K?ra Matej och Andrew,
Tack f?r att du h?rde av dig. Vi uppskattar m?jligheten att ta upp denna fr?ga.
Andrews konto ?ppnades igen den 25 oktober 2024 efter hans frivilliga beg?ran. Vid den tiden avsl?jades inga farh?gor om spelberoende. Som beskrivs i v?ra allm?nna villkor (6.2):
N?r du skapar och ?ter?ppnar ett konto hos oss deklarerar DU och ?r ensam ansvarig f?r att s?kerst?lla att du inte har n?gra spelproblem, att du inte ?r registrerad som en person som ?r spelberoende och att du f?ljer dina lokala lagar.
Detta var inte den f?rsta instansen d?r Andrew beg?rde att hans konto skulle ?ppnas igen. Vid olika tillf?llen beg?rde Andrew st?ngning och ?ndrade sig senare och bad att kontot skulle ?ppnas igen. Till exempel, efter att ha beg?rt st?ngning den 19 augusti 2024, bad Andrew om att kontot skulle ?ppnas igen f?ljande dag. Dessa f?rfr?gningar var helt frivilliga och som underh?llningsleverant?r vill vi inte f?rh?ra eller belasta spelare med p?tr?ngande psykiatriska fr?gor n?r de kontaktar oss f?r att spela och njuta av v?ra tj?nster.
Andrew engagerade sig ocks? aktivt i v?r plattform, beg?rde att gr?nser f?r ansvarsfullt spel skulle tas bort och anv?nde bonusar, vilket ytterligare visar hans frivilliga deltagande.
Vi inser att individers omst?ndigheter kan f?r?ndras och k?nslor kring spelande kan utvecklas. Personligt ansvar ?r dock fortfarande viktigt . Vi arbetar i god tro, baserat p? informationen fr?n spelare vid tidpunkten f?r deras beg?ran.
F?r att prioritera Andrews v?lbefinnande har hans konto nu st?ngts permanent. Omfattande anteckningar har lagts till f?r att s?kerst?lla att det inte kan ?ppnas igen under n?gra omst?ndigheter, och alla relaterade konton som identifieras i framtiden kommer att avslutas omedelbart.
Vi tar det h?r ?rendet p? st?rsta allvar och beklagar eventuella problem. Vi upprepar dock respektfullt att beslut ang?ende spelaktivitet i slut?ndan ?r individens ansvar, som beskrivs i v?ra villkor. Vi f?rblir engagerade i ansvarsfullt spelande och ?r alltid tillg?ngliga f?r att hj?lpa spelare med de verktyg och st?d de beh?ver.
Om du beh?ver ytterligare information eller bevis, tveka inte att h?ra av dig.
Med v?nlig h?lsning,
Victoria
Dear Matej and Andrew,
Thank you for reaching out. We appreciate the opportunity to address this matter.
Andrew’s account was reopened on 25th October 2024 following his voluntary request. At that time, no concerns about gambling addiction were disclosed. As outlined in our Terms and Conditions (6.2):
When creating and reopening an account with us, YOU declare and are solely responsible for ensuring that you do not have any gambling issues, you are not registered as a person addicted to gambling, and you comply with your local laws.
This was not the first instance of Andrew requesting his account to be reopened. On different occasions, Andrew requested closure and later changed his mind, asking for the account to be reopened. For example, after requesting closure on 19th August 2024, Andrew asked for the account to be reopened the following day. These requests were entirely voluntary, and as an entertainment provider, we do not wish to interrogate or burden players with intrusive psychiatric questions when they approach us to play and enjoy our services.
Andrew also actively engaged with our platform, requested the removal of responsible gaming limits, and used bonuses, all of which further demonstrate his voluntary participation.
We recognise that individuals’ circumstances may change, and feelings around gambling can evolve. However, personal accountability remains essential. We operate in good faith, based on the information provided by players at the time of their request.
To prioritise Andrew’s well-being, his account has now been permanently closed. Comprehensive notes have been added to ensure it cannot be reopened under any circumstances, and any related accounts identified in the future will be terminated immediately.
We take this matter very seriously and regret any distress caused. However, we respectfully reiterate that decisions regarding gambling activity are ultimately the responsibility of the individual, as outlined in our Terms and Conditions. We remain committed to responsible gaming and are always available to assist players with the tools and support they need.
Should you require any further information or evidence, please do not hesitate to reach out.
Kind regards,
Victoria
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