Dragi Maekz1990, i Casino Guru tim!
Uo?ili smo da je ovom slu?aju u nekom trenutku nedostajala adekvatna prepiska, pa smo ga ponovo otvorili kako bismo istra?ili i tra?ili pravdu za sve uklju?ene strane.
Kratak pregled slu?aja pokazuje da korisnik tvrdi da je kontaktirao na?u korisni?ku podr?ku sa namerom da se samoisklju?i, ali nije pru?io nikakav dokaz koji bi podr?ao svoju izjavu. Citat: "Na?alost, nemam stare mejlove u kojima sam tra?io da zatvorim svoj nalog." ?tavi?e, korisnik je doveo u pitanje na?e vreme odgovora.
Evidentno je da je pritu?ba podneta 14.07.2021. godine , u isto vreme kada nam je skrenuta pa?nja na zahtev korisnika. Nalog korisnika je zatvoren slede?eg dana u podne; 15-07-2021 u 12:16:14.
Veltbet je zatvorio korisni?ki nalog ?im smo nai?li na njegov zahtev, druge ? navodne mejlove " ne mo?emo da prona?emo sa na?e strane, kao i korisnik nije uspeo da pru?i vi?e dokaza kada smo mi zatra?ili, za dalju istragu.
Dalje, korisnik je naveo da sve depozite pola?e do kraja jula. U na?im uslovima i odredbama;
2.5. Kupac se sla?e i odobrava da su svrha i upotreba veb stranice njihova isklju?iva odgovornost i rizik. Korisnik priznaje i prihvata da u bilo kom trenutku mo?e izgubiti novac na datu opkladu. Kupac, dakle, prihvata punu odgovornost za sve gubitke.
... jasno je navedeno da se svaki izgubljeni novac ne mo?e vratiti. Korisnik je nekim humanitarnim argumentima i emocionalnom retorikom poku?ao da ubedi Veltbet da ide protiv na?ih TC-a, ali nije uspeo da pru?i bilo kakav dokaz na osnovu kojeg je njihov argument izgra?en.
Preporu?ujemo svima koji pate od zavisnosti od kockanja da potra?e neophodnu pomo?, jer se prema ovom pitanju ne odnosimo olako. Na? kazino pru?a opciju isklju?enja za sve koji pate od ovoga, ali je va?no imati na umu da komunikacija sa strane korisnika mora biti jasna i transparentna . Nakon ?to smo primili korisnikov zahtev za samoisklju?ivanje, ispunili smo zahtev korisnika za kratko vreme. Tvrdnja pojedinca da su slali e-poruke o samoisklju?enju kazinu, ali da su ih naknadno izbrisali, predstavlja glasinu iz druge ruke osim ako se ne predo?e bilo kakvi stvarni dokazi e-poruka – kao ?to su kopije ili potvrda od provajdera. Bez ovoga, izjava ne mo?e biti verifikovana ili unakrsno ispitana.
U Veltbet-u, na? prvi cilj je zadovoljstvo i bezbednost korisnika, me?utim, va?no je razumeti Uslove i odredbe po kojima radimo. Svaki korisnik jednom pozdravi ?lanak o odredbama i uslovima pre nego ?to zavr?i registraciju. U slu?ajevima kada korisnik nije znao za TC, Veltbet nije kriv, jer je korisnik svesno kliknuo na: ?Pro?itao sam i sla?em se sa primenjenim uslovima i odredbama". Povra?aj depozita bi nas u ovom slu?aju doveo u poziciju u kojoj bismo i?li protiv sopstvenih TC, potencijalno zamagljuju?i na? radni integritet.
S po?tovanjem,
Veltbet
Dear Maekz1990, and Casino Guru team!
It has come to our attention that this case lacked adequate correspondence at some point, hence we reopened it, to investigate and seek justice for all the parties involved.
A brief overview of the case shows that the user claims to had had contacted our customer support with the intent of self-exclusion but fails to provide any evidence to back up his statement. Quote: "Sadly I do not have the old mails where I asked to close my account." Moreover, the user questioned our response time.
It is evident that the complaint was filed on July 14th, 2021, this is also the same time the user's request has come to our attention. The user's account was closed the following day at noon; 15-07-2021 at 12:16:14.
Weltbet closed the user's account as soon as we encountered his request, other "allegend emails" cannot be retraced from our side, as well as user failed to provide more evidence once requested by us, for further investigation.
Furthermore, the user stated that he claims all the deposits made until the End of July. In our Terms and Conditions;
2.5. The customer agrees and condones that the purpose and use of the website are their sole responsibility and risk. The customer acknowledges and accepts that at any point the customer may lose money on a bet placed. The customer, therefore, accepts full responsibility for any losses.
... it is clearly stated that any money that is lost cannot be refunded. The user tried persuading Weltbet into going against our own TCs with some humanitarian arguments and emotional rhetoric, however failed to provide any evidence on which their argument was built.
We highly encourage anyone suffering from gambling addiction to seek necessary help, as we do not treat this issue lightly. Our casino provides an exclusion option for anyone suffering from this, but it is important to keep in mind that communication from the user's side must be clear and transparent. Once having received the user's request for self-exclusion, we completed the user's request in no time. The individual's claim that they sent self-exclusion emails to the casino, but subsequently deleted them, constitutes hearsay unless any actual evidence of the emails—such as copies or confirmation from the provider—is presented. Without this, the statement cannot be verified or cross-examined.
In Weltbet, our first goal is user satisfaction and safety, however, it is important to understand the Terms and Conditions we operate on. Each user greets the Terms and Conditions article once before completing the registration. In cases where the user was ignorant of the TCs, Weltbet is not to blame, as the user consciously clicked on: "I have read and agreed to the terms and conditions applied". Refunding the deposit would in this case put us in a position where we would go against our own TCs, potentially obscuring our work integrity.
Sincerely,
Weltbet
Izmenjeno
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