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Sportbet.one Casino - Zahtev za samoisključivanje igrača je ignorisan.
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Sigurnosni indeks
Kazina sa visokim indeksom sigurnosti obično imaju veliki broj posetilaca i mali broj nerešenih pritužbi. Igrači mogu očekivati da će igrati sigurno i da će prema njima dobro postupati u kazinima sa visokim indeksom sigurnosti.
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07/07/2024
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The player from Germany requested self-exclusion via email on June 30th due to a malfunctioning website tool, but the casino neglected the requests. As a result, they lost 2,840 USDT in early July. The player seeks a full refund and permanent self-exclusion.
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 izgubili su 2.840 USDT. Igrač traži puni povrat novca i trajno samoisključivanje.
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.
Ova objava je privatna za sada. Čeka da ga odobri Casino Guru. Nove objave objavljujemo tek nakon ručnog pregleda, kako bismo bili sigurni da ne sadrže osetljive podatke koje bi trebale videti samo uključene strane.
Ova objava je privatna za sada. Čeka da ga odobri Casino Guru. Nove objave objavljujemo tek nakon ručnog pregleda, kako bismo bili sigurni da ne sadrže osetljive podatke koje bi trebale videti samo uključene strane.
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