Vi har genåbnet denne klage i henhold til kasinoets anmodning. Vi vil gerne give denne sag endnu en chance for at blive løst og hjælpe begge involverede parter med at nå frem til en tilfredsstillende afslutning.
Yderligere kommentarer fra kasinoet:
Hej Petronela,
Vi vil gerne løse sagen. Tillad os at besvare dine spørgsmål.
"Kan du bekræfte, om du har modtaget en anmodning fra spilleren via dit interne system i marts 2023, der udtrykkeligt angiver deres ønske om permanent at lukke deres konto på grund af et spilproblem?"
- Klienten bad om at lukke sin konto via intern besked på siden, derfor blev kontolukningen ikke udført af den relevante afdeling, som kun de har mulighed for selv at udelukke spillere.
"Hvad foranledigede den første seks måneders lukning og den efterfølgende permanente blokering i november uden mulighed for genåbning?"
- På grund af at klienten ikke ansøgte om selvudelukkelse i den ønskede form, blev kontoen automatisk åbnet efter 6 måneder og behandlet som almindelig kontolukning. Når dette skete, så kunden muligheden for at indbetale og spille risikofrit på vores side, og hvis han vandt, ville han hæve pengene, og hvis han tabte, ville han klage og bede om en refusion.
Hvis kunden indsender en anmodning om selvudelukkelse til den anmodede e-mailadresse som angivet i vilkårene og betingelserne, og vi forsømmer at lukke kontoen, tager vi ansvaret og refunderer pengene.
I dette tilfælde kan vi tydeligt se, at kunden handlede i ond tro for at udnytte situationen
We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.
Additional comments from the casino:
Hello Petronela,
We want to solve the case. Please allow us to answer your questions.
"Could you confirm whether you received a request from the player via your internal system in March 2023, explicitly stating their desire to permanently close their account due to a gambling problem?"
- The client asked to close his account through internal message on the site, therefore the account closure was not done by the relevant department which only they have the possibility to self exclude players.
"What prompted the initial six-month closure and the subsequent permanent block in November without the option for reopening?"
- Due to the fact that the client did not applied for self exclusion in the requested form, the account was automatically opened after 6 months and been treated as regular account closure. Once this happened, the customer saw the opportunity to deposit and play risk-free on our site, and if he won, he would withdraw the funds, and if he lost, he would complain and ask for a refund.
If the customer submits a request for self-exclusion to the requested email address as stated in the terms and conditions, and we neglect to close the account, we will take responsibility and refund the money.
In this case, we can clearly see that the customer acted in bad faith to take advantage of the situation
Automatisk oversættelse:
