The player from the Netherlands detailed a lengthy history of gambling addiction that began when he was 17, including activities such as bypassing location restrictions and neglecting self-exclusion measures. Despite multiple requests for assistance regarding his gambling-related issues and informing the casino that his gambling had destroyed his life, the casino continued to engage him without providing adequate protection or support. He sought to dispute the negative balance of his withdrawals and deposits or to reach an agreeable amount with the casino. The complaint was rejected as the Complaints Team concluded that without a formal self-exclusion request from the player, they were unable to assist further. The player was advised on how to properly request self-exclusion in the future, and the complaint was closed.
Spilleren fra Holland beskrev en lang historie om ludomani, der begyndte, da han var 17, inklusive aktiviteter som at omgå lokalitetsrestriktioner og forsømme selvudelukkelsesforanstaltninger. På trods af flere anmodninger om hjælp vedrørende hans gambling-relaterede problemer og informere kasinoet om, at hans gambling havde ødelagt hans liv, fortsatte kasinoet med at engagere ham uden at yde tilstrækkelig beskyttelse eller støtte. Han forsøgte at bestride den negative saldo af hans hævninger og indskud eller at nå et acceptabelt beløb med kasinoet. Klagen blev afvist, da klageteamet konkluderede, at uden en formel anmodning om selvudelukkelse fra spilleren, var de ikke i stand til at hjælpe yderligere. Spilleren blev rådgivet om, hvordan man korrekt anmoder om selvudelukkelse i fremtiden, og klagen blev lukket.
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