The player from Finland requested to be blocked from the online casino due to their addiction, but they were informed by the live chat that there were no blocks and they were free to deposit and play. However, later they discovered that they should have been excluded. Although the player asked the casino about a possible block before registration and used another email address and other personal information, she provided the casino's CS representative with her true and valid name, surname, DOB, and phone number, which match the personal data that were self-excluded in the past. After more than a month without progress, we decided to close the case as unresolved due to the fact the casino was not able to provide us with the relevant information and details requested despite they were provided with enough extra time on top of our standard timers.
Spilleren fra Finland anmodede om at blive blokeret fra online casinoet på grund af deres afhængighed, men de blev informeret af live chatten om, at der ikke var nogen blokeringer, og de var frie til at indbetale og spille. Men senere opdagede de, at de burde have været udelukket. Selvom spilleren spurgte casinoet om en mulig blokering før registrering og brugte en anden e-mailadresse og andre personlige oplysninger, gav hun casinoets CS-repræsentant sit sande og gyldige navn, efternavn, DOB og telefonnummer, som matcher de personlige data, der var tidligere selvudelukket. Efter mere end en måned uden fremskridt, besluttede vi at lukke sagen som uløst på grund af det faktum, at kasinoet ikke var i stand til at give os de relevante oplysninger og detaljer, der blev anmodet om, på trods af at de fik nok ekstra tid oven i vores standard timere.
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