Jeg skriver for at anmode om en tilbagebetaling af mine indskud på Rizk.com, især fra de sidste 6 måneder, da jeg mener, at kasinoet har undladt at opretholde sit ansvar for at forhindre problemspil, som beskrevet i dets politik for ansvarligt spil. Dette kommer efter at have forsøgt at kontakte siden via chat såvel som e-mail, hvor jeg sendte flere formelle e-mails med alle disse oplysninger.
På trods af at jeg udviste adfærd, der tyder på problemspil, såsom lange kontinuerlige spilsessioner og betydelige indskud, blev jeg aldrig præsenteret for et reality-tjek. Desuden var mulighederne for at sætte indbetalingsgrænser, indlede time-outs og selvudelukkelse ikke let tilgængelige, hvilket er i modstrid med deres erklærede ansvarlige spilpraksis.
Utilgængelighed og mangel på virkelighedstjek/skærmoptagelser og skærmbilleder: Jeg har dokumenteret beviser, der viser, at de ansvarlige spilværktøjer ikke er let at finde på siden.
Kontoaktivitet : Fra 2024-07-01 til 2024-07-03 deltog jeg i adskillige lange, uafbrudte spilsessioner, i alt over 15 timer uden nogen realitetstjek-notifikationer.
Kundesupportkommunikation: På trods af at jeg kontaktede kundesupport angående vanskelighederne med at få adgang til disse værktøjer, modtog jeg ingen tilstrækkelig hjælp, og selv efter at have gjort dem opmærksom på dette i chat OG indsendt en formel klage i e-mail var jeg stadig i stand til at få adgang til min konto og indbetaling midler i flere dage.
Ifølge MGA:
Beskyttelse af sårbare personer: Licenshavere skal have procedurer på plads til at identificere og beskytte sårbare personer og skal sikre, at disse procedurer er effektive.
Selvudelukkelse: Licenstagere skal give spillere værktøjer til at udelukke sig selv og skal gøre disse værktøjer let tilgængelige.
Virkelighedstjek: Licenstagere skal levere realitetstjek med jævne mellemrum for at hjælpe spillere med at overvåge deres spilaktivitet.
Manglende overholdelse af disse regler kan resultere i strenge sanktioner, herunder bøder og licens suspension eller tilbagekaldelse.
I betragtning af disse problemer mener jeg, at Rizk.com har forsømt sin pligt til at fremme ansvarligt spil og beskytte sårbare spillere. Derfor anmoder jeg om en fuld tilbagebetaling af mine indskud på i alt $2.691
I am writing to request a refund of my deposits made on Rizk.com, notably from the last 6 months, as I believe the casino has failed to uphold its responsibility in preventing problem gambling, as outlined in its responsible gambling policy. This comes after attempting to contact the site through chat as well as email where I sent several formal emails with all this information.
Despite exhibiting behaviors indicative of problem gambling, such as long continuous gaming sessions and substantial deposits, I was never presented with a reality check. Furthermore, the options to set deposit limits, initiate Time-Outs, and self-exclude were not easily accessible, which contradicts their stated responsible gambling practices.
Inaccessibility and Lack of Reality Checks/Screen Recordings and Screenshots: I have documented evidence showing that the responsible gambling tools are not easily found on the site.
Account Activity: From 2024-07-01 to 2024-07-03, I engaged in several long, uninterrupted gaming sessions, totaling over 15 hours without any reality check notifications.
Customer Support Communications: Despite reaching out to customer support regarding the difficulty in accessing these tools, I received no adequate assistance and even after bringing this to their attention in chat AND submitting a formal complaint in email I was still able to access my account and deposit funds for several days.
According to the MGA:
Protection of Vulnerable Persons: Licensees must have procedures in place to identify and protect vulnerable persons and must ensure these procedures are effective.
Self-Exclusion: Licensees must provide tools for players to self-exclude and must make these tools readily accessible.
Reality Checks: Licensees must provide reality checks at regular intervals to help players monitor their gambling activity.
Failure to comply with these regulations can result in severe penalties, including fines and license suspension or revocation.
Given these issues, I believe Rizk.com has neglected its duty to promote responsible gambling and protect vulnerable players. Therefore, I request a full refund of my deposits totaling $2,691
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