Kære Winscore Casino ,
Tak for din besked. Spilleren nævnte dog eksplicit gambling-relaterede bekymringer i flere anmodninger om at lukke deres konto ved at bruge ordlyd, der umiddelbart skulle have udløst en advarsel. Som sådan skulle kontoen have været lukket permanent, uden mulighed for at spilleren kunne anmode om genåbning, og bestemt ikke automatisk efter en bestemt periode slutter.
Derudover er det, du refererer til som " hurtig handling ", faktisk mere end to måneder fra den første anmodning den 10. september 2024 til lukningen i midten af november. Din fortolkning af foranstaltninger for ansvarligt spil virker tvivlsomt, især hvis du forventer, at en spiller med et spilproblem vender tilbage og forlænger deres selvudelukkelsesperiode på eget initiativ, når den nærmer sig sin afslutning.
Med hensyn til de efterspurgte dokumenter fra spilleren, vil jeg gerne understrege, at verifikation ikke bør bruges som en grund til at forsinke selvudelukkelsesprocessen. Bekræftelse er faktisk vigtig for at opretholde en fortegnelse over selvudelukkede personer og for at forhindre dem i at åbne nye konti eller tabe flere penge, men dette bør ikke tilsidesætte de øjeblikkelige handlinger, der er nødvendige for at beskytte spilleren . Ansvarlige spilforanstaltninger, især forebyggelse af yderligere spilskader, skal prioriteres. Kasinoet burde have handlet omgående for at forhindre yderligere indbetalinger eller spil, især når spillerens spilproblemer blev anerkendt.
På det tidspunkt bør kasinoet tage ansvar for spillerens fremtidige handlinger, såsom at låse kontoen helt eller i det mindste begrænse transaktioner, såsom indbetalinger eller gameplay. En almindelig praksis er at skifte kontoen til "kun udbetaling"-tilstand i sådanne situationer, hvilket ofte gøres, når der opstår mistanke om problematisk spiladfærd. Det er uklart, hvorfor denne tilgang ikke ville blive vedtaget i selvudelukkelsessager.
For at fortsætte med undersøgelsen beder jeg dig venligst give en liste over spillerens indskud foretaget efter den 10. september 2024 ved at sende den til min e-mail på jakub.m@casino.guru .
Tak for dit samarbejde.
Dear Winscore Casino,
Thank you for your message. However, the player explicitly mentioned gambling-related concerns in several requests to close their account, using wording that should have immediately triggered an alert. As such, the account should have been closed permanently, without the option for the player to request reopening, and certainly not automatically after a specific period ends.
Additionally, what you refer to as "prompt action" is actually more than two months from the initial request on September 10, 2024, to the mid-November closure. Your interpretation of responsible gambling measures seems questionable, especially if you expect a player with a gambling issue to return and extend their self-exclusion period by their own initiative once it nears its end.
Regarding the requested documents from the player, I would like to emphasize that verification should not be used as a reason to delay the self-exclusion process. Verification is indeed important to maintain a record of self-excluded individuals and to prevent them from opening new accounts or losing more money, but this should not override the immediate actions needed to protect the player. Responsible gambling measures, particularly the prevention of further gambling harm, must take priority. The casino should have acted promptly to prevent further deposits or gameplay, especially once the player's gambling issues were acknowledged.
At that point, the casino should take responsibility for the player's future actions, such as locking the account entirely or at least restricting transactions, like deposits or gameplay. A common practice is to switch the account to "withdrawal-only" mode in such situations, which is often done when any suspicion of problematic gaming behavior arises. It is unclear why this approach would not be adopted in self-exclusion cases.
To continue with the investigation, I kindly ask that you provide a list of the player's deposits made after September 10, 2024 by sending it to my email at jakub.m@casino.guru.
Thank you for your cooperation.
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Med venlig hilsen, Kora76
