Problem med selvudelukkelse

Hej alle. Jeg ville spørge, om nogen har haft et lignende problem med selvudelukkelse i SilverPlay.

I mit tilfælde, da jeg anmodede om selvudelukkelse via chat/support, blev min konto ikke lukket med det samme. I stedet blev jeg bedt om at sende en e-mail til en anden adresse. I den periode tillod manglen på en automatisk blokering mig at give efter for impulsen og fortsætte med at indbetale og tabe penge.

Jeg har i øjeblikket en afsluttet klage her hos Casino Guru markeret som "Uløst" (med en bøde for casinoet), og jeg har allerede formelt eskaleret sagen til Anjouan-myndigheden. Jeg har dog ikke modtaget yderligere svar fra casinoet.

Har nogen, der har oplevet en overtrædelse af reglerne for ansvarligt spil hos denne udbyder, fået en refusion eller modtaget et svar fra tilsynsmyndigheden? Jeg ville sætte pris på, hvis nogen kunne dele deres oplevelse eller hvordan processen gik for dem.

I can understand why this situation is frustrating, especially if you were already trying to stop gambling and the process required you to send an email to a different address before your account was actually blocked. That delay can create a very real problem for someone who is struggling with impulse control. Not every casino offers an immediate "panic button" or another way to block deposits instantly; quite the opposite, the necessity to send an email to a specific address is quite often.

That said, I would also separate the question of whether the operator handled the self-exclusion request appropriately from the question of whether the subsequent losses should be refunded. The latter will depend on the exact circumstances and, ultimately, on the regulator’s assessment.

For the future, I would also strongly recommend not relying exclusively on the casino to protect you from further gambling. If you know that an impulse can take over during the time it takes to process a self-exclusion request, it may be worth adding another layer of protection yourself, for example, blocking gambling websites/apps and removing easy access to gambling accounts and payment methods. In situations where the impulse is strong, not being able to access the casino at all can be much safer than relying on the operator to react quickly enough.

I hope the regulator gives you a clear answer regarding your case, and if they do, I would be interested to hear what they decided.

Der er også forskel på en almindelig kontolukning og en selvudelukkelse. Jeg ville tydeligt angive årsagen i anmodningen og gemme korrespondancen, så casinoet ikke senere kan hævde, at det blot var en kontolukning.

Hej Radka, agenturet har ignoreret mig den dag i dag. Det, jeg dog formåede at gøre, var at tilføje flere lag for at få adgang til de fleste af pengene ved at sætte alt ind i en fælles investeringsfond, hvor udbetalingstiden er 24 timer, og jeg skiftede indsatserne til Balatro, så jeg har forbedret mig lidt indtil videre.

Exactly. I’d clearly write "self-exclusion due to gambling problems" and keep every email. That leaves much less room for the casino to call it a normal account closure later.

Hi,

perhaps the complaint you have raised will help us, if needed, to better inform the operator of how self-exclusion due to gambling addiction or risk could be better applied. It would be good to have a panic button in every casino for the better protection of the player, instead of waiting for days for account closure. Of course, I'm glad you found some way yourself.

Hvis de skulle informere dig, ja, det jeg ville forbedre er muligheden for at håndtere selvudelukkelse, eller at hvis nogen beder dig om at lukke deres konto, skal det gøres, i stedet for at de gemmer sig bag de vilkår og betingelser, der giver dem mulighed for at lukke din konto på 10 hverdage. Jeg tror, ​​at med det kunne andre i min situation undgå mit problem.

Hey there. I understand what you're saying, and I agree that when a player clearly asks for the account closure due to gambling addiction, the action should follow as soon as possible. For any other cases I get, it is, let's say, practically easier to get such a long deadline.

It's important to be aware of the casino rules because, just as you said, such knowledge could prove useful for vulnerable players.

Problemet, Radka, er, at både i mit tilfælde med Silverplay, hvor jeg ikke fik nogen hjælp, og Megapari, hvor jeg begik den samme fejl igen, forsinkede supportteamet lukningen af ​​kontoen, så at netop denne situation opstod. Jeg håber, at dette ikke sker for andre.

Ten business days is way too long when someone clearly asks for self-exclusion because of gambling problems. In that situation the account should be blocked first, not left open while support takes its time.

Hello, I understand this is your perspective and my colleagues will therefore assess both situations in cooperation with you. I wish players at risk would have more chances to avoid registering at online casinos.

I det mindste var jeg i stand til at få de fleste af de penge, jeg kunne, så jeg har løst 50% af problemet.

If this is what matters the most, of course—and I'm glad for you.

From a longer-term perspective, though, it may be more beneficial to focus your efforts on not registering with or playing at casinos, which is certainly no small task, so I hope you stay safe.

Putting your money somewhere that takes 24 hours to access is actually a smart move. That delay gives the impulse time to cool off, which can be more useful than relying on casino support to react fast.