Kære eduardastefany979,
Desværre er vi nået til et punkt, hvor vi ikke er i stand til at komme videre med denne klage. Vi har sendt adskillige e-mails og forsøgt at kommunikere med live chat-repræsentanter såvel som med affilierede teammedlemmer. Desværre var alle bestræbelser på at løse enhver form for problemer forgæves. Der er ikke meget, der kan gøres nu uden casinoets samarbejde.
Desværre er vi tvunget til at lukke din klage som "uløst". Dette vil påvirke casinoets samlede vurdering.
Jeg forstår, at dette ikke er en tilfredsstillende løsning på dit problem, men faldet i vurderingen forårsaget af uløste klager kan ændre kasinoets tilgang.
Hvis casinoet beslutter sig for at reagere, genåbner vi klagen, og du vil blive underrettet via e-mail.
Som det er nævnt i Bet365 casinos procedure for løsning af klager og tvister her:
"Hvis du ikke er tilfreds med vores svar, kan du anmode om en eskalering, som vil blive overvåget af et medlem af vores Customer Service Management team. Dette skal ses som bet365's endelige svar.
Hvis du ikke er indforstået med vores endelige svar, kan du henvise din klage til eCommerce and Online Gaming Regulation and Assurance ( eCOGRA ) eller via Online Dispute Resolution ( ODR ) platformen."
Jeg tror, bet365 falder ind under MGA-licensen for spillere fra Brasilien eller Nigeria, så i mellemtiden anbefaler jeg dig at kontakte Malta Gaming Authority ( https://www.mga.org.mt/support/online-gaming-support/ ) og indgive en klage til dem. Det er en god licensmyndighed og har bedre muligheder og værktøjer til at hjælpe spillere. Fortæl mig venligst, hvordan MGA reagerede ( michal.k@casino.guru )
Vi ville ønske, at vi kunne være til mere hjælp.
Med venlig hilsen
Michal
Casino Guru
Dear eduardastefany979,
Unfortunately, we have come to a point, where we are not able to move forward with this complaint. We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue were unsuccessful. There is not much that can be done now without the casino's cooperation.
Sadly, we are forced to close your complaint as "unresolved." This will affect the overall rating of the casino.
I understand this isn't a satisfactory solution to your issue however, the decrease in rating caused by unresolved complaints could change the casino's approach.
If the casino decides to react, we will reopen the complaint and you will be notified by email.
As it's mentioned in Bet365 casino's Complaints and Disputes Resolution procedure here:
"If you are not satisfied with our response, you can request an escalation which will be overseen by a member of our Customer Service Management team. This should be viewed as bet365’s final response.
If you are not in agreement with our final response you can refer your complaint to the eCommerce and Online Gaming Regulation and Assurance (eCOGRA) or via the Online Dispute Resolution (ODR) platform."
I believe bet365 falls under the MGA license for players from Brazil or Nigeria so in the meantime, I recommend you to contact the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) and submit a complaint to them. It's a good licensing authority and has better options and tools to help players. Please let me know how the MGA responded (michal.k@casino.guru)
We wish we could be of more help.
Best Regards
Michal
Casino Guru
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