Hej, jeg skriver dette med hensyn til en overtrædelse af vilkårene og betingelserne for ansvarligt spil som angivet på operatørens hjemmeside. Efter måneder med at have talt med et par af deres agenter og stillet det samme spørgsmål, har jeg indgivet en klage. Kasinoets ansvarlige gamblingpolitik siger klart, at efter anmodning om at deaktivere en tabsgrænse, skal spilleren vente en 24 timers venteperiode, før tabsgrænsen deaktiveres. Denne politik er noget, jeg meget stolede på, da den gav mig tid til at køle af og stoppe op og tænke, før jeg tabte mere, end jeg havde råd til.
Jeg har sat adskillige tabsgrænser og deaktiveret dem adskillige gange. Et antal gange forsøgte jeg at kontakte support for at se, om min tabsgrænse kunne deaktiveres før ventetiden på 24 timer, men hver gang fortalte de mig, at de ikke er i stand til at gøre dette for mig. Den 3. oktober anmodede jeg dog om, at min tabsgrænse blev deaktiveret. Cirka 12 timer efter min første anmodning om at deaktivere min tabsgrænse, talte jeg med en agent ved hjælp af online supportchatten og spurgte, om de kunne deaktivere min tabsgrænse, før ventetiden på 24 timer var afsluttet, og operatøren deaktiverede min tabsgrænse tidligt. Som tidligere nævnt har jeg talt med en række andre agenter om at få min tabsgrænse deaktiveret inden 24 timers tidsrammen, men hver gang hver eneste anden agent har fortalt mig, at jeg skal vente hele 24 timer, fordi det er i deres ansvarlige spil. vilkår og betingelser. Der var kun denne ene gang, hvor de deaktiverede det, før ventetiden på 24 timer var afsluttet. Som følge heraf mener jeg, at de har overtrådt deres vilkår og betingelser for ansvarligt spil.
Jeg har været i kontakt med operatørens supportpersonale via e-mail såvel som ledere, men de er ikke i stand til at give mig et klart svar, der adresserer mine bekymringer. Til at begynde med fik jeg at vide, at deres system ikke vil tillade, at tabsgrænsen deaktiveres før ventetiden på 24 timer. Da jeg så fremlagde bevis for det, fortalte de mig, at de handlede efter min anmodning for at gøre min spiloplevelse mere behagelig. Det ville jeg have troet, hvis hver gang jeg anmodede om, at min tabsgrænse blev deaktiveret, de deaktiverede den før ventetiden på 24 timer. Men som nævnt før, ud af de mange gange, jeg har anmodet om, at min tabsgrænse skal deaktiveres tidligt, gjorde de det kun én gang for mig. Derudover står der ingen steder i kasinoets vilkår og betingelser, at tabsgrænsen kan fjernes, før 24 timers venteperiode er fuldført efter anmodning fra spilleren. Det betyder ikke engang noget, der ligner det. Det eneste, der står, er, at hver spiller skal vente hele 24 timer, før deres tabsgrænse deaktiveres.
Når alt dette er sagt, føler jeg, at de tydeligvis har forsømt at overholde deres pligt til omsorg og håndhæve deres egne vilkår og betingelser vedrørende ansvarligt spil. Det er ikke spillerens ansvar at overholde casinoets vilkår og betingelser. Det er operatørens ansvar. Bare fordi nogen beder om at bryde en politik, giver det slet ikke operatøren ret til at bryde politikken. Som jeg sagde før, er denne politik noget, der betød meget for mig, fordi det gav mig tid til at køle af og ikke miste mere. De undlod at håndhæve deres egen politik, og det er en klar overtrædelse af deres vilkår og betingelser. Hvis supportpersonalet havde fjernet min tabsgrænse, hver gang jeg anmodede om den fjernet, så ville jeg ikke tænke to gange over denne politikovertrædelse. Men da det kun var den ene gang, er dette en klar indikation af, at deres vilkår og betingelser er blevet brudt på deres ende. Hvis deres vilkår og betingelser i det mindste antydede, at tabsgrænsen kan deaktiveres efter anmodning fra spilleren, ville jeg ikke skrive denne klage. Det står der dog ikke noget om overhovedet. Dette er endnu en indikation på, hvorfor jeg mener, at de har brudt deres vilkår og betingelser. Desuden de e-mails, jeg har vedrørende denne overtrædelse med supportpersonale og ledelse; de har ændret deres svar og har slet ikke givet klare svar på mine spørgsmål og bekymringer. Såsom hvordan de oprindeligt fortalte mig, at deres software ikke vil lade dem deaktivere grænsen, før tidsrammen på 24 timer er gået. Dette er igen en indikation af, at de har overtrådt deres vilkår og betingelser for ansvarligt spil. Adskillige gange har jeg spurgt dem, hvor i deres vilkår og betingelser for ansvarligt spil det endog i ringe grad indebærer, at tabsgrænsen kan fjernes, før de 24 timers venteperiode er afsluttet, men de har ikke svaret en gang på mit spørgsmål. Dette er endnu en indikation på, at de har overtrådt deres egne vilkår og betingelser.
Da min tabsgrænse blev deaktiveret i begyndelsen af oktober (før 24 timers tidsrammen var fuldført), endte jeg med at miste en sum af bitcoin (omtrent 0,7 btc). Jeg håber at få kompensation for det beløb, som jeg mistede i det tidsrum, hvor ventetiden på 24 timer skulle have været opretholdt og implementeret som angivet i deres politik for ansvarligt spil.
Hello, I am writing this with regards to a violation of the responsible gambling terms and conditions as indicated on the operators website. After months of speaking with a few of their agents and asking the same question I have made a complaint. The casino responsible gambling policy clearly states that upon request of disabling a loss limit, the player must wait a 24 hour waiting period before the loss limit is disabled. This policy is something that I highly relied on as it gave me time to cool off and stop and think before losing any more than I could afford.
I have made numerous loss limits and disabled them numerous times. A number of times, I attempted to contact support to see if my loss limit could be disabled before the 24 hour waiting period but each time they told me they are unable to do this for me. However, on October 3rd I requested that my loss limit be disabled. About 12 hours after my initial request to disable my loss limit, I spoke to an agent using the online support chat and asked if they could disable my loss limit before the 24 hour waiting period was complete and the operator disabled my loss limit early. As previously mentioned, I have spoken to a number of other agents about getting my loss limit disabled before the 24 hour time frame, but each time every single other agent has told me I must wait the full 24 hours because it is in their responsible gambling terms and conditions. There was only this one time where they disabled it before the 24 hour waiting period was completed. As a result, I believe that they have violated their responsible gambling terms and conditions.
I have been in contact with the operators support staff via email as well as managers but they are unable to provide me with a clear answer that addresses my concerns. Initially I was told that their system will not allow the loss limit to be disabled before the 24 hour waiting period. Then when I provided evidence of it, they told me they were acting upon my request to make my betting experience more enjoyable. I would have believed this if every time I requested my loss limit to be disabled, they did disable it before the 24 hour waiting period. But as mentioned before, out of the numerous times I have requested my loss limit to be disabled early, they only did it one time for me. Additionally, nowhere in the casino's terms and conditions does it state the loss limit may be removed before the 24 hour waiting period is complete upon request of the player. It does not even remotely imply something similar to that. The only thing it states is that each player must wait the full 24 hours before their loss limit is disabled.
With all of this said, I feel as though they have clearly neglected to uphold their duty of care and enforce their own terms and conditions regarding responsible gambling. It is not the players responsibility to uphold the casinos terms and conditions. That is the responsibly of the operator. Just because someone asks to break a policy does not at all give the operator the right to break the policy. As I stated before, this policy is something that meant a lot to me because it gave me time to cool off and not lose any more. They failed to enforce their own policy and that is a clear violation of their terms and conditions. If the support staff had removed my loss limit every time I requested it to be removed, then I would not think twice about this policy violation. However, since it was only the one time, this is a clear indication that their terms and conditions have been broken on their end. If their terms and conditions even remotely implied that the loss limit can be disabled upon request of the player, I would not be writing this complaint. However, it does not state anything about that whatsoever. This is another indication on why I believe they have broken their terms and conditions. Furthermore, the emails I have regarding this violation with support staff and management; they have been changing their responses and not providing clear answers to my questions and concerns at all. Such as how they initially told me their software will not let them disable the limit before the 24 hour time frame is up. This again is another indication that they have violated their responsible gambling terms and conditions. Numerous times I have asked them where in their responsible gambling terms and conditions it even remotely implies that the loss limit may be removed before the 24 hour waiting period is complete but they have not responded even one time to my question. This is another indication that they have violated their own terms and conditions.
When my loss limit was disabled early in October (before the 24 hour time frame was complete) I ended up losing a sum of bitcoin (roughly 0.7 btc). I am hoping to get compensation for the sum that I lost during the time that the 24 hour waiting period should have been upheld and implemented as stated in their responsible gambling policy.
