The player from Spain is facing issues with a casino that allowed him to play while registered with Rgiaj. Since the casino does not have the opportunity to check such information anywhere and did not know about the complainant's self-exclusion/gambling addiction until the player informed them about it by email, basically, he took advantage to register and play in the casino despite his self-exclusion. The player even did not read the terms and conditions and information about gaming license(s) during registration completely or tried to use the situation in order to ask the casino for a refund later. However, his funds were lost by playing. We concluded the casino should refund the player's funds lost during the period between informing the casino about gambling addiction/self-exclusion in his country of residence and account closure. However, there was no activity on the account at the given time. Therefore, we closed the complaint as unjustified and provided the casino with a recommendation regarding the acceptance of such players and/or possible additional processes implementation.
Spilleren fra Spanien står over for problemer med et kasino, der tillod ham at spille, mens han var registreret hos Rgiaj. Da kasinoet ikke har mulighed for at kontrollere sådanne oplysninger nogen steder og ikke kendte til klagerens selvudelukkelse/spilafhængighed, før spilleren informerede dem om det via e-mail, benyttede han sig som udgangspunkt til at registrere og spille i kasinoet på trods af hans selvudelukkelse. Spilleren læste endda ikke vilkårene og betingelserne og informationen om spillelicens(er) under registreringen fuldstændigt eller forsøgte at bruge situationen til at bede casinoet om en refusion senere. Men hans penge gik tabt ved at spille. Vi konkluderede, at kasinoet skulle refundere spillerens tabte midler i perioden mellem at informere kasinoet om ludomani/selvudelukkelse i hans bopælsland og kontolukning. Der var dog ingen aktivitet på kontoen på det givne tidspunkt. Derfor lukkede vi klagen som uberettiget og gav casinoet en anbefaling vedrørende accept af sådanne spillere og/eller mulige yderligere processer implementering.
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