Dragi Alep02,
Hvala vam puno što ste podneli žalbu. Veoma mi je žao što čujem za vaše negativno iskustvo. Prvo, želeo bih da vam objasnim koja je razlika između zatvaranja naloga i samoisključenja:
Zatvaranje naloga je jednostavno i nema skoro nikakav uticaj - igrač može ponovo da otvori nalog u bilo kom trenutku, a kazino nema nikakvu obavezu prema igraču.
S druge strane, samoisključivanje to čini. Ako igrač uspešno izvrši samoisključivanje, kazino se slaže da neće otvoriti ovaj nalog ili ako da samo pod određenim okolnostima (nakon perioda hlađenja, a to se ne može učiniti za igrače koji su zavisni/sa problemima sa kockanjem).
Da li sam dobro razumeo da osećate da bi kockanje moglo da postane problem za vas? Da li ste obavestili kazino o ovome? Ako jeste, prosledite ovu poruku na kristina.s@casino.guru . Alternativno, možete ga objaviti ovde.
Hvala vam puno unapred.
Srdačan pozdrav,
Kristina
Dear Alep02,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:
Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.
On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).
Do I understand correctly that you feel like gambling might become an issue for you? Did you inform the casino about this? If you did, please forward this message to kristina.s@casino.guru. Alternatively, you can post it here.
Thank you very much in advance.
Best regards,
Kristina
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