Selvudelukkelse og lukning af konto (midler)

tirion365

Guld

Norge

5 måneder siden

Original

Oversættelse

Hej.

Jeg er afhængig af spil, men jeg kan ikke holde op med at spille. Jeg har haft flere klager over dette hos Casino Guru (nogle har jeg vundet, andre har jeg ikke).

Jeg har i øjeblikket en konto på et casino og har været heldig (og har optjent €8.350). Casinoet tager lang tid om at behandle udbetalinger, og de har en meget lav grænse (€850 pr. dag), så hvis jeg fortsætter med at holde kontoen åben, ender jeg med at miste alt.

Jeg spurgte på casinoet om, hvad der sker med saldoen, hvis en spiller bliver afhængig af spil, og de fortalte mig, at kontoen er lukket, og gevinsterne konfiskeret.

Jeg vil gerne vide, om dette er fair, og hvis min konto er blokeret, om jeg har nogen chance for at vinde klagen med hjælp fra Casino Guru.

Jeg sætter pris på hjælpen på forhånd. Med venlig hilsen.

Automatisk oversættelse:

Radka

tirion365

Social Media & Community Specialist

tirion365

5 måneder siden

Original

Oversættelse

Hello, and thank you for reaching out and for being honest about your situation. I understand this is very difficult for you.

Casinos have different policies regarding responsible gambling, including limits on withdrawals or account closure for players showing signs of gambling-related harm. If an account is closed due to gambling addiction, it is often treated as part of their internal responsible gambling policy, which can unfortunately include forfeiting winnings, depending on their terms and conditions.

Whether such a decision is "fair" depends on the casino’s terms and the context of the situation. Generally, if the casino acted according to its published rules and responsible gambling policies, complaints about account closure or confiscation of winnings need to be investigated properly with Casino Guru’s assistance.

That said, my colleagues may advise you on the complaint process, help you check if the casino’s policies were applied correctly, and make sure your complaint is heard. But please be aware that there is no guarantee of winning the complaint. It always depends on the findings and concrete situation. So, go ahead and complain; it's free, so there's no need to worry about the consequences.

Most importantly, if you feel that gambling is becoming harmful, it may be safer to self-exclude from the casino or seek support from responsible gambling services in your country. This is often the most effective way to protect both your health and your remaining funds.

Here are some links to organizations that can help:

https://casino.guru/responsible-gambling-guide/problem-gambling-help-centers

Also, third-party tools may assist you in staying away from casinos.

https://casino.guru/responsible-gambling-guide/responsible-gambling

I'll be around if you want to talk more.

tirion365

Guld

Norge

5 måneder siden

Original

Oversættelse

Hej Radka.

Tak for dit svar.

Dit svar er ikke klart for mig. Jeg forstår, at hvert casino håndterer ansvarligt spil forskelligt, men ville det være fair at miste en kontosaldo for at fortælle casinoet, at man er afhængig af spil?

Lad mig forklare: Hvis jeg nu informerer casinoet om min ludomani og anmoder om permanent lukning, og casinoet lukker min konto, skal jeg så miste de 8.000 euro, jeg vandt på fair vis?

Jeg kan ikke indgive en klage, fordi jeg ikke har lukket min konto, af frygt for, at når jeg lukker den, vil Casino Guru fortælle mig, at casinoet har ret til at konfiskere mine penge.

Automatisk oversættelse:

tirion365

Guld

Norge

5 måneder siden

Original

Oversættelse

Jeg ved ikke, om jeg har forklaret mig godt nok (jeg er meget nervøs). Det, jeg gerne vil vide, er Giru Casinos holdning i en situation som denne. Jeg ved allerede, at om jeg modtager pengene eller ej, i sidste ende afhænger af casinoets ønsker.

tak

Automatisk oversættelse:

Radka

tirion365

Social Media & Community Specialist

tirion365

5 måneder siden

Original

Oversættelse

Hello, don't worry, I understand. However, I believe I explained that our approach always depends on the concrete situation, which is investigated through the complaint. all things I mentioned earlier will be considered as well as your and the casino's comments.

Each situation is considered separately. Self-exclusion and gambling harm are delicate matters. Therefore, the positions depend on the specific events that have occurred in these circumstances.

The complaint is the best way to get a clear explanation of what we believe is fair in this particular situation.

tirion365

Guld

Norge

5 måneder siden

Original

Oversættelse

Okay, mit spørgsmål var: Skal jeg forsøge at hæve mine penge lidt efter lidt (jeg har læst, at det kan tage måneder at få udbetalt) og risikere ikke at kontrollere min trang til at spille, eller skal jeg anmode om lukning og risikere slet ikke at få udbetalt pengene.

Tak for dine ord også

en pervers

Automatisk oversættelse:

Radka

tirion365

Social Media & Community Specialist

tirion365

5 måneder siden

Original

Oversættelse

Oh, I see, you're trying to figure out whyt you should do.

Well, never hide compulsive gambling once you feel that, I'd say. The casino should act as they have stated in the rules. However, I have no idea what is written there, and a self-exclusion request due to gambling addiction does not mean you will be paid immediately. It means you aim to close your account to avoid losing control. So the money may also be divided into several amounts, yet you won't access the account anymore.

Does it make sense, please?

tirion365

Guld

Norge

5 måneder siden

Original

Oversættelse

Jeg ved faktisk ikke, hvordan jeg skal komme videre.

For et par dage siden spurgte jeg casinoet, uden at give nogen detaljer, hvad der ville ske med kontosaldoen, hvis en ludomani rapporterede sit problem. De fortalte mig, at de ville konfiskere saldoen.

Det pågældende casino er Immerion. Selvom du vurderer det højt, har det modtaget utallige klager over, at det tager så lang tid at behandle udbetalinger (nogle gange op til 4 måneder). Jeg vil ikke kunne holde ud så længe uden at spille for saldoen på min konto.

Automatisk oversættelse:

Radka

tirion365

Social Media & Community Specialist

tirion365

4 måneder siden

Original

Oversættelse

Hello,

That’s exactly the kind of situation I was referring to earlier. It really depends on the casino and its own responsible gambling rules. The same applies to payout times. Unfortunately, I can’t give you a specific instruction, as I don’t know all the details about your account, the casino’s exact terms, or how your question was worded when you asked them and what they explicitly told you.

In general, if the casino processes withdrawals slowly, it will probably pay the money eventually, just not as fast as you’d hope. Especially Immerion. But if you feel that keeping the account open is putting you at serious risk of gambling again, your safety really should matter.

It does sound strange, and quite concerning, that a casino would confiscate winnings simply because a player admits to having a gambling problem. That’s not what responsible gambling should look like. However, this is exactly why we assess every situation individually through the complaint process, with both sides’ input and evidence.

So, the best advice is to keep all communication with the casino and let my colleagues know through a complaint feature if something goes wrong. Feel free to submit it straight away if you feel you could use our mediator right from the start: https://casino.guru/complaints/create 👈

Radka

tirion365

Social Media & Community Specialist

tirion365

4 måneder siden

Original

Oversættelse

Hello, I just wanted to say you did the right thing with the complaint, and I expect it will soon be moved to one of our self-exclusion specialists, to be honest, it looks very weird to me; however, I'm not very familiar with the details.

In any case, it was a good call!

tirion365

Guld

Norge

4 måneder siden

Original

Oversættelse

Radka, jeg ville gerne takke dig for støtten og rådene de sidste par dage.

I sidste ende afviste casinoet min anmodning om selvudelukkelse, fordi jeg stadig havde en saldo på min konto, og jeg endte med at tabe alt. Jeg har vist ingen ret til at gøre krav på noget på trods af den dårlige håndtering af ansvarligt spil.

Som jeg sagde før, synes jeg ikke, at casinoet fortjener den vurdering, du giver det (og jeg siger ikke kun dette på grund af min sag, men fordi årsagen til alle deres klager altid er den samme: enten indgiver du en klage, eller også betaler de dig ikke).

Sårbare spillere som mig er fuldstændig hjælpeløse overfor casinoer som dette.

Tak igen for din opmærksomhed. Det har været en fornøjelse.

Automatisk oversættelse:

Radka

tirion365

Social Media & Community Specialist

tirion365

4 måneder siden

Original

Oversættelse

Hello,

I read a part of the complaint and I've got the same impression. In my opinion, this is not the proper response to self-exclusion due to gambling addiction; to me, it sounds like they considered your request as the "usual" account closure request.

Well, I would say that everything still needs to be clarified with the casino. Try to hold on, please. My colleague will investigate this matter thoroughly.

Stay strong!

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