K?ra piippanen ,
Jag ska f?rs?ka f?rklara situationen och anledningen till att vi inte kan beg?ra n?gon form av ?terbetalning fr?n kasinot.
N?r du ber om ett kontoavst?ngning och anger anledningen till att du inte vill spela p? casinot l?ngre, du inte gillar deras spel eller n?got liknande, har du en m?jlighet att inte logga in igen och 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 att i stundens hetta att de vill att kasinot ska st?nga sitt konto, f?r att sedan be om att det ?ppnas igen n?gra dagar senare 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 plyern ?r fullt kapabel att fatta beslut sj?lva, 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 att st?nga ett konto och tydligt anger att de har ett spelproblem - det ?r en helt annan historia. Spelberoende har inte kontroll ?ver sitt eget tv?ngsm?ssiga beteende och kan spendera alla sina pengar p? kasinot och f?rst?ra deras liv. Det ?r d?rf?r som s?dana fall m?ste 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 tror 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.
Fr?n bevisen som tillhandah?lls var din senaste ins?ttning den 12/12/2024, men f?rsta g?ngen du n?mnde spelberoendet var den 17/02/2025. Enligt sk?len ovan kan vi inte beg?ra ?terbetalning. Om du inte har fler fr?gor eller ett bevis p? ins?ttningar efter 2025-02-17, kan detta ?rende avslutas som l?st.
Dear piippanen,
I will try to explain the situation, and the reason we are unable to request any kind of refund from the casino.
When asking for an account closure and stating the reason being you don't want to play in the casino anymore, you don't like their games or something similar, you have an option of not logging back in, and 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, then ask for it to be re-opened few days later 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 plyer 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 a completely different story. Gambling addicts are not in control of their own compulsive behaviour, and can spend all their money in the casino and ruin their lives. That is why such cases neds 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 igores 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.
From the evidence provided, your last deposit was on 12/12/2024, but the first time you have mentioned the gambling addiction was on 17/02/2025. As per the reasons mentioned above, we are unable to request a refund. Unless you have more questions, or a proof of deposits after 17/02/2025, this case can be closed as resolved.
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