problema, što ukazuje da kazino ne koristi standardni KIC ček.
30. juna obavestio sam kazino o svojoj zavisnosti od kockanja i hitno zatražio trajno samoisključivanje putem e-pošte. Uprkos tome, proces ručnog samoisključenja je bio neefikasan jer nije pružao mogućnost da se završi trajno samoisključivanje. Poslao sam e-poruku 2. jula, u kojoj se jasno navodi hitnost situacije, međutim kazino je odbacio moju zabrinutost.
Kao rezultat nemara kazina, pretrpeo sam značajne finansijske gubitke u iznosu od 2840 usdt između 6. i 7. jula. Kazino je u potpunosti svestan moje kritične situacije i moje ranjivosti na gubitak kontrole, ali je pokazao očigledno zanemarivanje mojih hitnih molbi za pomoć.
Ovaj nedostatak akcije i empatije iz kazina je neprihvatljiv i pogoršao je moje ionako kritično stanje.
Ljubazno tražim vašu pažnju i vašu pomoć u vezi sa ovim pitanjem kako bismo dobili konačno zatvaranje mog računa i potpuni povraćaj uplaćenih depozita između 6. i 7. jula.
Mnogo hvala unapred
S poštovanjem,
rad234
Dear Nick,
I am writing to express my profound frustration and disappointment with the casino's handling of my situation. As of June 28th, I was able to withdraw money without any issues, indicating that the casino was not using the standard KYC check.
On June 30th, I informed the casino about my gambling addiction and urgently requested permanent self-exclusion via email. Despite this, the manual self-exclusion process was ineffective as it did not provide an option to complete the permanent self-exclusion. I followed up with an email on July 2nd, clearly detailing the urgency of the situation, however the casino dismissed my concerns.
As a result of the casino's negligence, I suffered significant financial losses in amount of 2840 usdt between July 6th and 7th. The casino is fully aware of my critical situation and my vulnerability to losing control, yet has shown a blatant disregard for my urgent pleas for help.
This lack of action and empathy from the casino is unacceptable and has exacerbated my already critical condition.
I’m kindly demanding your attention and your assistance to this matter to get a definitive closure of my account and a full refund of the made deposits between the 6th and 7th of July.
Na sva pitanja je odgovoreno, ali evo opet sažetog pregleda:
1- kazino ne koristi standardni kic ček i mogao sam da podignem novac prethodno 28. juna. Kao što je pomenuto na njihovoj veb stranici, nije potrebna kic provera.
2- kada sam zahtevao ručno samoisključivanje, nisam imao opciju da se trajno samoisključim, ali to je bio samo period hlađenja od 24 sata i odmah sam ih obavestio o problemu putem e-pošte i dvaput sam nastavio da se moj nalog trajno isključi, ali bio je uzaludan i moj zahtev je odbačen.
3- Prvi put sam pomenuo zavisnost od kockanja 30. juna, a poslednji put sam razgovarao sa njima 2. jula i obavestio ih o ozbiljnosti i hitnosti samoisključivanja svog naloga, ali opet sve uzalud.
All the questions were answered but here again a summarized overview:
1- the casino isn’t using the standard kyc check and i was able to withdraw money previously on June 28th. As it’s mentioned on their website no kyc check is needed.
2- when requesting a self exclusion manually i had no option to self exclude myself permanently but it was only a 24 hours cool off period and i informed them immediately about the issue through emails and followed up twice to get my account permanently self excluded but it was in vain and my request got discarded.
3- First time i mentioned the gambling addiction was back to 30th June and the last time i spoke to them it was on 2nd of July and informed them of the gravity and the urgency of self excluding my account but all in vain again.
Hvala rad234 za sve date informacije. Sada ću vašu žalbu proslediti kolegi Mihalu ( michal.v@casino.guru ) koji će vam od sada pomagati.
Želim vam puno sreće u rešavanju.
Pozdravi,
Nick
Thank you rad234 for all the information provided. I will now forward your complaint to my colleague Michal (michal.v@casino.guru) who will be assisting you from now on.
moje ime je Džes, ja sam šef odeljenja za uspeh klijenata.
Već imamo nit na LCB forumu u vezi sa ovom žalbom. Možete ga pogledati ovde https://lcb.org/onlinecasinobonusforum/direct-casino-support/sportbet-one-support-and-complaints-thread#nev_topic.
Nakon žalbe igrača, savetovano mu je da prati proceduru na svom nalogu.
Zatim je Rad234 aktivirao period hlađenja 1. jula u 10.06 časova
Posle 24 sata, dobio je imejl da mu je nalog ponovo aktiviran. A ako želi da nastavi proces samoisključenja, treba da klikne na odgovarajuće dugme. Međutim, plejer nije otvorio ovu e-poštu, kao što možete videti na slici ispod.
Rad234 nam je napisao da alat koji smo obezbedili ne radi kako treba. Ali kako je mogao znati da alatka ne radi da nije ni otvorio pismo.
Takođe, naša politika privatnosti navodi:
Da ukine korisnički nalog i ukloni sve podatke vezane za korisnike, Korisnik može da izabere jednu od opcija:
Koristite opciju samoisključenja na veb lokaciji. Da bi to uradio, korisnik treba da se prijavi i ode na stranicu podešavanja https://sportbet.one/#settings/general i klikne na „Zahtevaj samoisključivanje". Nakon toga, pratite uputstva koja se nalaze ovde - https://sportbet.one/responsible-gambling.
Svaki novi korisnik treba da se upozna sa tim:
U vezi sa gore navedenim, ne snosimo odgovornost za postupak igrača jer je igrač prekršio proceduru.
Hello Michal,
my name is Jess, I`m the head of the Client success department.
We already have a thread on the LCB forum regarding this complaint. You can check it out here https://lcb.org/onlinecasinobonusforum/direct-casino-support/sportbet-one-support-and-complaints-thread#new_topic.
After the player's appeal, he was advised to follow the procedure in his account.
Then Rad234 activated the cooling-off period on July 1, at 10:06 a.m.
After 24 hours, he received an email that his account was reactivated. And if he wants to continue the self-exclusion process, he should click on the corresponding button. However, the player did not open this email, as you can see in the screenshot below.
Rad234 wrote us that the tool we provided didn`t work properly. But how he could know the tool wasn't working if he hadn't even opened the letter.
Also, our Privacy policy states:
To terminate user account and remove all user-related data, User can choose one of the options:
Use the self-exclusion option on the website. To do it, the user should log in and go to the settings page https://sportbet.one/#settings/general and click on "Request self-exclusion." After that, follow the instructions which can be found here - https://sportbet.one/responsible-gambling.
Every new user needs to familiarize themselves with it:
Regarding the above, we do not hold responsibility for the player's action because the procedure was violated by the player.
i dalje ovaj kazino falsifikuje činjenice i okreće ih u svoju korist !!
Odmah nakon što sam dobio njihov e-mail 2. jula u 9:06, poslao sam im e-mail istog dana u 9:49 u kojem sam eksplicitno i jasno rekao da ne postoji opcija i bukvalno ih obavestio o svom problemu sa izgubiti kontrolu i biti problematičan kockar i ozbiljnost situacije.
Ono što sam dobio je odbacivanje i čisti nemar umesto da se pozabavim ovim pitanjem i pomognem mi da se isključim sa njihove platforme i to do danas gde nalog ostaje aktivan!!
Oni su 1000% krivi što su zanemarili moj zahtev i ignorisali moju e-poštu i sada kažu da nisu odgovorni! Pa izvinite, oni su više nego odgovorni za gubitak!
Hello Michal,
still this casino is falsifying the facts and turning them to their favor !!
Just after i got their email on the 2nd of July at 9:06 am, i sent them an email on the same day at 9:49 am where i explicitly and clearly said that there were no option and literally informed them about my problem with losing control and being a problem gambler and the gravity of the situation.
What i got is a discard and pure negligence instead of addressing the matter and helping me self exclude from their platform and this till nowadays where the account remains active !!
It's 1000% their fault by neglecting my request and ignoring my email and now saying they aren't responsible ! Well sorry they are more than responsible for the loss !
Da li sam dobro razumeo da nakon što je igrač zatražio samoisključivanje zbog zavisnosti od kockanja, dobio je period hlađenja, koji je onda on sam mogao da produži do potpunog samoisključenja?
Dear Jess,
Do I understand correctly that after the player had asked for self-exclusion due to gambling addiction, he was given a cool-off period, which then he himself could extend into full self-exclusion?
Naša platforma ima automatski sistem samoisključenja. To znači da svi igrači koji traže samoisključivanje na svom nalogu treba da prođu isti proces. Dakle, nakon aktiviranja samoisključenja, sistem automatski šalje igraču e-poštu da potvrdi period hlađenja u trajanju od 24 sata, što je prvi korak procesa samoisključenja.
Nakon perioda hlađenja, sistem automatski šalje igraču e-poštu koju možete videti ispod.
Pritiskom na zeleno dugme, igrač se preusmerava na veb lokaciju gde može da odabere period deaktiviranja naloga.
Permanent je takođe dostupan na samom kraju.
Nakon što igrač odabere period, dobija još jednu e-poštu da potvrdi izbor.
Na primer, igrač je izabrao 1 dan.
Sve je opisano na ovoj stranici - https://sportbet.one/responsible-gambling.
Hello Michal,
Our platform has an automatic self-exclusion system. It means all players requesting self-exclusion on their account should undergo the same process. So, after activating self-exclusion, the system automatically sends a player an email to confirm a cooling-off period for 24 hours, which is the first step of the self-exclusion process.
After the cooling-off period, the system automatically sends a player an email you can see below.
Pressing the green button, a player is redirected to the website where (s)he can choose the period of the account disablement.
Permanent is also available at the very end.
After a player has selected the period, (s)he gets another email to confirm the choice.
For instance, a player chose 1 day.
It is all described on this page - https://sportbet.one/responsible-gambling.
Prvo, dozvolite mi da napomenem da je samoisključivanje zbog problema sa kockanjem ozbiljno pitanje koje treba tretirati sa najvećom važnosti i pažnjom. Igrači koji pate od zavisnosti od kockanja često gube kontrolu nad svojim postupcima i ne mogu si pomoći. U stvari, priznati kazinu da neko ima problema sa kockanjem je veliki korak.
Uz to, ako zavisni igrač dođe u kazino i zatraži samoisključivanje iz ovih razloga, on ne bi trebalo da dobije period za hlađenje, čak i ako je to samo 24 sata. Njegov račun treba odmah i trajno zatvoriti, bez prethodnog perioda hlađenja.
S obzirom na to, verujemo da bi igraču trebalo da bude trajno zatvoren nalog i da mu u ovom slučaju treba da bude vraćen.
Dear everyone,
Firstly, let me note that self-exclusion due to a gambling problem is a serious issue that should be treated with utmost importance and care. The players suffering from gambling addictions often lose control of their actions and can not help themselves. Actually admitting to the casino that one has a gambling problem is a big step.
With that being said, if an addicted player reaches out to the casino, and requests self-exclusion due to these reasons, he shouldn't receive a cool-off period, even if it's only 24 hours. His account should be immediately and permanently closed, with no previous cool-off period.
With that being said, we believe the player should have his account permanently closed and he should be refunded in this case.
Naš model samoisključenja je razvijen jedan na jedan sa Stake Casino, prvim liderom u industriji kripto klađenja. Takođe želim da primetim da Stake Casino ima visok rejting na vašoj platformi, što znači da Casino Guru smatra da je ovaj kazino dostojan.
Sve u svemu, naš cilj je bio da proces samoisključenja učinimo lakim i brzim za igrača, bez ikakve intervencije sa naše strane. Slažete se da je lično pokretanje procesa samoisključenja mnogo brže od pisanja pisma podrške. Takođe postoji šansa da takvo pismo završi u neželjenoj pošti. Uzeli smo sve ove tačke u obzir i napravili, po našem mišljenju, dobar automatski model. Na ovaj način, smatram da se prema našem kazinu postupa pomalo nepravedno i molim vas da razmislite o svojoj odluci.
Takođe, imajte na umu da Sportbet.one nije KIC kazino. Zato imamo mnogo zlostavljača (obično zlostavljača bonusa ili zlostavljača koji se samoisključuje). U dve reči, igrači kreiraju nekoliko naloga – pobedničke račune koje drže i kada izgube, pokušavaju da pronađu način da povrate novac. Ovde je opcija samoisključenja omiljena za dobijanje šanse za vraćanje novca.
Jedan od argumenata, zašto smatramo da je igrač red234 zlostavljač, jeste to što je postavio snimak ekrana našeg pisma na LCB forum, koji pokazuje da je dugme neaktivno. I ovde smo ga uhvatili u laži. Zato što je njegov snimak ekrana napravljen preko opcije „Odštampaj sve", na osnovu formata u kome je mejl prikazan i neaktivnosti dugmeta. Molimo vas da ovaj argument uzmete u obzir.
Hello everyone,
Our model of self-exclusion was developed one-on-one with Stake Casino, the top 1 leader in the crypto betting industry. I also want to note that Stake Casino has a high rating on your platform, which means Casino Guru considers this casino worthy.
Overall, our goal was to make the self-exclusion process easy and quick for the player, without any intervention from our side. Please agree that starting the self-exclusion process yourself is much faster than writing a letter to support. There is also a chance that such a letter will end up in spam. We took all these points into account and created, in our opinion, a good working automatic model. In this way, I consider our casino to be treated somewhat unfairly and ask you to consider your decision.
Also, please note Sportbet.one is no KYC casino. That`s why we have a lot of abusers (usually bonus abusers or self-exclusion abusers). In two words players create a few accounts - the winning accounts they keep and when losing, they try to find a way to get money back. Here the self exclusion option is the favorite one to get a chance of returning money.
One of the arguments, why we consider the player red234 to be an abuser, is that he posted a screenshot of our letter on the LCB forum, which shows that the button is inactive. And here we caught him in a lie. Because his screenshot was taken via "Print all" option, based on the format in which the email is displayed and the inactivity of the button. Please take this argument into account.
U većini onlajn kazina, zahtev za samoisključivanje se obrađuje odmah putem e-pošte, čime se obezbeđuje da se nalog ukine bez odlaganja. S obzirom na petodnevni razmak između mog prvobitnog zahteva i naknadnog gubitka, vaše kašnjenje je neoprostivo i nepravedno!
Ponuda 24-časovnog perioda hlađenja je potpuno neefikasna. Problematični kockar je ranjiv i može lako izgubiti kontrolu, posebno tokom niza gubitaka, tako da vaš pristup ne čini ništa da zaštiti takve pojedince.
Umesto da preuzmete odgovornost, nastavljate da iskrivljujete činjenice i etiketirate me kao nasilnika gde sam 28. juna, nakon što sam izgubio preko 1200 USDT, prepoznao težinu svoje situacije i hitno zatražio samoisključivanje da bih zaštitio sebe od daljeg nereda i svojih sredstava . Ovo je bio veliki korak i veliki napor sa moje strane da sprečim dalju štetu, a ne da manipulišem sistemom kako tvrdite!
Uprkos tome što ste potvrdili moju e-poštu i odgovorili mi i brojnim razmenama e-pošte, niste postupili kako treba i doveli me do daljih gubitaka.
Ovo se smatra čistim nemarom i nema nikakve veze sa poštenim i sigurnim okruženjem za kockanje.
Prestanite da umanjujete ozbiljnost ovog pitanja gde su životi ljudi u pitanju i gde je crvena linija koju ne treba preći.
Svi ovde su frustrirani i žale se na vaš sistem, koji ne uspeva da zaštiti problematične kockare koji traže pomoć i umesto toga samo vodi ka daljim gubicima, a opet ste vi i dalje u potpunosti odgovorni za gubitke koje sam podneo!
What a joke honestly !
In most online casinos, a self-exclusion request is processed immediately via email, ensuring the account is terminated without delay. Considering the five-day gap between my initial request and the subsequent loss, your delay is inexcusable and unfair !
Offering a 24-hour cooling-off period is utterly ineffective. A problem gambler is vulnerable and can easily lose control, especially during a losing streak so that your approach does nothing to protect such individuals.
Instead of taking responsibility, you continue to distort the facts and label me as an abuser where on June 28th, after losing over 1200 USDT, I recognized the gravity of my situation and urgently requested self-exclusion to protect myself from further disorder and my funds. This was a big step and huge effort from me to prevent further harm, not to manipulate the system as you claim !
Despite acknowledging my email and replying to me and the numerous email exchanges, you failed to act properly and leading me to further losses.
This is to be considered a pure negligence and has nothing to do with fair and safe gambling environment.
Stop downplaying the seriousness of this issue where people’s lives are at stake and it's a redline not to cross.
Everyone here is frustrated and complaining with your system, which fails to protect problem gamblers seeking help and instead only leads to further losses and again you are still fully responsible for the losses I’ve endured !
Želeli bi da vas obavestimo da zbog činjenice da je Michal, vaš rešavalac prigovora, na odmoru, moramo da produžimo vreme rešavanja za dodatnih 7 dana. Pošto Michal ima najviše informacija oko vaše situacije i ima direktnu komunikaciju sa kazinom, smatramo da je ovo produženje opravdano. Vaše strpljenje je će se isplatiti i uveravamo vas da će vas Michal kontaktirati što pre.
Hvala na razumevanju i strpljenju.
Pozdrav, Casino Guru
Hello rad234,
We would like to update you that due to Michal, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Michal has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Michal will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Iako razumem vašu poentu da bi automatsko samoisključivanje moglo biti efikasnije od zahteva e-pošte, ovde je problem period hlađenja.
Ako je igrač koji je zavisnik od kockanja doneo odluku da se samoisključi zbog svoje zavisnosti, neprihvatljivo je ponuditi mu period hlađenja. Njihov račun treba odmah i trajno zatvoriti. Ako je igrač doneo odluku da primeni samoisključivanje, ne treba mu dati priliku da ne završi proces dajući mu period za hlađenje.
Dear Sportbet.one Casino Team,
Although I get your point that the automated self-exclusion might be more effective than an email request, the problem here is the cool-off period.
If a player with a gambling addiction made a decision to self-exclude themselves because of their addiction, it is unacceptable to offer them a cool-off period. Their account should be closed immediately and permanently. If the player made the decision to apply self-exclusion, they should not be given a chance to not complete the process by giving them a cool-off period.
Nismo prvi koji je smislio period hlađenja. Ako Casino Guru to smatra neprihvatljivim, bilo bi pošteno da pokrene promenu procesa samoisključenja Stake Casina, pošto je on vodeći lider u industriji kripto klađenja.
Takođe, ljubazno vas molimo da uzmete u obzir činjenicu da je igrač rad234 prihvatio naša pravila procesa samoisključenja kao što je potvrdio na slici ispod.
Dear Michal,
We are not the first one who came up with a cool-off period. If Casino Guru considers this unacceptable, it would be fair to initiate the change of the self-exclusion process of Stake Casino too as he is a top 1 leader in the crypto-betting industry.
Also, we kindly ask you to take into account the fact that player rad234 accepted our rules of the self-exclusion process as he confirmed in the screenshot below.
Pošto stalno govorite o Stake Casino, želeo bih da istaknem ovu pritužbu koju je Stake Casino imao na našoj veb stranici: https://casino.guru/stake-casino-plaier-s-attempt-to-self-ekclude-from , gde je pitanje bilo veoma slično, ako ne i identično ovom slučaju. I moj kolega Jozef je rekao da je zaštita samoisključenih igrača nedovoljna.
Od igrača koji pate od zavisnosti od kockanja ne treba tražiti da izvrše više koraka ako žele da im račun bude trajno zatvoren, bez mogućnosti otvaranja. Davanje im dodatnog vremena/koraka samo bi ih nateralo da posumnjaju u svoju početnu odluku i ostavilo bi ih ranjivim na deponovanje i gubitak više.
Molim vas, možete li preispitati svoju odluku i pomoći nam da rešimo ovaj slučaj, ili je ovo vaša konačna odluka?
Dear Sportbet.one Casino Team,
Since you keep referring to Stake Casino, I would like to point out this complaint that Stake Casino had on our website: https://casino.guru/stake-casino-player-s-attempt-to-self-exclude-from, where the issue was very similar, if not identical to this case. My colleague Jozef also expressed that the protection of self-excluded players was insufficient.
The players suffering from gambling addiction should not be asked to complete multiple steps if they want their account to be closed permanently, without the possibility of opening. Giving them additional time/steps would only make them doubt their initial decision and leave them vulnerable to depositing and losing more.
Please, could you reevaluate your decision and help us resolve this case, or is this your final decision?
Molimo pogledajte snimak ekrana. Ovo je prvo pismo koje smo dobili od rad234.
Kao što vidite, o njegovoj zavisnosti od kockanja nema ni reči.
Snimak ekrana koji vidite ispod je preuzet iz slučaja koji ste podelili kao primer.
Prema zaključku vašeg kolege, nije trebalo odmah da zatvorimo račun zbog uslova i uslova koje smo spomenuli. Prvi put je igrač rad234 pomenuo svoju zavisnost 2. jula. Tačno u to vreme, dobio je pismo od nas sa mogućnošću da trajno zatvori svoj nalog. Molimo pogledajte snimak ekrana ispod.
Imao je priliku da trajno zatvori svoj nalog, ali je nije iskoristio! Nećemo biti odgovorni za nemar igrača. Zatim je rad234 tvrdio na LCB forumu da nijedna opcija ne prikazuje našu e-poštu preko opcije „Odštampaj sve". Takav postupak nam govori da je ovaj igrač neiskren prema nama. Dakle, o refundaciji ne može biti govora.
Pogledajte snimak ekrana, koji je ponovo preuzet iz slučaja sa Stake Casino-om. Dobro je rekla tvoja koleginica Petronela.
Igrači u početku treba da poštuju pravila kazina i da prate njihova uputstva. Ali Rad234 to nije uradio.
Dear Michal,
Please look at the screenshot. This is the first letter we received from rad234.
As you can see there is no word about his gambling addiction.
The screenshot you see below was taken from the case you shared as an example.
According to your colleague's conclusion, we shouldn`t have immediately closed the account because of the T&C we had mentioned. The first time the player rad234 mentioned his addiction was on 2 July. Exactly at this time, he received a letter from us with the option to close his account permanently. Please look at the screenshot below.
He had the opportunity to close his account permanently, but he did not use it! We shall not be responsible for the player`s negligence. Then rad234 claimed on the LCB forum that no options were showing our email via the 'Print all' option. Such action tells us this player is dishonest with us. Therefore, there can be no talk of a refund.
Please take a look at the screenshot, which again was taken from the case with Stake Casino. Your colleague Petronela said well.
Players should respect the rules of the casino and follow their instructions at first. But Rad234 didn`t do that.
I vaš nemar je doveo do ovakvog problema, a ne mog, vi ste bili potpuno obavešteni o svemu i samo ste zloupotrebili priliku da mi nanesete dalji nered i gubitak umesto da preduzmete neophodne radnje!!
And it's your negligence that led to such an issue not mine you were totally informed about everything and you just misused the opportunity to cause further disorder and loss to me instead of taking necessary actions !!
Ne mogu dovoljno da naglasim da Casino.Guru period od 24 sata pre potvrde samoisključenja smatra nedovoljnom merom zaštite za igrače koji pate od zavisnosti od kockanja. U pravu ste da kazina imaju određena pravila za rešavanje zahteva za samoisključivanje, a igrači bi trebalo da se pridržavaju ovih pravila kako bi proces bio što lakši i brži.
Međutim, u ovakvim slučajevima, pravila koja se moraju poštovati nisu nužno prijateljska za korisnike koji pate od zavisnosti od kockanja. Davanje im dodatnog perioda za hlađenje je nešto što ne možemo izaći. Bilo koji drugi kazino sa ovom politikom, na primer, Stake, kazino na koji se stalno pozivate, bio bi tretiran jednako, a mi bismo izrazili svoje nezadovoljstvo ovim procesom.
Uz sve navedeno, dozvolite mi da vam postavim još jedno pitanje. E-mail koji ste poslali igraču 2. jula, gde je morao da potvrdi samoisključivanje, ako jeste, da li bi njegov nalog bio trenutno trajno blokiran bez mogućnosti ponovnog otvaranja i bez dodatnih perioda za hlađenje? Ako bi to bio slučaj, bili bismo voljni da prihvatimo ovaj proces.
Dear Sportbet.one Casino Team,
I can not stress enough that Casino.Guru considers the 24-hour cool-off period before self-exclusion confirmation as an insufficient protection measure for players who suffer from gambling addiction. You are right that casinos have certain rules for dealing with self-exclusion requests, and the players should follow these rules to make the process as easy and fast as possible.
However, in cases like these, the rules that need to be followed are not necessarily friendly for users who suffer from gambling addiction. Giving them an additional cool-off period is something we can not get behind. Any other casino with this policy, for example, Stake, the casino that you keep referring to, would be treated equally, with us expressing our dissatisfaction with this process.
With all of the above being said, let me ask you one more question. The email that you sent the player on the 2nd of July, where he had to confirm the self-exclusion, if he did, would his account be instantly permanently blocked with no possibility of reopening, and with no additional cool-off periods? If that would be the case, we would be willing to accept this process.
Da, postojala je opcija da se nalog trajno zatvori, a ja ću vam je pokazati na snimcima ekrana ispod.
Kada igrač pritisne zeleno dugme(a) biće preusmeren na sajt sportbet.one gde(a) može da izabere period deaktiviranja naloga.
Na ovom snimku ekrana možete videti da postoji opcija trajnog zatvaranja naloga.
U zaključku, bila su potrebna samo dva klika da se rad234 nalog zauvek zatvori.
Hello Michal,
Yes, there was the option to close the account permanently, and I`ll show it to you in the screenshots below.
When the player presses the green button (s)he will be redirected to sportbet.one website where (s)he can choose the period of the account disablement.
In this screenshot, you can see the option of permanent account closure exists.
In conclusion, only two clicks were needed to close rad234`s account forever.
Želeo bih da razjasnim lažnu izjavu koju je kazino dao ovde u svom poslednjem postu!
Dakle, i da odgovorim na vaše postavljeno pitanje, igraču koji traži samoisključenje prvo će biti dat e-mail da potvrdi samoisključivanje koji su mi poslali 1. jula, tako da je mejl poslat 2. jula naslednik. U prvom mejlu biće pomenuto da ćete aktivirati period hlađenja od 24, tako da ne postoji način da sami isključite nalog trenutno i trajno.
Štaviše, poslali su mi svoj drugi e-mail 2. jula u 9:06 ujutru o činjenici da je moj nalog sada ponovo otvoren i da ponovo potvrdim samoisključivanje, ali sam im poslao direktno imejl istog dana u 9:49 ujutro obaveštavanje o problemu na koji ste naišli i ovo gde do danas još uvek nije odgovoreno umesto da mi pomogne da rešim problem!
Kao što vidite u prilogu je snimak ekrana prve e-pošte koju sam dobio i kako će nalog postati nakon što pritisnete dugme za početak samoisključivanja!
Dear Michal,
I would like to clarify a false statement given by the casino here in their last post !
So and to answer your asked question a player by asking a self exclusion will be initially given an email to confirm the self exclusion first which they sent to me on 1st of July so the email sent on 2nd of July is a successor. On the first email it will be mentioned that you will activate 24 cooling off period so there's no way to self exclude the account instantly and permanently.
Furthermore, they sent me their second email on 2nd of July at 9:06 am about the fact that my account is now reopened and to confirm again the self exclusion but i sent them back directly an email on the same day at 9:49 am informing about the issue encountered and this where till nowadays it's still unreplied instead of helping me solve the issue !
As you can see attached the screenshot of the first email that i got and how the account will become after hitting the button start self exclusion !
Pošto koristite Ulog kao referencu za savršen model, ključno je napomenuti da u njihovom odeljku za odgovorno kockanje jasno kažu da je pomoć uvek dostupna putem ćaskanja ili e-pošte ako neko ne može da nastavi sa samoisključenjem. (Oni jasno prepoznaju hitnost samoisključivanja i/ili greške mogu doći sa njihovim modelom samoisključivanja, iz kojeg ste inspirisali svoj model jedan na jedan)
Uz vaše poređenje sa Ulogom u svakom slučaju, morate se uveriti da bar nudite bezbedno okruženje i za problematične kockare. Ovo ne bi trebalo da se radi pružanjem laži ili falsifikovanjem događaja kako bi se nanelo više štete ugroženim ljudima ili ih iskoristilo. !
Since you're using Stake as your reference for the perfect model, it's crucial to note that in their responsible gambling section, they clearly say help is always available through chat or email if someone can't proceed with self-exclusion. (They clearly recognizes the urgency of self exclusion and/or errors could occurs with their self exclusion model, from which you inspired your model one-on-one)
With your comparison to Stake in every instance you have to make sure at least you're offering a safe environment for problem gamblers too. This shouldn't be done by providing lies or falsifying events to cause more harm to vulnerable people or take advantage of them. !
Želimo da izrazimo naše nezadovoljstvo trenutnim procesom samoisključenja u kazinu. Konkretno, verujemo da je obezbeđivanje 24-časovnog perioda mirovanja igračima koji traže samoisključivanje kontraproduktivno i doprinosi problemima sa kojima se suočavamo sa pritužbama ove prirode. Kada igrači donesu odluku da se samoisključe, to je obično rezultat pažljivog razmatranja, a odlaganje procesa može imati negativne efekte. Svakako preporučujemo poboljšanje procesa samoisključivanja kako bi bio prihvatljiviji za igrače koji se bore sa zavisnošću od kockanja.
Uzimajući to u obzir, priznajemo da je na kraju postojao relativno brz i jednostavan metod za igrača da ispuni svoj zahtev za samoisključivanje, koji, nažalost, nije iskoristio. U svetlu ovoga, skloni smo da prihvatimo da igrač nije završio proces samoisključenja, koji bi mogao da se uradi u nekoliko klikova.
Iz gore navedenih razloga, ova žalba će sada biti odbijena. Hvala vam na razumevanju, žao mi je što ovom prilikom nismo mogli više pomoći. Ne ustručavajte se da nas kontaktirate ako u budućnosti naiđete na probleme sa ovim ili bilo kojim drugim kazinom.
Dear everyone,
We would like to express our dissatisfaction with the current self-exclusion process at the casino. Specifically, we believe that providing players who request self-exclusion with a 24-hour cool-off period is counterproductive and contributes to the issues we are facing with complaints of this nature. When players make the decision to self-exclude, it is typically a result of careful consideration, and delaying the process can have adverse effects. We definitely recommend improving the self-exclusion process so it is more acceptable for players who are struggling with gambling addiction.
That being said, we acknowledge that in the end there was a relatively quick and straightforward method available for the player to complete his self-exclusion request, which, unfortunately, he did not utilize. In light of this, we are inclined to accept that the player did not complete the process of self-exclusion, which could be done in a few clicks.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
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