Dragi Rushin ,
Hvala vam ?to ste dali tra?ene informacije. Na osnovu dokaza koje smo do sada prikupili, sa ?aljenjem vas moram obavestiti da, iz na?e perspektive, na?alost ne ispunjavate uslove za povra?aj va?ih depozita upla?enih izme?u 1. decembra 2024. i 5. decembra 2024.
Postoje dva osnovna razloga za ovu odluku:
- Nedovoljno preduzete mere
Iako su samoisklju?ivanje i odgovorno kockanje kriti?ne stvari, ?esto zahtevaju dodatnu marljivost, posebno u slu?ajevima kada kazina ru?no obra?uju takve zahteve. Na?alost, u va?em slu?aju, poslali ste jednu e-po?tu kazinu bez preduzimanja bilo kakvih daljih koraka kako biste bili sigurni da su potvrdili va? zahtev. Ovaj pristup je zna?ajno smanjio verovatno?u da se va?e samoisklju?ivanje brzo obradi, posebno po?to je va?a e-po?ta poslata nedeljom, kada je vreme odgovora ?esto sporije.
Mnoga kazina, uklju?uju?i Cosmobet Casino, nemaju automatizovane sisteme za rukovanje zahtevima za samoisklju?ivanje, zbog ?ega je neophodno da igra?i osiguraju da je njihov zahtev potvr?en. Kao ?to je navedeno u odeljku Odgovorno kockanje u uslovima i odredbama Cosmobet kazina, preporu?uje se kontaktiranje putem ?askanja u?ivo za takva pitanja. Me?utim, oslonili ste se isklju?ivo na imejl, ?to izaziva zabrinutost u vezi sa va?im namerama i mo?e sugerisati mogu?i poku?aj eksploatacije politike samoisklju?enja.
- Depoziti u?injeni odmah nakon podno?enja zahteva
Uprkos tome ?to ste podneli zahtev za samoisklju?ivanje, nastavili ste da deponujete zna?ajne iznose na svoj kazino ra?un istog dana. Kao ?to je ranije pomenuto, u mnogim kockarnicama u kojima se zahtevi za samoisklju?ivanje obra?uju ru?no, o?ekuje se razuman vremenski okvir od nekoliko radnih dana da kazino reaguje na zahtev. U va?em slu?aju, kazino nije ?ak ni prihvatio va? zahtev do trenutka kada ste izvr?ili te depozite, iz gore navedenih razloga.
Kada ste se obratili tokom redovnog radnog vremena, kazino je odmah postupio po va?em zahtevu i zatvorio va? nalog slede?eg dana. Ovaj odgovor dobro spada u ono ?to se smatra razumnim vremenskim okvirom za ru?ne procese samoisklju?enja.
U vezi sa zakonodavstvom na koje ste se pozvali u ?albi, va?no je pojasniti da iako se politike samoisklju?enja koje zahtevaju hitnu akciju primenjuju u Ujedinjenom Kraljevstvu u okviru Komisije za kockanje Ujedinjenog Kraljevstva (UKGC), ovi propisi se ne primenjuju na globalnom nivou. Ve?ina evropskih organa za izdavanje dozvola, kao ?to su oni na Malti ili u ?vedskoj, zahtevaju od kazina da deluju u roku od 24 sata ili odmah. Me?utim, po?to ste izabrali da igrate u kazinu licenciranom od strane Curacao Gaming Control Board (GCB), obaveze kazina su definisane propisima koje je utvrdio autoritet za licenciranje Curacaoa, koji ne name?e tako stroge zahteve.
Iz gore navedenih razloga, moram, na?alost, odbiti va?u ?albu kao neopravdanu .
Za budu?u referencu, ako ste se registrovali kod drugih of?or kazina i ?elite da se samoisklju?ite iz njih, toplo preporu?ujem da se uverite da je va? zahtev pravilno potvr?en, bilo putem e-po?te, ?askanja u?ivo ili na neki drugi direktni na?in, kako bi kazino mogao da preduzme odgovaraju?e mere blagovremeno.
Hvala vam na razumevanju i ?ao mi je ?to ovom prilikom nisam mogao vi?e da vam pomognem.
Srda?an pozdrav,
Kubo
Dear Rushin,
Thank you for providing the requested information. Based on the evidence we have gathered so far, I regret to inform you that, from our perspective, you are unfortunately not eligible for a refund of your deposits made between December 1, 2024, and December 5, 2024.
There are two primary reasons for this decision:
- Insufficient Action Taken
While self-exclusion and responsible gambling are critical matters, they often require extra diligence, particularly in cases where casinos handle such requests manually. Unfortunately, in your case, you sent a single email to the casino without taking any further steps to ensure they acknowledged your request. This approach significantly decreased the likelihood of your self-exclusion being processed promptly, especially as your email was sent on a Sunday, when response times are often slower.
Many casinos, including Cosmobet Casino, do not have automated systems for handling self-exclusion requests, making it necessary for players to ensure their request is acknowledged. As stated in the Responsible Gambling section of Cosmobet Casino’s Terms & Conditions, reaching out via Live Chat is recommended for such matters. However, you relied solely on an email, which raises concerns about your intentions and could suggest a possible attempt to exploit the self-exclusion policy.
- Deposits Made Immediately After Request Submission
Despite submitting your self-exclusion request, you proceeded to deposit significant amounts into your casino account the very same day. As previously mentioned, in many casinos where self-exclusion requests are processed manually, a reasonable timeframe of a few business days is expected for the casino to act on a request. In your case, the casino had not even acknowledged your request by the time you made those deposits, for the reasons mentioned above.
Once you followed up during regular business hours, the casino promptly acted on your request and closed your account the next day. This response falls well within what is considered a reasonable timeframe for manual self-exclusion processes.
Regarding the legislation you referred to in the complaint, it is important to clarify that while self-exclusion policies requiring immediate action are enforced in the United Kingdom under the UK Gambling Commission (UKGC), these regulations do not extend globally. Most European licensing authorities, such as those in Malta or Sweden, do require casinos to act within 24 hours or immediately. However, since you chose to play at a casino licensed by the Cura?ao Gaming Control Board (GCB), the casino's obligations are defined by the regulations set forth by the Cura?ao licensing authority, which does not impose such strict requirements.
For the reasons outlined above, I must regrettably reject your complaint as unjustified.
For future reference, if you have registered with other offshore casinos and wish to self-exclude from them, I strongly recommend ensuring your request is properly acknowledged, whether via email, Live Chat, or another direct method, so the casino can take appropriate action in a timely manner.
Thank you for your understanding, and I’m sorry I could not be of more help on this occasion.
Best Regards,
Kubo
Automatski prevedeno:
molim vas pogledajte odgovor da me stalno ?alju. Cosmobet je jo? jednom ignorisao ?injenicu da su ignorisali moj prvi zahtev i kasnije iskoristili moju zavisnost od kockanja dozvoljavaju?i dalje depozite dok nisam zapretio akcijom
