Dragi Pridx, hvala ti na imejlovima.
Imajte u vidu da mo?emo da se suo?imo sa kazinom i zahtevamo povra?aj izgubljenih sredstava samo ako postoje jasni dokazi koji pokazuju da ste pravilno obavestili kazino o problemu sa kockanjem i zahtevali samoisklju?enje. U slu?ajevima kada kazino ne sprovede odgovaraju?e za?titne mere nakon validnog zahteva za samoisklju?enje, spremni smo da interveni?emo i pomognemo.
Me?utim, u ovom slu?aju sam prona?ao nekoliko problema koji nam, na?alost, spre?avaju da va? slu?aj tretiramo kao neuspelo samoisklju?enje:
- Prema uslovima kori??enja kazina, zahtevi za samoisklju?enje moraju se poslati na [email protected] Na?alost, va? zahtev je poslat na drugu adresu e-po?te, koja nije navedena nigde na veb-sajtu kazina. Zbog toga, tim za podr?ku nije mogao da ga obradi.
- Iako ste kontaktirali kazino i putem njihovog sistema za prodaju karata, ovaj kanal nije namenjen za obradu zahteva za samoisklju?enje, kao ?to je jasno navedeno u njihovim uslovima kori??enja.
- Pomenuli ste i kontaktiranje putem ?askanja u?ivo, ali bez ikakve potvrde — kao ?to su snimci ekrana ili transkripti ?askanja — ne mo?emo da potvrdimo vreme ili sadr?aj tih razgovora.
Po?to je va? nalog zatvoren 17. maja 2025. godine, a nismo prona?li nikakve ubedljive dokaze o pravilno podnetom i potvr?enom zahtevu za samoisklju?enje pre tog datuma, ne mo?emo dalje da vodimo ovaj slu?aj kao propust kazina.
Zaista razumem koliko ove situacije mogu biti te?ke i ?eleo bih da vas ljubazno savetujem da osigurate da se svi budu?i zahtevi za samoisklju?enje podnose putem zvani?nih i jasno navedenih kanala, idealno uz pisanu potvrdu. Preduzimanje ranih i dokumentovanih mera kada po?nete da se ose?ate ugro?eno je klju?no za odr?avanje kontrole i za?titu sebe.
Kada podnosite zahtev za samoisklju?enje, jasno navedite razlog za?to ?elite da va? nalog bude deaktiviran i navedite vremenski period. Tako?e, ?Naslov" imejla treba da bude jasno ozna?en i lako prepoznatljiv, jer podr?ka kazina prima mnogo zahteva dnevno, stoga, ako je vidljivo ozna?en, imate ve?e ?anse da vam zahtev bude odobren ?to je pre mogu?e. Tako?e bih vam toplo preporu?io da uvek sa?uvate svoj zahtev za samoisklju?enje kako biste imali validan dokaz o takvoj radnji.
Primer:
Naslov imejla: Samoisklju?enje
Informacije o igra?u:
Ime:
Prezime:
Datum ro?enja:
Prijava u kazino:
Adresa e-po?te:
"Pozdrav xxx xxx,"
Pi?em vam da vas obavestim da ?elim odmah da se isklju?im iz ovog kazina i da se isklju?im od primanja bilo kakvog marketin?kog materijala vezanog za kockanje u minimalnom periodu od xxx meseci/godina (do?ivotno).
Razlog koji je prethodio mojoj odluci je xxx (zavisnost od kockanja)
Potvr?ujem da mi ne?e biti dozvoljeno da poni?tim svoje samoisklju?enje tokom ovog perioda i da samoisklju?enje ne mo?e biti ukinuto pre kraja dogovorenog perioda.
U me?uvremenu, imate mogu?nost da koristite i na? alat za pomo? pri samoisklju?ivanju . Ovaj alat vam omogu?ava da blokirate svoje kazino naloge u vi?e kockarnica istovremeno i nije povezan ni sa jednim odre?enim kazinom. Alat za pomo? pri samoisklju?ivanju je dizajniran da pomogne pojedincima koji se mo?da suo?avaju sa problemima sa svojim kockarskim navikama tako ?to im poma?e da ograni?e pristup kockanju i smanje potencijal za dalju ?tetu.
Pre svega, ako vam kockanje vi?e ne donosi radost i postaje teret, toplo se preporu?uje da potra?ite stru?nu pomo?. Toplo preporu?ujem da se obratite centrima u va?oj zemlji koji su specijalizovani za re?avanje problema sa kockanjem. Neke od ovih centara mo?ete prona?i na slede?em linku ( http://www.kpvfaw.com/problem-gambling-help-centers#cnt_87=true )
Ova ?alba ?e sada biti zatvorena. Hvala vam na razumevanju, ?ao mi je ?to vam nismo mogli vi?e pomo?i u ovoj prilici. Slobodno nas kontaktirajte ako nai?ete na bilo kakve probleme sa ovim ili bilo kojim drugim kazinom u budu?nosti.
S po?tovanjem,
Natalija
Dear Pridx, thank you for your emails.
Please note that we can only confront the casino and request a refund of lost funds if there is clear evidence showing that you properly informed the casino about a gambling problem and requested self-exclusion. In cases where the casino fails to implement appropriate protective measures following a valid self-exclusion request, we are ready to step in and assist.
However, in this instance, I found several issues that unfortunately prevent us from treating your case as a failed self-exclusion:
- According to the casino’s terms and conditions, self-exclusion requests must be sent to [email protected]. Unfortunately, your request was sent to a different email address, which is not listed anywhere on the casino’s website. As a result, the support team was unable to process it.
- While you also contacted the casino via their ticket system, this channel is not designated for handling self-exclusion requests, as clearly stated in their terms and conditions.
- You mentioned reaching out via live chat as well, but without any confirmation—such as screenshots or chat transcripts—we cannot verify the timing or content of those conversations.
Since your account has been closed as of May 17, 2025, and we found no conclusive evidence of a properly submitted and acknowledged self-exclusion request before that date, we are unable to pursue this case further as a failure on the casino’s part.
I truly understand how difficult these situations can be and would like to kindly advise you to ensure that any future self-exclusion requests are submitted through the official and clearly stated channels, ideally with written confirmation. Taking early and documented action when you start to feel at risk is key to maintaining control and protecting yourself.
When applying for self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day, hence, if it’s visibly marked you stand a better chance of having your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.
Example:
Email subject: Self-exclusion
Player’s info:
First name:
Last name:
DOB:
Casino login:
Email address:
"Greetings xxx xxx,
I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).
The reason that preceded my decision is xxx (gambling addiction)
I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."
In the meantime, you also have the option to utilize our Self-Exclusion Assistance Tool. This tool allows you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.
Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (http://www.kpvfaw.com/problem-gambling-help-centers#cnt_87=true)
This complaint will now be closed. 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.
Regards,
Natalia
Automatski prevedeno:
