The player from Germany had won 1200 euros but had requested a time-out period, during which his account was reactivated prematurely after he answered questions. He lost his winnings immediately after reactivation and requested a refund, arguing that the casino had violated its own policy by allowing account access before the break period ended. The issue was resolved by concluding that the casino's actions did not constitute a violation justifying a refund, as a time-out was a preventative measure and not a strict self-exclusion. The player was unable to provide sufficient evidence of a gambling problem, which led to the closure of the complaint.
ドイツのプレイヤーは1200ユーロを獲得したが、タイムアウト期間を要求した。この期間に質問に答えた後、彼のアカウントは予定より早く再開された。彼は再開直後に賞金を失い、カジノが休止期間の終了前にアカウントへのアクセスを許可したことで自らのポリシーに違反したと主張して払い戻しを要求した。タイムアウトは予防措置であり、厳格な自己排除ではないため、カジノの行動は払い戻しを正当化する違反には当たらないと結論づけられ、問題は解決した。プレイヤーはギャンブル依存症の十分な証拠を提示できなかったため、苦情は打ち切られた。
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