Draga grez66apple,
Hvala vam puno što ste podneli ovu žalbu. Žao mi je što čujem za vaš problem.
Imajte na umu da Velobet kazino radi sa licencom koju su izdali Komorska ostrva. Nije licenciran od strane UKGC-a što znači da nema pristup GAMSTOP registru. UKGC licenca je neophodna samo za one kazina koji žele da posluju na tržištu UK (ciljaju UK), ali ako kazino ne cilja tržište UK sa svojim reklamama (ne nudi valutu GBP, bonuse za igrače iz UK, itd.) i njihov autoritet za licenciranje to dozvoljava, oni mogu prihvatiti igrače iz UK, samo ih UKGC ne štiti.
Štaviše, kada prvi put zatražite povlačenje, potrebno je da potvrdite svoj identitet tako što ćete dostaviti svoju ličnu kartu, dokaz adrese i dokaz o uplati. Verifikacija ovih dokumenata može potrajati nekoliko radnih dana. Važno je biti strpljiv i sačekati da se ovaj proces završi. Razumem koliko period čekanja može biti frustrirajući i koliko primamljivo može biti da poništite svoj zahtev za povlačenje i nastavite da igrate. Međutim, odgovornost je igrača da upravlja ovim porivima. Kazino nije u obavezi da primenjuje dodatna ograničenja kako bi sprečio korisnika da igra.
Želeo bih da vam skrenem pažnju na naš alat za pomoć pri samoisključenju https://casino.guru/global-self-ekclusion-initiative/assistance-tool Ovaj alat će vam olakšati blokiranje vaših kazino naloga u više objekata za kockanje istovremeno i nije povezan ni sa jednim određenim kazinom. Alat za pomoć pri samoisključenju je dizajniran da pomogne pojedincima koji se možda suočavaju sa izazovima u vezi sa svojim navikama kockanja tako što im pomaže da ograniče svoj pristup kockanju i smanje mogućnost dalje štete.
Iznad svega, ako vam kockanje više ne donosi radost i postaje opterećenje, preporučljivo je potražiti stručnu pomoć. Toplo preporučujem da se obratite centrima u vašoj zemlji koji su specijalizovani za rešavanje problema kockanja. Neke od ovih centara možete pronaći na sledećem linku: https: //casino.guru/problem-gambling-help-centers#cnt_87=true
Ako ste izgubili sav balans igrajući, žao mi je, ali nismo u mogućnosti da vam pomognemo. Obavestite me ako još nešto možemo da vam pomognemo. Hvala na razumevanju.
Srdačan pozdrav
Veronika
Dear grez66apple,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem.
Please understand that Velobet Casino operates with a license issued by Comoros. It is not licensed by UKGC which means that it does not have access to the GAMSTOP register. UKGC license is necessary only for those casinos that want to operate in the UK market (targeting the UK) but if the casino does not target the UK market with their commercials (do not offer GBP currency, bonuses for UK players, etc.) and their license authority allows it, they can accept UK players, they are just not protected by UKGC.
Moreover, when you request a withdrawal for the first time, it is necessary to verify your identity by submitting your ID, proof of address, and proof of payment. Verification of these documents might take several working days. It's important to be patient and wait for this process to be completed. I understand how frustrating the waiting period can be and how tempting it might be to reverse your withdrawal request and continue playing. However, it is the player's responsibility to manage these urges. The casino is not obligated to implement additional restrictions to prevent the customer from playing.
I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.
Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link: https://casino.guru/problem-gambling-help-centers#cnt_87=true
If you lost all your balance playing, I am sorry but we are unable to help you. Please let me know if there is anything else we can assist you with. Thank you for your understanding.
Best regards
Veronika
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