Dragi KrisHC99,
Hvala vam na kontinuiranoj saradnji i što ste podelili više detalja o vašoj situaciji.
Nakon što smo pažljivo pregledali sve dostupne informacije i dali kazinu priliku da odgovori na vaš zahtev, sa žaljenjem vas obaveštavamo da ne možemo da potvrdimo vašu žalbu.
Nažalost, nismo dobili nikakve dokaze koji ukazuju da ste eksplicitno zahtevali trajno samoisključenje zbog zavisnosti od kockanja pre 25. marta 2025. godine. Nakon što ste 25. marta pomenuli svoje zabrinutosti u vezi sa kockanjem, vaš nalog je trajno zatvoren bez odlaganja.
Molimo vas da imate razumevanja da bismo vam mogli pomoći u ovakvim slučajevima, potreban nam je jasan i dokumentovan dokaz od pogođenog igrača da je kazino bio pravilno obavešten o šteti povezanoj sa kockanjem u vreme zahteva za zatvaranje. Pošto takvi dokazi nisu dostupni, a kazino je izgleda poštovao svoje procedure odgovornog kockanja nakon što je pravilno obavešten, nismo u mogućnosti da zahtevamo povraćaj novca u vaše ime.
Toplo vam preporučujemo da nastavite da tražite podršku od profesionalnih organizacija specijalizovanih za štetu povezanu sa kockanjem. Resursi i telefonske linije za pomoć su često navedeni u odeljku za odgovorno kockanje na veb stranicama kazina.
Ova žalba će sada biti zatvorena kao odbijena.
Srdačan pozdrav,
Veronika
Tim kazino gurua
Kao deo naše Globalne inicijative za samoisključivanje, udružili smo se sa BetBlocker-om, dobrotvornom organizacijom registrovanom u Velikoj Britaniji koja pruža besplatne usluge podrške ljudima širom sveta. Više informacija o našoj inicijativi možete pronaći ovde ( https://casino.guru/global-self-exclusion-initiative ) i o BetBlocker- u ovde ( https://betblocker.org/ ).
BetBlocker, koji podržava sedam jezika, se brzo i lako instalira na više uređaja, za samo 2 minuta. Jednom instaliran, blokira pristup preko 84.230 veb-sajtova za kockanje i tiho radi u pozadini. Usluga se može koristiti anonimno i pomaže pojedincima da bezbedno i na odgovarajući način upravljaju svojim pristupom kockanju, bilo da to znači potpuno ograničenje ili ograničavanje pristupa tokom perioda ranjivosti.
Pored toga, BetBlocker uključuje listu od 824 sajtova sa informacijama o kockanju. Ovi sajtovi prvenstveno informišu korisnike o uslugama kockanja i reklamiraju ih. Možete da uključite ove sajtove u svoja ograničenja tako što ćete označiti polje. Međutim, ako imate tekuću žalbu protiv operatera kockanja, nemojte označiti ovo polje, jer će vam to sprečiti pristup i veb lokaciji Casino.Guru.

Dear ChrisHC99,
Thank you for your continued cooperation and for sharing more details about your situation.
After carefully reviewing all available information and giving the casino the opportunity to respond to your request, we regret to inform you that we cannot uphold your complaint.
Unfortunately, we did not receive any evidence indicating that you explicitly requested permanent self-exclusion due to a gambling addiction prior to March 25, 2025. Once you mentioned your gambling concerns on March 25, your account was permanently closed without delay.
Please understand that in order for us to assist in cases like this, we require clear and documented proof from the affected player that the casino was properly informed about the gambling-related harm at the time of the closure request. Since such evidence is unavailable and the casino appears to have followed its responsible gambling procedures once properly notified, we are unable to request a refund on your behalf.
We strongly encourage you to continue seeking support from professional organizations specializing in gambling-related harm. Resources and helplines are often listed in the responsible gambling section of casino websites.
This complaint will now be closed as rejected.
Best regards,
Veronika
Casino.Guru Team
As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).
BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods.
Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.

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