Kære Winscore Casino,
Vi hos Casino.Guru mener, at hvis en spiller henvender sig til casinoet med anmodningen om selvudelukkelse på grund af et spilleproblem, bør denne anmodning behandles med største betydning.
Først og fremmest forstår jeg, at der er en nødvendig tidsramme for at håndtere den slags anmodninger, da de skal sorteres fra manuelt. Men i dette tilfælde mener jeg, at tidsrammen bare var for lang. Hele processen bør ikke tage mere end et par dage. 13 dage er meget lang tid.
For det andet, hvis en spiller henvender sig til kasinoet med anmodningen om selvudelukkelse på grund af et spilproblem, bør hans konto lukkes permanent . Desuden havde spilleren allerede nævnt i sin e-mail, at han ønskede at udelukke sig selv permanent.
Kan du bekræfte, at spilleren indbetalte 47 euro den 13. april?
Dear Winscore Casino,
We at Casino.Guru believe that if a player reaches out to the casino with the request of self-exclusion due to a gambling problem, this request should be treated with utmost importance.
First of all, I understand that there is a necessary timeframe to deal with those kinds of requests, as they have to be sorted out manually. However, in this case, I believe that the timeframe was just too long. The whole process should not take more than a few days. 13 days is a very long time.
Second of all, if a player reaches out to the casino with the request for self-exclusion due to a gambling problem, his account should be closed permanently. Moreover, the player had already mentioned in his email that he wished to self-exclude himself permanently.
Could you confirm that the player deposited 47 euros on the 13th of April?
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