Zdravo,
Pažljivo smo analizirali situaciju i intervenišemo kako bismo rasvetlili događaje oko zatvaranja i pomenutog ponovnog otvaranja.
Važno je napomenuti da, prema našoj evidenciji i temama e-pošte, nikada nismo ponovo otvorili nalog bez prethodnog razgovora sa korisnikom „alpsko". Cenimo odluke naših klijenata i uvek se raspitujemo o razlozima zbog kojih su promenili mišljenje u vezi sa statusom naloga.
Nađite događaje hronološkim redom:
(23.05.2024.) – Korisnik „alpsko" nam se javio sa zahtevom za samoisključivanje zbog poteškoća sa kockanjem. Izuzimanje je primenjeno i poslata je poruka e-pošte sa potvrdom.
(25.05.2024.) – Klijent nas je kontaktirao sa zahtevom da uklonimo izuzimanje. Kao odgovor, pitali smo kupca zašto se predomislio u vezi sa statusom njihovog naloga. Takođe smo preporučili naše alternativne bezbednije alatke za kockanje u slučaju da on želi da nastavi sa zahtevom za promenu statusa naloga. Kupac je tada odgovorio, objašnjavajući da je pogrešio u zahtevu za zatvaranje zbog lošeg raspoloženja iz privatnog izdanja. On je pojasnio da je potpuno svestan svojih navika i finansija u vezi sa kockanjem i da razume da je kockanje samo za zabavu. On je priznao punu odgovornost i izrazio poverenje u Sultanbet, navodeći da ne bi voleo da koristi manje pouzdana onlajn kazina.
Doneta je odluka da se primeni period hlađenja od 48 sati pre ukidanja samoisključenja, omogućavajući korisniku "alpsko" da nas kontaktira ako se predomisli u vezi sa ponovnim otvaranjem na čekanju. 27.05.2024. alpsko račun je ponovo otvoren nakon što je istekao period hlađenja od 48 sati.
(01.06.2024.) – Primili smo još jedan imejl sa zahtevom za samoisključivanje. Istog dana primenjeno je samoisključivanje na zahtev kupca.
(01.06.2024.) - Kasnije nas je kupac kontaktirao sa zahtevom za ponovno otvaranje, ali je povukao zahtev nekoliko sati kasnije, a mi nismo menjali isključenje koje je bilo aktivno u vreme ovog kontakta.
2. juna, korisnik je pitao da li je još uvek moguće ponovo otvoriti svoj račun.
Ovog puta smo posebno pitali kupca zašto često menja svoje odluke u vezi sa statusom naloga. Takođe smo se raspitivali o njegovim osećanjima u vezi sa kockanjem i da li i dalje smatra da je kocka štetna.
(02/06/2024) - Klijent je rekao da je razočaran vremenskim okvirom za rukovanje povlačenjem kao razlogom za njegov zahtev za isključenje. Izjavio je da želi da nastavi sa ponovnim otvaranjem svog naloga jer je bio svestan svoje percepcije kockanja i smatrao je kockanjem samo radi zabave. Nakon njegovog objašnjenja, račun je ponovo otvoren nakon što je primenjen period hlađenja od 48 sati.
Zaključak:
Trudimo se da se pridržavamo odgovornih praksi kockanja i da pratimo postojeće protokole kako bismo zaštitili naše klijente. Svaki zahtev korisnika „alpsko" je obrađen sa dužnom pažnjom, obezbeđujući mu dovoljno mogućnosti da preispita svoje odluke tokom perioda hlađenja. Ponovna otvaranja i objašnjenja alpsko-ovog naloga iza njih sugerisala su da su njegovi zahtevi za samoisključivanje napravljeni iz frustracije i iz komercijalnih razloga. U skladu sa našim odgovornim praksama kockanja i uzimajući u obzir podignutu žalbu, ponovo smo potvrdili da će račun ostati pod samoisključenjem bez mogućnosti poništavanja u bilo kojim okolnostima.
Ako postoje dodatne nedoumice ili potrebne informacije, slobodno se obratite.
Srdačan pozdrav,
Sultanbet
Hello,
We've carefully analysed the situation and are intervening to shed more light on the events surrounding the closures and the mentioned reopenings.
It's important to note that, as per our records and email threads, we've never reopened the account without first engaging in a conversation with the user "alpsko". We value our customers' decisions and always inquire about the reason they changed their minds regarding the account status.
Please find the events in chronological order:
(23/05/2024) - The user "alpsko" contacted us with a self-exclusion request due to gambling difficulties. Exclusion was applied, and a confirmation email was sent.
(25/05/2024) - The client contacted us with a request to remove the exclusion. In response, we asked the customer why he changed his mind regarding their account status. We also recommended our alternative safer gambling tools in case he wished to continue with the account status change request. The customer then responded, explaining that he made a mistake in requesting closure due to a bad mood from a private issue. He clarified that he is fully aware of his gambling habits and finances and understands gambling is for entertainment. He acknowledged full responsibility and expressed trust in Sultanbet, stating he would prefer not to use less trustworthy online casinos.
A decision was made to apply a 48-hour cooling-off period before lifting the self-exclusion, allowing the user "alpsko" to contact us if he changed his mind regarding the pending reopening. On 27/05/2024, alpsko's account was reopened after the 48-hour cooling-off period expired.
(01/06/2024) - We received another email with a self-exclusion request. On the same day, a self-exclusion was applied following the customer's request.
(01/06/2024) - Later, the customer contacted us with a reopening request but withdrew the request a couple of hours later, and we made no changes to the exclusion, which was active at the time of this contact.
On the 2nd of June, the customer asked if it was still possible to reopen their account.
This time, we specifically asked the customer why he often changed his decisions regarding the account status. We also inquired about his feelings regarding gambling and whether he still considered gambling to be harmful.
(02/06/2024) - The client shared that he was disappointed with the withdrawal handling time frame as a reason for his exclusion request. He stated he wanted to proceed with reopening his account as he was aware of his gambling perception and considered gambling only for entertainment. Following his explanation, the account was reopened after a 48-hour cooling-off period was applied.
Conclusion:
We strive to adhere to responsible gambling practices and follow the protocols in place to protect our customers. Every request made by the user "alpsko" was handled with due diligence, ensuring he had ample opportunity to reconsider his decisions during cooling-off periods. The repeated reopenings and the explanations behind them of alpsko's account suggested that his self-exclusion requests were made out of frustration and due to commercial reasons. In line with our responsible gambling practices and considering the raised complaint, we have reaffirmed that the account will remain under self-exclusion with no possibility of reversal in any circumstances.
If there are any additional concerns or information needed, please feel free to reach out.
Kind regards,
Sultanbet
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