Dragi charlie6311,
Uobičajena je praksa da kazino traži dokumente kako bi nastavio sa zahtevom za samoisključivanje. Ne samo da ovaj proces služi kao verifikacija igrača, već takođe omogućava kazinu da skladišti informacije o igraču u svojoj bazi podataka, tako da mogu bolje da identifikuju igrače koji će želeti da zaobiđu svoje mere samoisključenja i otvore druge naloge.
Pošto ste sarađivali sa kazinom tako što ste im dali svoja dokumenta, ali tek nakon vašeg drugog zahteva za samoisključivanje 14. maja, ovaj datum moramo smatrati početkom procesa samoisključenja. Bojim se da zbog vaše nesaradnje sa kazinom, prvi zahtev za samoisključivanje koji ste podneli ne može se smatrati validnim.
Pošto je kazino zatvorio vaš račun u naredna dva dana, 16. maja, i da tokom ovog perioda nije bilo depozita, smatramo da je ovo pitanje zatvoreno i u vašem slučaju nema povraćaja novca.
Iz gore navedenih razloga, ova žalba će sada biti odbijena. Hvala vam na razumevanju, žao mi je što ovom prilikom nismo mogli više pomoći. Ne ustručavajte se da nas kontaktirate ako u budućnosti naiđete na probleme sa ovim ili bilo kojim drugim kazinom.
Dear charlie6311,
The casino requesting documents in order to proceed with the self-exclusion request is a common practice. Not only does this process serve as a verification of the player, but it also allows the casino to store the player's information in their database, so they can better identify players who will want to get around their self-exclusion measures and open other accounts.
Since you have cooperated with the casino by providing them with your documents, but only after your second self-exclusion request on the 14th of May, we have to consider this date as the beginning of the self-exclusion process. I am afraid that due to your lack of cooperation with the casino, the first self-exclusion request that you made can not be considered valid.
Since the casino has closed your account within the next two days, on the 16th of May, and there were no deposits made during this period, we consider this matter closed and there is no refund to be made in your case.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
Automatski prevedeno: