Zdravo,
Pa?ljivo smo analizirali situaciju i interveni?emo kako bismo rasvetlili doga?aje oko zatvaranja i pomenutog ponovnog otvaranja.
Va?no je napomenuti da, prema na?oj evidenciji i temama e-po?te, nikada nismo ponovo otvorili nalog bez prethodnog razgovora sa korisnikom ?alpsko". Cenimo odluke na?ih klijenata i uvek se raspitujemo o razlozima zbog kojih su promenili mi?ljenje u vezi sa statusom naloga.
Na?ite doga?aje hronolo?kim redom:
(23.05.2024.) – Korisnik ?alpsko" nam se javio sa zahtevom za samoisklju?ivanje zbog pote?ko?a sa kockanjem. Izuzimanje je primenjeno i poslata je poruka e-po?te sa potvrdom.
(25.05.2024.) – Klijent nas je kontaktirao sa zahtevom da uklonimo izuzimanje. Kao odgovor, pitali smo kupca za?to se predomislio u vezi sa statusom njihovog naloga. Tako?e smo preporu?ili na?e alternativne bezbednije alatke za kockanje u slu?aju da on ?eli da nastavi sa zahtevom za promenu statusa naloga. Kupac je tada odgovorio, obja?njavaju?i da je pogre?io u zahtevu za zatvaranje zbog lo?eg raspolo?enja iz privatnog izdanja. On je pojasnio da je potpuno svestan svojih navika i finansija u vezi sa kockanjem i da razume da je kockanje samo za zabavu. On je priznao punu odgovornost i izrazio poverenje u Sultanbet, navode?i da ne bi voleo da koristi manje pouzdana onlajn kazina.
Doneta je odluka da se primeni period hla?enja od 48 sati pre ukidanja samoisklju?enja, omogu?avaju?i korisniku "alpsko" da nas kontaktira ako se predomisli u vezi sa ponovnim otvaranjem na ?ekanju. 27.05.2024. alpsko ra?un je ponovo otvoren nakon ?to je istekao period hla?enja od 48 sati.
(01.06.2024.) – Primili smo jo? jedan imejl sa zahtevom za samoisklju?ivanje. Istog dana primenjeno je samoisklju?ivanje na zahtev kupca.
(01.06.2024.) - Kasnije nas je kupac kontaktirao sa zahtevom za ponovno otvaranje, ali je povukao zahtev nekoliko sati kasnije, a mi nismo menjali isklju?enje koje je bilo aktivno u vreme ovog kontakta.
2. juna, korisnik je pitao da li je jo? uvek mogu?e ponovo otvoriti svoj ra?un.
Ovog puta smo posebno pitali kupca za?to ?esto menja svoje odluke u vezi sa statusom naloga. Tako?e smo se raspitivali o njegovim ose?anjima u vezi sa kockanjem i da li i dalje smatra da je kocka ?tetna.
(02/06/2024) - Klijent je rekao da je razo?aran vremenskim okvirom za rukovanje povla?enjem kao razlogom za njegov zahtev za isklju?enje. Izjavio je da ?eli da nastavi sa ponovnim otvaranjem svog naloga jer je bio svestan svoje percepcije kockanja i smatrao je kockanjem samo radi zabave. Nakon njegovog obja?njenja, ra?un je ponovo otvoren nakon ?to je primenjen period hla?enja od 48 sati.
Zaklju?ak:
Trudimo se da se pridr?avamo odgovornih praksi kockanja i da pratimo postoje?e protokole kako bismo za?titili na?e klijente. Svaki zahtev korisnika ?alpsko" je obra?en sa du?nom pa?njom, obezbe?uju?i mu dovoljno mogu?nosti da preispita svoje odluke tokom perioda hla?enja. Ponovna otvaranja i obja?njenja alpsko-ovog naloga iza njih sugerisala su da su njegovi zahtevi za samoisklju?ivanje napravljeni iz frustracije i iz komercijalnih razloga. U skladu sa na?im odgovornim praksama kockanja i uzimaju?i u obzir podignutu ?albu, ponovo smo potvrdili da ?e ra?un ostati pod samoisklju?enjem bez mogu?nosti poni?tavanja u bilo kojim okolnostima.
Ako postoje dodatne nedoumice ili potrebne informacije, slobodno se obratite.
Srda?an pozdrav,
Sultanbet
Hello,
We've carefully analysed the situation and are intervening to shed more light on the events surrounding the closures and the mentioned reopenings.
It's important to note that, as per our records and email threads, we've never reopened the account without first engaging in a conversation with the user "alpsko". We value our customers' decisions and always inquire about the reason they changed their minds regarding the account status.
Please find the events in chronological order:
(23/05/2024) - The user "alpsko" contacted us with a self-exclusion request due to gambling difficulties. Exclusion was applied, and a confirmation email was sent.
(25/05/2024) - The client contacted us with a request to remove the exclusion. In response, we asked the customer why he changed his mind regarding their account status. We also recommended our alternative safer gambling tools in case he wished to continue with the account status change request. The customer then responded, explaining that he made a mistake in requesting closure due to a bad mood from a private issue. He clarified that he is fully aware of his gambling habits and finances and understands gambling is for entertainment. He acknowledged full responsibility and expressed trust in Sultanbet, stating he would prefer not to use less trustworthy online casinos.
A decision was made to apply a 48-hour cooling-off period before lifting the self-exclusion, allowing the user "alpsko" to contact us if he changed his mind regarding the pending reopening. On 27/05/2024, alpsko's account was reopened after the 48-hour cooling-off period expired.
(01/06/2024) - We received another email with a self-exclusion request. On the same day, a self-exclusion was applied following the customer's request.
(01/06/2024) - Later, the customer contacted us with a reopening request but withdrew the request a couple of hours later, and we made no changes to the exclusion, which was active at the time of this contact.
On the 2nd of June, the customer asked if it was still possible to reopen their account.
This time, we specifically asked the customer why he often changed his decisions regarding the account status. We also inquired about his feelings regarding gambling and whether he still considered gambling to be harmful.
(02/06/2024) - The client shared that he was disappointed with the withdrawal handling time frame as a reason for his exclusion request. He stated he wanted to proceed with reopening his account as he was aware of his gambling perception and considered gambling only for entertainment. Following his explanation, the account was reopened after a 48-hour cooling-off period was applied.
Conclusion:
We strive to adhere to responsible gambling practices and follow the protocols in place to protect our customers. Every request made by the user "alpsko" was handled with due diligence, ensuring he had ample opportunity to reconsider his decisions during cooling-off periods. The repeated reopenings and the explanations behind them of alpsko's account suggested that his self-exclusion requests were made out of frustration and due to commercial reasons. In line with our responsible gambling practices and considering the raised complaint, we have reaffirmed that the account will remain under self-exclusion with no possibility of reversal in any circumstances.
If there are any additional concerns or information needed, please feel free to reach out.
Kind regards,
Sultanbet
Automatski prevedeno:
