Po?tovani rupeshbhosale1991,
Hvala vam puno ?to ste podneli ?albu. ?ao mi je ?to ?ujem za va? problem.
Prvo, ?eleo bih da razjasnim razliku izme?u zatvaranja naloga i samoisklju?enja:
- Zatvaranje naloga je jednostavan proces sa minimalnim uticajem — igra?i mogu ponovo da otvore svoje naloge u bilo kom trenutku, a kazino nema stalnih obaveza prema njima.
- Samoisklju?enje, s druge strane, dolazi sa stro?im ograni?enjima. Kada igra? uspe?no zatra?i samoisklju?ivanje, kazino se sla?e da ne?e ponovo otvoriti nalog, osim u odre?enim okolnostima (kao ?to je nakon perioda hla?enja, ali nikada za igra?e sa problemima sa kockanjem).
Kada se prijavljujete za samoisklju?ivanje, uvek jasno navedite razlog za?to ?elite da va? nalog bude deaktiviran i navedite vremenski period. Tako?e, imejl ?Subject" treba da bude jasno ozna?en i lako prepoznatljiv po?to 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 toplo preporu?io da uvek sa?uvate svoj zahtev za samoisklju?ivanje kako biste imali validan dokaz o takvoj radnji.
Primer:
Naslov e-po?te: Samoisklju?ivanje zbog zavisnosti od kockanja
Podaci o igra?u:
ime:
prezime:
Ro?enje:
Prijava u kazino:
Adresa e-po?te:
?Pozdrav kkk kkk,
Pi?em da vas obavestim da ?elim da se odmah isklju?im iz ovog kazina i da ne primam bilo koji marketin?ki materijal u vezi sa kockanjem na minimalni period od kkk meseci/godina (do?ivotno).
Razlog koji je prethodio mojoj odluci je zavisnost od kockanja.
Potvr?ujem da mi ne?e biti dozvoljeno da poni?tim svoje samoisklju?ivanje tokom ovog perioda i da se samoisklju?enje ne mo?e ukinuti pre isteka dogovorenog perioda."
Ako u svojim razgovorima niste naveli da ?elite da zatvorite svoj nalog zbog zavisnosti od kockanja, ?ao mi je, ali po na?em mi?ljenju, nemate pravo na povra?aj va?ih depozita.
Hvala vam na razumevanju.
Srda?an pozdrav
Veronika
Dear rupeshbhosale1991,
Thank you very much for submitting your complaint. I'm sorry to hear about your problem.
First, I’d like to clarify the difference between account closure and self-exclusion:
- Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
- Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).
When applying for self-exclusion, always state clearly the reason why you want your account to be deactivated 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 valid proof of such action.
Example:
Email subject: Self-exclusion due to gambling addiction
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 materials for a minimum period of xxx months/years (lifetime).
The reason that preceded my decision is 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."
If you did not specify in your conversations that you wanted to close your account due to gambling addiction, I'm sorry, but in our view, you are not eligible for refunds of your deposits.
Thank you for your understanding.
Best regards
Veronika
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