Dragi piippanen ,
Pokušaću da objasnim situaciju i razlog zašto nismo u mogućnosti da zahtevamo bilo kakav povraćaj novca od kazina.
Kada zatražite zatvaranje naloga i navedete razlog što više ne želite da igrate u kazinu, ne volite njihove igre ili nešto slično, imate opciju da se ne prijavite ponovo i jednostavno prestanete da igrate. To je isto kao da ste imali loše iskustvo u restoranu i prestali da idete tamo na svoje obroke. Takođe, uobičajena je praksa među igračima nakon što pretrpe veći gubitak, da kažu u žaru trenutka da žele da im kazino zatvori račun, a zatim zatraže da se ponovo otvori nekoliko dana kasnije i da igraju kao i obično. Neki igrači čak koriste ovo kao priliku da dobiju neku vrstu povrata novca ili bonus igre od kazina. U svim ovim slučajevima pretpostavlja se da je igrač u potpunosti sposoban da sam donosi odluke, a igraju samo zato što žele i mogu da prestanu u bilo kom trenutku. Ništa ih ne primorava da troše više novca u kazinu, tako da sve što je deponovano između zahteva za zatvaranje računa i stvarnog zatvaranja, nije izvršno.
Sada ako igrač zatraži zatvaranje naloga i jasno kaže da ima problem sa kockanjem - ovo je sasvim druga priča. Zavisnici od kockanja ne kontrolišu sopstveno kompulzivno ponašanje i mogu potrošiti sav svoj novac u kazinu i uništiti svoje živote. Zato je o takvim slučajevima potrebno voditi računa sa najvećom važnosti i pažnjom. U takvim slučajevima račun treba zatvoriti što pre (ili barem onemogućiti opcije za deponovanje i igranje igrica) kako bi igrač bio siguran. Ako kazino podnese takav hitan zahtev i dozvoli igraču da nastavi sa deponovanjem i gubitkom novca još duže - pre konačnog zatvaranja računa - u takvim slučajevima verujemo da igrač ima pravo da im se depoziti vrate (minus svi dobici povučeni u međuvremenu) ako su se ti depoziti desili između zahteva za samoisključivanje i stvarnog zatvaranja računa.
Iz dostavljenih dokaza, vaš poslednji depozit je bio 12.12.2024., ali ste prvi put spomenuli zavisnost od kockanja 17.02.2025. Prema gore navedenim razlozima, nismo u mogućnosti da zahtevamo povraćaj sredstava. Osim ako nemate više pitanja ili dokaz o depozitima nakon 17.02.2025., ovaj slučaj se može zatvoriti kao rešen.
Dear piippanen,
I will try to explain the situation, and the reason we are unable to request any kind of refund from the casino.
When asking for an account closure and stating the reason being you don't want to play in the casino anymore, you don't like their games or something similar, you have an option of not logging back in, and simply stop playing. It's the same as if you had a bad experience in a restaurant and stopped going there for your meals. Also, it is a common practice amongst players after incurring a heftier loss, to say in the heat of the moment they want the casino to close their account, then ask for it to be re-opened few days later and they play as usual. Some players even use this as an opportunity to get some kind of a cashback or a bonus play from the casino. In all of these cases, it is assumed that the plyer is fully capable of making decisions for themselves, and they play only because they want to and can stop at any time. Nothing forces them to spend more money in the casino, so anything that is deposited between the request of account closure and the actual closure, is not enforceable.
Now if the player asks for an account closure and clearly states they have a gambling problem - this is a completely different story. Gambling addicts are not in control of their own compulsive behaviour, and can spend all their money in the casino and ruin their lives. That is why such cases neds to be taken care of with utmost importance and care. In such cases account should be closed ASAP (or at least the options for depositing and playing games should be disabled) so the player is safe. If the casino igores such urgent request and allows the player to keep depositing and losing money even longer - before finally closing the account - in such cases we believe the player is entitled for their deposits to be returned (minus any winnings withdrawn in the meantime) if those deposits happened between the self-exclusion request and an actual account closure.
From the evidence provided, your last deposit was on 12/12/2024, but the first time you have mentioned the gambling addiction was on 17/02/2025. As per the reasons mentioned above, we are unable to request a refund. Unless you have more questions, or a proof of deposits after 17/02/2025, this case can be closed as resolved.
Automatski prevedeno:
