Draga Lesa,
Hvala vam puno što ste podneli žalbu. Žao mi je što čujem za vaš problem. Imajte na umu da Curacao licenca trenutno nema registar samoisključenih igrača, stoga verujem da ćaskanje uživo nije dalo potpuno tačne informacije. Čak i da sam pročitao prvi odgovor, rekli su da ako želiš ovo, trebalo je da pitaš. Obojica imaju licencu od strane istog entiteta, ali nemaju zajednički pečat licence, što je važno za grupno samoisključivanje. Delimo ove informacije u ovom članku :
Samoisključivanje
Trenutno ne postoji način da se odjednom samoisključi iz svih kazina sa licencom na Kurasau. Morate se samoisključiti u svakom kazinu pojedinačno. Iako kazina sa licencom Antillephone NV moraju ponuditi igračima mogućnost da se samoisključe, čini se da ne postoji posebna procedura, tako da je jedina opcija da provere veb lokaciju kazina ili da kontaktiraju operatera kazina i pitaju ih za uputstva.
Štaviše, ova kazina nisu tipična "sestrinska" kazina. Oni rade na istoj platformi, ali prema našem istraživanju nema dalje veze, stoga ne možete očekivati da budete blokirani sa svih povezanih veb lokacija (kao što sam vam više puta objasnio u svim vašim prethodnim žalbama).
Osim ako niste direktno obavestili StaiCasino o svom problemu sa kockanjem pre deponovanja, mislimo da nemate pravo na povraćaj sredstava. Ako trenutno imate pristup svom kazino nalogu, toplo preporučujem da zatražite samoisključivanje što je pre moguće.
Hvala vam unapred na odgovoru.
Srdačan pozdrav,
Kristina
Dear Lesa,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that Curaçao license does not currently have a registry of self-excluded players, therefore I believe that the live chat didn't provide completely correct information. Even if I read the first reply they said that if you wanted this you should have asked. They are both licensed by the same entity, but they do not share the license seal, which is important for group self-exclusions. We share this information in this article:
Self-Exclusion
There is currently no way to self-exclude from all Curacao licensed casinos at once. You must self-exclude at each casino individually. Although Antillephone N.V. licensed casinos must offer players the opportnuity to self-exclude, there does not appear to be a specific procedure in place so the only options are to check the casino's website or to contact the casino operator and ask them for instructions.
Furthermore, these casinos are not a typical "sister" casinos. They operate on the same platform, but according to our research there is no further connection, therefore you cannot expect to be blocked from all associated websites (as I explained to you multiple times in all your previous complaints).
Unless you informed StayCasino directly about your gambling problem before depositing, we don't think you are entitled to a refund. If you currently have access to your casino account, I strongly recommend requesting self-exclusion as soon as possible.
Thank you very much in advance for your reply.
Best regards,
Kristina
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