Tack f?r de angivna uppgifterna, jag kan bekr?fta att jag har e-postmeddelandet och laddat upp det bland bevisen f?r detta fall, till v?rt system. Tyv?rr kommer vi inte att kunna genomdriva ?terbetalningen av alla pengar du har satt in, och jag ska f?rs?ka f?rklara orsaken bakom detta nedan. Ditt konto har dock inte st?ngts inom rimlig tid, s? delvis ?terbetalning ?r p? plats. H?r ?r aff?ren:
?ven om det ?r sant att du har beg?rt att ett konto ska st?ngas sedan februari, har du inte angett n?gon anledning till att du ?r spelberoende . Normalt n?r du ber om ett kontoavst?ngning och anger anledningen till att du bara inte vill spela p? kasinot l?ngre (eller inte anger en anledning alls), har du ett alternativ att helt enkelt sluta spela. Det ?r samma sak som om du hade en d?lig upplevelse p? en restaurang och slutade g? dit f?r dina m?ltider. Det ?r ocks? en vanlig praxis bland spelare efter att ha ?dragit sig en kraftigare f?rlust, att s?ga i stundens hetta att de vill att kasinot ska st?nga deras konto. N?gra dagar senare ber de om att den ska ?ppnas igen och de spelar som vanligt. Vissa spelare anv?nder till och med detta som en m?jlighet att f? n?gon form av cashback eller ett bonusspel fr?n casinot. I alla dessa fall antas det att spelaren ?r fullt kapabel att fatta beslut sj?lv, och de spelar bara f?r att de vill och kan sluta n?r som helst. Ingenting tvingar dem att spendera mer pengar p? kasinot, s? allt som s?tts in mellan beg?ran om kontost?ngning och den faktiska st?ngningen ?r inte verkst?llbart.
Om spelaren nu ber om ett kontoavst?ngning och tydligt s?ger att de har ett spelproblem - det h?r ?r en helt annan historia. Spelberoende har inte kontroll ?ver sitt eget tv?ngsm?ssiga beteende, och kan l?tt spendera alla sina pengar p? kasinot och f?rst?ra deras liv. Det ?r d?rf?r s?dana fall beh?ver tas om hand med st?rsta vikt och omsorg. I s?dana fall b?r kontot st?ngas ASAP (eller ?tminstone b?r alternativen f?r att s?tta in och spela spel inaktiveras) s? att spelaren ?r s?ker. Om kasinot ignorerar en s?dan br?dskande beg?ran och till?ter spelaren att forts?tta s?tta in och f?rlora pengar ?nnu l?ngre - innan det slutligen st?nger kontot - i s?dana fall anser vi att spelaren har r?tt att f? tillbaka sina ins?ttningar (minus eventuella vinster som tagits ut under tiden) om dessa ins?ttningar skedde mellan beg?ran om sj?lvuteslutning och en faktisk st?ngning av kontot.
Eftersom du har beg?rt korrekt sj?lvuteslutning f?rst i b?rjan av april, kan vi inte beg?ra ?terbetalning av n?got som har satts in i f?rv?g. Vi kommer nu att v?nta p? att kasinot ?ntligen ska st?nga kontot utan m?jlighet att ?ppna igen, sedan f?rs?ker vi f?rmedla ?terbetalningen.
Thank you for the provided details, I can confirm I have the e-mail and uploaded it amongst the evidence for this case, onto our system. Unfortunately, we will not be able to enforce the refund of all the money you have deposited, and I will try to explain the reason behind this below. However, your account has not been closed within the reasonable time, so partial refund is in place. Here is the deal:
While it is true you have requested an account closure since February, you have not stated a reason being gambling addiction. Normally, when asking for an account closure and stating the reason being you just don't want to play in the casino anymore (or not stating a reason at all), you have an option of simply stop playing. It's the same as if you had a bad experience in a restaurant and stopped going there for your meals. Also, it is a common practice amongst players after incurring a heftier loss, to say in the heat of the moment they want the casino to close their account. Few days later they ask for it to be re-opened and they play as usual. Some players even use this as an opportunity to get some kind of a cashback or a bonus play from the casino. In all of these cases, it is assumed that the player is fully capable of making decisions for themselves, and they play only because they want to and can stop at any time. Nothing forces them to spend more money in the casino, so anything that is deposited between the request of account closure and the actual closure, is not enforceable.
Now if the player asks for an account closure and clearly states they have a gambling problem - this is completely different story. Gambling addicts are not in control of their own compulsive behaviour, and can easily spend all their money in the casino and ruin their lives. That is why such cases needs to be taken care of with utmost importance and care. In such cases account should be closed ASAP (or at least the options for depositing and playing games should be disabled) so the player is safe. If the casino ignores such urgent request and allows the player to keep depositing and losing money even longer - before finally closing the account - in such cases we believe the player is entitled for their deposits to be returned (minus any winnings withdrawn in the meantime) if those deposits happened between the self-exclusion request and an actual account closure.
As you have requested proper self-exclusion only at around the beginning of the April, we can't request refunds of anything deposited beforehand. We will now wait for the casino to finally close the account without the option for re-opening, then we'll try to mediate the refund.
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