Tak for din tålmodighed, mens du venter på vores svar.
Vi har tidligere accepteret ukrainske spillere. Men på det tidspunkt, hvor kunden havde registreret sig på vores hjemmeside, havde vi allerede været i gang med at lukke vores tjenester til det ukrainske marked. Da det teknisk set kræver involvering af vores platformsudbyder, kunne vi ikke forudsige den nøjagtige dato for at have denne særlige hjemmeside skin down.
Om aftenen den 11. juli 2023 blev Ukraine fjernet fra registreringsformularen på vores hjemmeside, og ingen nye registreringer var tilladt fra dette marked. Vi havde godtgjort hver kunde fra det pågældende marked i form af eventuelle økonomiske forpligtelser, de var kvalificerede til på det tidspunkt.
Med hensyn til denne særlige sag - vores klient faldt ikke kun under denne gruppe af spillere, men hans konto blev også gennemgået og markeret af Risk Management Team (se detaljerne nedenfor). Han blev underrettet om begge årsager, hver gang en af dem fandt sted i overensstemmelse hermed, hvilket betyder, at supportrepræsentanter gav kunden besked om både Risk Management-oversigtens endelige beslutning og ved suspendering af markedet, når det først fandt sted teknisk.
Detaljer om BETSSEN-interaktion og trin i forhold til denne sag:
1. Kunden registrerede sig den 10. juli 2023 og på samme dato kontaktede Live Chat for allerførste gang og spurgte om spillegrænser.
2. Næste dag, den 11. juli 2023, efter en ordentlig gennemgang af RM-teamet, fik klienten besked om opsigelse af tjenester med hensyn til hans spillekonto. Som angivet i punkt 12.1 i vores vilkår og betingelser "forbeholder en bookmaker sig retten til at annullere væddemål eller tilbageholde det genererede beløb, uanset indbetalingshistorik, hvis en bruger overtræder nogle af vores vilkår eller baseret på en beslutning truffet af vores risikostyringsteam ."
3. Samme dato den 11. juli 2023 sent på aftenen opdaterede vores platformsudbyder status for den ukrainske markedssuspendering, og på grund af denne kendsgerning var vi også nødt til at refundere og lukke alle de eksisterende ukrainske kunders konti. Da den samme klient også faldt ind under denne handling, var vi som tjenesteudbyder forpligtet til at informere spillere om sådanne globale ændringer direkte. Vi forstår den forvirring, som dette overlappende hændelsesforløb kan have forårsaget for klienten, selvom det delvist ikke var afhængigt af os.
4. Da klienten blev ved med at komme til livechatten om at nægte at hæve det indbetalte beløb, var vores supportrepræsentanter nødt til at afklare årsagen bag henvisningen til punkt 12.1 i GTC (som klienten var blevet informeret om tidligere) – som også var forbundet til 2.1.3 (o) i gældende GTC, hvori det fremgår, at "En person, der ansøger om at blive en kontoindehaver, garanterer og repræsenterer endvidere - o. ikke at være den person, der arbejder i gamblingindustrien." Kunden arbejder i øjeblikket som SEO Team Lead hos et spillefirma, og han havde aldrig underrettet os om nogen relationer til branchen.
5. Da kundens spilleprofil havde et par grunde til at blive suspenderet, kunne BETSSEN ikke fortsætte yderligere serviceydelser til ham. Bemærk også, at BETSSEN undtagelsesvis har refunderet sit indskudte beløb fuldt ud, uanset at han har bestået en KYC-standardprocedure. Klienten havde løbende nægtet at hæve det indskudte beløb, så forsinkelsen var alene forårsaget af ham. Ikke desto mindre fandt tilbagebetalingen sted den 19-07-23. Derudover er hans midler blevet betalt, og hans konto er blevet lukket af ovennævnte årsager.
6. Hvad angår en endelig afklaring, registrerede klienten sig ikke gennem Casino Guru Affiliate Link. Vi kan levere beviser til Casino Guru-ledelsen privat, for ikke at offentliggøre nogen interne værktøjers synlighed offentligt, eller Casino Guru-tilknyttede team kan selv tjekke gennem affiliate-systemets logfiler.
Vi kan ikke forstå, hvad der er meningen med dette krav, da klienten ikke har mistet nogen af sine egne midler, og vi overholdt alle reglerne i GTC, som den samme klient har accepteret ved registreringen.
Vi har allerede refunderet det indbetalte beløb og finder denne sag irrelevant på nuværende tidspunkt.
Fortæl os venligst, hvis du har yderligere spørgsmål eller har brug for andet, der skal afklares.
BETSSEN Team.
Thank you for your patience while waiting for our response.
We have accepted Ukrainian players in the past. However, at the time when the client had registered on our website, we had already been in the midst of closing our services to the Ukrainian Market. Since technically it takes involvement of our platform provider, we could not predict the exact date of having this particular website skin down.
On the evening of July 11th, 2023 Ukraine was taken down from the registration form on our website and no new registrations were allowed from that market. We had reimbursed each client from that market in terms of any financial obligations they qualified for at that time.
As for this particular case – our client fell not only under this group of players, but also his account was reviewed and marked by the Risk Management Team (see the details below). He was notified about both reasons each time one of them occurred accordingly, meaning that Support Representatives let the client know upon both Risk Management overview final decision and upon suspending the market once it took place technically.
Details of BETSSEN interaction and steps in regards to this case:
1. The client registered on July 10th, 2023 and on the same date reached out to the Live Chat for the very first time asking about gaming limits.
2. The next day, July 11th, 2023 after a proper review by RM team, the client got notified about services termination in regards to his gaming account. As stated in point 12.1 of our Terms and Conditions "a bookmaker reserves the right to void bets or withhold the balance generated amount, regardless of deposit history, if a user violates any of our terms or based on a decision made by our Risk Management team."
3. The same date July 11, 2023 late evening our platform provider updated the status of the Ukrainian market suspension and, due this fact as well, we had to reimburse and close all the existing Ukrainian clients’ accounts. Since the same client also fell under this action, as the service provider we were obligated to inform players about such global changes directly. We understand the confusion which this overlapping sequence of events may have caused to the client, though partly it did not depend on us.
4. As the client kept coming to the Live chat about refusing to withdraw the deposited amount, our Support Representatives had to clarify the reason behind the reference to point 12.1 of GTC (which the client had been informed about earlier) – which was also linked to 2.1.3 (o) of current GTC stating that "An individual applying to become an Account Holder furthermore warrants and represents - o. not to be the person who works in the gambling industry." The client is currently working as an SEO Team Lead at a gambling company and he had never notified us about any relations to the industry.
5. As the client’s gaming profile had a few reasons to be suspended, BETSSEN could not continue further service provision to him. Please also note that BETSSEN has exceptionally refunded his deposited amount fully, regardless of passing any KYC standard procedure. The client had continuously refused withdrawing the deposited amount, so the delay was caused by him only. Nonetheless, the refund took place on 19-07-23. In addition, his funds have been paid and his account has been closed for the aforementioned reasons.
6. As for a final clarification, the client did not register through the Casino Guru Affiliate Link. We can provide evidence to Casino Guru management privately, as to not to post any internal tools visibility in public, or Casino Guru affiliate Team can check through the affiliate system logs themselves.
We cannot understand what is the point of this claim, since the client has not lost any of his own funds and we kept all the rules of GTC, which the same client has accepted upon registration.
We have already refunded the deposited amount and find this case irrelevant at this time.
Please let us know if you have any further questions or need anything else to be clarified.
BETSSEN Team.
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