Dragi milifeisnotgood,
Hvala vam puno što ste podneli žalbu. Žao mi je što čujem za vaš problem. Proverio sam odeljak Samoisključivanje i našao sam ovo:
„Ako želite pomoć u određivanju uticaja kockanja na vaš svakodnevni život, možete da uradite test samoprocene kao što je ovaj. Kada vaše kockanje postane problem, prva stvar koju treba da uradite kada primetite da je kockanje postalo problem je da preduzmete neophodne korake kako biste bili sigurni da više ne možete da se kockate. Možete lako da se isključite sa nama tako što ćete kontaktirati naš tim za korisničku podršku. Kada se samoisključujete, možete se osećati bezbedno znajući da nećete moći da se prijavite i igrajte ponovo u trenutku slabosti. Za dodatnu zaštitu, postoje i softverski proizvodi kao što su Betfilter i Gamban koji blokiraju pristup sajtovima za kockanje sa vašeg računara i bilo kog drugog uređaja koji možda imate."
Obično dajemo kazinima tri radna dana da zatvore račune igrača kada je zahtev za samoisključivanje poslan putem e-pošte. Da li sam dobro razumeo da vaš nalog još uvek nije zatvoren? Da li ste pokušali da kontaktirate kazino preko alternativnih kanala podrške kao što je druga adresa e-pošte ( _KSKSKSKSKS_0@email.kkkkk ) ili ćaskanje uživo?
Nadam se da ćemo moći da vam pomognemo da rešite ovaj problem što je pre moguće. Hvala vam unapred na odgovoru.
Srdačan pozdrav,
Kristina
Dear mylifeisnotgood,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the Self-exclusion section and I found this:
"If You want help determining the impact gambling has on Your everyday life, You can take a self-assessment test such as this one. When Your gambling has become a problem the first thing to do when You notice that gambling has become a problem is to take the necessary steps to make sure You can’t gamble anymore. You can easily self-exclude with Us by contacting our customer support team. When you self-exclude You can feel safe in knowing that You won’t be able to log in and play again in a moment of weakness. For additional protection, there are also software products such as Betfilter and Gamban that block access to gambling sites from Your computer and any other device you might have."
We usually give casinos three business days to close players' accounts when a self-exclusion request has been sent via email. Do I understand correctly that your account still has not been closed? Have you tried contacting the casino via alternative support channels such as a different email address (support.en@weiss.bet) or live chat?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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