Kære Limonedag97,
Selvom denne klage tidligere var markeret som uløst, har vi fortsat vores kommunikation med kasinoets repræsentanter i et forsøg på at finde en løsning.
Vi har for nylig indhentet yderligere oplysninger og beviser fra casinoets sikkerhedsteam, som ikke var tilgængelige på det tidspunkt, hvor din klage blev indgivet. Denne nye information ændrer væsentligt vores forståelse af situationen.
Vi er blevet opmærksomme på, at din søn, Antonino, højst sandsynligt har tilgået din konto på den samme enhed (samme enheds-id, samme browser-cookie), hvilket er strengt imod kasinoreglerne, især i betragtning af hans forudgående indrømmelse af hasardspilproblemer og lukningen for egen regning efter anmodning.
Desuden har du tidligere erkendt at bruge din søns bankkort til indbetalinger på din casinokonto (vi har modtaget din livechat-samtale om dette), hvilket udgør en alvorlig overtrædelse af eventuelle casinoregler.
Processen med at indsamle disse oplysninger tog noget tid, da de pågældende begivenheder fandt sted for et stykke tid siden, hvilket gjorde det noget udfordrende at få fat på. Det er dog standardpraksis for kasinoer at opbevare optegnelser over sådanne hændelser, især i tilfælde som dette.
På baggrund af de nye beviser, skal vi revidere resultatet af din klage, da det er konstateret, at der var en klar overtrædelse af casinoets vilkår, og casinoteamet handlede i overensstemmelse med de fastlagte regler.
Jeg anbefaler dig kraftigt at overholde reglerne for ethvert casino, du vælger at tilslutte dig i fremtiden, og sikre, at det kun er dig, der har adgang til din konto, og at du bruger en betalingsmetode, der er registreret i dit navn, for at forhindre lignende problemer i at opstå.
Jeg vil nu fortsætte med at lukke denne klage som afvist.
Skulle du støde på problemer med dette eller et andet casino i fremtiden, er du velkommen til at kontakte os, og vi vil gøre vores bedste for at hjælpe.
Venlig hilsen,
Michal
Casino Guru
Dear Limonedag97,
While this complaint was previously marked as unresolved, we have continued our communication with the casino representatives in an effort to seek a resolution.
We have recently obtained additional information and evidence from the casino security team that was not available at the time your complaint was filed. This new information significantly alters our understanding of the situation.
It has come to our attention that most likely your son, Antonino, accessed your account on the same device (same device ID, same browser cookie) which is strictly against the casino rules, especially considering his prior admission of having gambling issues and the closure of his own account at his request.
Furthermore, you previously acknowledged using your son's bank card for deposits into your casino account (we have received your livechat conversation about this) which constitutes a serious violation of any casino rules.
The process of gathering this information took some time, as the events in question occurred a while ago, making it somewhat challenging to obtain. However, it is standard practice for casinos to retain records of such incidents, particularly in cases like this.
Given the new evidence, we must revise the outcome of your complaint, as it has been established that there was a clear violation of the casino's terms, and the casino team acted in accordance with the established rules.
I strongly advise you to adhere to the rules of any casino you choose to join in the future, ensuring that only you have access to your account and that you use a payment method registered in your name to prevent similar issues from arising.
I will now proceed to close this complaint as rejected.
Should you encounter any issues with this or any other casino in the future, please feel free to reach out to us and we will try our best to help.
Best regards,
Michal
Casino Guru
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