Dragi Maekz1990, i Casino Guru tim!
Uočili smo da je ovom slučaju u nekom trenutku nedostajala adekvatna prepiska, pa smo ga ponovo otvorili kako bismo istražili i tražili pravdu za sve uključene strane.
Kratak pregled slučaja pokazuje da korisnik tvrdi da je kontaktirao našu korisničku podršku sa namerom da se samoisključi, ali nije pružio nikakav dokaz koji bi podržao svoju izjavu. Citat: "Nažalost, nemam stare mejlove u kojima sam tražio da zatvorim svoj nalog." Štaviše, korisnik je doveo u pitanje naše vreme odgovora.
Evidentno je da je pritužba podneta 14.07.2021. godine , u isto vreme kada nam je skrenuta pažnja na zahtev korisnika. Nalog korisnika je zatvoren sledećeg dana u podne; 15-07-2021 u 12:16:14.
Veltbet je zatvorio korisnički nalog čim smo naišli na njegov zahtev, druge „ navodne mejlove " ne možemo da pronađemo sa naše strane, kao i korisnik nije uspeo da pruži više dokaza kada smo mi zatražili, za dalju istragu.
Dalje, korisnik je naveo da sve depozite polaže do kraja jula. U našim uslovima i odredbama;
2.5. Kupac se slaže i odobrava da su svrha i upotreba veb stranice njihova isključiva odgovornost i rizik. Korisnik priznaje i prihvata da u bilo kom trenutku može izgubiti novac na datu opkladu. Kupac, dakle, prihvata punu odgovornost za sve gubitke.
... jasno je navedeno da se svaki izgubljeni novac ne može vratiti. Korisnik je nekim humanitarnim argumentima i emocionalnom retorikom pokušao da ubedi Veltbet da ide protiv naših TC-a, ali nije uspeo da pruži bilo kakav dokaz na osnovu kojeg je njihov argument izgrađen.
Preporučujemo svima koji pate od zavisnosti od kockanja da potraže neophodnu pomoć, jer se prema ovom pitanju ne odnosimo olako. Naš kazino pruža opciju isključenja za sve koji pate od ovoga, ali je važno imati na umu da komunikacija sa strane korisnika mora biti jasna i transparentna . Nakon što smo primili korisnikov zahtev za samoisključivanje, ispunili smo zahtev korisnika za kratko vreme. Tvrdnja pojedinca da su slali e-poruke o samoisključenju kazinu, ali da su ih naknadno izbrisali, predstavlja glasinu iz druge ruke osim ako se ne predoče bilo kakvi stvarni dokazi e-poruka – kao što su kopije ili potvrda od provajdera. Bez ovoga, izjava ne može biti verifikovana ili unakrsno ispitana.
U Veltbet-u, naš prvi cilj je zadovoljstvo i bezbednost korisnika, međutim, važno je razumeti Uslove i odredbe po kojima radimo. Svaki korisnik jednom pozdravi članak o odredbama i uslovima pre nego što završi registraciju. U slučajevima kada korisnik nije znao za TC, Veltbet nije kriv, jer je korisnik svesno kliknuo na: „Pročitao sam i slažem se sa primenjenim uslovima i odredbama". Povraćaj depozita bi nas u ovom slučaju doveo u poziciju u kojoj bismo išli protiv sopstvenih TC, potencijalno zamagljujući naš radni integritet.
S poštovanjem,
Veltbet
Dear Maekz1990, and Casino Guru team!
It has come to our attention that this case lacked adequate correspondence at some point, hence we reopened it, to investigate and seek justice for all the parties involved.
A brief overview of the case shows that the user claims to had had contacted our customer support with the intent of self-exclusion but fails to provide any evidence to back up his statement. Quote: "Sadly I do not have the old mails where I asked to close my account." Moreover, the user questioned our response time.
It is evident that the complaint was filed on July 14th, 2021, this is also the same time the user's request has come to our attention. The user's account was closed the following day at noon; 15-07-2021 at 12:16:14.
Weltbet closed the user's account as soon as we encountered his request, other "allegend emails" cannot be retraced from our side, as well as user failed to provide more evidence once requested by us, for further investigation.
Furthermore, the user stated that he claims all the deposits made until the End of July. In our Terms and Conditions;
2.5. The customer agrees and condones that the purpose and use of the website are their sole responsibility and risk. The customer acknowledges and accepts that at any point the customer may lose money on a bet placed. The customer, therefore, accepts full responsibility for any losses.
... it is clearly stated that any money that is lost cannot be refunded. The user tried persuading Weltbet into going against our own TCs with some humanitarian arguments and emotional rhetoric, however failed to provide any evidence on which their argument was built.
We highly encourage anyone suffering from gambling addiction to seek necessary help, as we do not treat this issue lightly. Our casino provides an exclusion option for anyone suffering from this, but it is important to keep in mind that communication from the user's side must be clear and transparent. Once having received the user's request for self-exclusion, we completed the user's request in no time. The individual's claim that they sent self-exclusion emails to the casino, but subsequently deleted them, constitutes hearsay unless any actual evidence of the emails—such as copies or confirmation from the provider—is presented. Without this, the statement cannot be verified or cross-examined.
In Weltbet, our first goal is user satisfaction and safety, however, it is important to understand the Terms and Conditions we operate on. Each user greets the Terms and Conditions article once before completing the registration. In cases where the user was ignorant of the TCs, Weltbet is not to blame, as the user consciously clicked on: "I have read and agreed to the terms and conditions applied". Refunding the deposit would in this case put us in a position where we would go against our own TCs, potentially obscuring our work integrity.
Sincerely,
Weltbet
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