Zdravo Lolna123 i Tomas,
Pozdrav iz VestCasina!
Proverio sam i vidim da je igrač zaista podneo sličnu žalbu direktno kazinu 08.04.2024.
Ova tvrdnja je istražena i igračev zahtev za povraćaj novca je odbijen jer nismo mogli da pronađemo nijedan dokaz koji podržava tvrdnje igrača.
Dana 08.04.2024. 09:17:55 (GMT vreme) igrač je registrovao nalog na našoj usluzi, u potpunosti prihvatajući odredbe i uslove kazina.
Igrač je napravio dva depozita, koji su korišćeni za postavljanje opklada i izgubio.
Dana 04.08.2024. u 11:36 (GMT vreme) igrač je kontaktirao našu podršku za ćaskanje uživo tražeći da bude blokiran. Naša podrška za ćaskanje uživo blokirala je nalog igrača, prema našoj internoj proceduri, i pitala igračicu koju vrstu bloka bi želela. Igrač je napustio ćaskanje bez odgovora.
Dana 04.08.2024. u 11:36 (GMT vreme) igrač je takođe poslao zahtev putem e-pošte.
Pregledali smo sve informacije:
- nismo bili u mogućnosti da pronađemo nijedan drugi nalog koji je u vlasništvu ili prethodno registrovan od strane igrača, osim naloga registrovanog 08.04.2024.;
- naš kazino nudi razne alate za zaštitu igrača kojima se direktno pristupa sa naloga igrača i koji se mogu podesiti u bilo kom trenutku bez kontaktiranja našeg tima za podršku. Ovo uključuje postavljanje ograničenja, pa čak i samoisključivanje naloga. Igračica nije koristila nijedan od ovih alata koji su joj bili dostupni;
- igračica nije mogla da pruži nikakav dokaz o prethodnom posedovanju drugog naloga ili potvrdu da je prethodno isključena iz našeg servisa.
Nakon igračeve e-pošte, nalog je postavljen na trajno samoisključivanje.
Zbog gore navedenih činjenica igraču ne pripada povraćaj novca.
S obzirom na to da vidim da je igrač imao više sličnih potraživanja prema drugim kazinom za istu stvar, toplo bih preporučio igraču da koristi softver za blokiranje kockanja koji će sprečiti igrača da registruje naloge na drugim servisima - https:// vvv.primaricaregamblingservice.co.uk/blocking-softvare.
Sve najbolje,
Eduard
Hello Lolna123 & Tomas,
Greetings from WestCasino!
I have checked and can see that the player has indeed filed a similar complaint directly with the casino on 08/04/2024.
This claim was investigated and the player's refund request was denied as we couldn't find any evidence backing up the player's claims.
On 08/04/2024 09:17:55 (GMT Time) the player registered an account with our service, fully accepting the casino's terms and conditions.
The player made two deposits, which were used to place bets and lost.
On 08/04/2024 11:36 (GMT Time) the player contacted our Live Chat support asking to be blocked. Our Live Chat support blocked the player's account, as per our internal procedure, and asked the player what type of block she would like. The player left the chat without responding.
On 08/04/2024 11:36 (GMT Time) the player also sent her claim by email.
We have reviewed all the information:
- we weren't able to locate any other account owned or previously registered by the player, other than the account registered on 08/04/2024;
- our casino offers a variety of player protection tools which are directly accessible from the player's account and can be set at any time without contacting our support team. This includes setting limits and even self-excluding the account. The player didn't use any of these tools available to her;
- the player wasn't able to provide any evidence of previously owning another account or a confirmation that she was excluded previously from our service.
Following the player's e-mail the account was set on a permanent self-exclusion.
Due to the facts mentioned above no refund is due to the player.
Given that I can see the player has had multiple similar claims towards other casinos for the same matter, I would highly recommend the player to make use of a gambling blocking software that will prevent the player from registering accounts with other services - https://www.primarycaregamblingservice.co.uk/blocking-software.
All the best,
Eduard
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