Kære Tammy2967,
Tak for dine e-mails og de angivne oplysninger.
Du har dog givet mig irrelevante data. I de modtagne e-mails er der intet vigtigt ud fra de data og oplysninger, jeg anmodede om.
Hvorfor sendte du mig kun spilhistorikken, der begyndte den 24. februar 2023, så kun fra det tidspunkt, hvor dine største gevinster blev vundet, i stedet for at sende hele historikken for hele februar 2023, som jeg anmodede om?
Dybest set fandt de vigtigste dele af spilhistorien sted før disse betydelige gevinster. Vi er nødt til at se, hvordan du akkumulerede disse gevinster, og hvor pengene, du vandt, stammer fra.
Derudover anmodede jeg om en anden e-mail - for noget tid siden, en komplet liste over de transaktioner, der blev foretaget fra/til kasinoet (fra din betalingsmetode) og kommunikation mellem dig og din betalingsmetodeudbyder/bank om alle tilbageførsler og derefter transaktioner historie fra din casinokonto (for at forbinde transaktionerne fra din betalingsmetode og transaktionerne på din casinokonto).
Hvordan skal vi venligst bekræfte (fra 2 betalinger af lignende beløb uden nøjagtige tidspunkter) fra det medfølgende skærmbillede, at disse transaktioner overhovedet gik til kasinoet? Og hvordan kan vi bekræfte, at der ikke blev foretaget tilbageførsler senere for disse transaktioner? Ud fra de angivne data er det endda ikke muligt at bekræfte, at betalingerne er relateret til kasinoet, da vi på trods af, at der er en modtagers navn, ikke kan bekræfte, at det tilhører kasinoet.
I øjeblikket ser det således ud:
- Du var heldig nok og vandt $3.750 efter at du lavede en indbetaling med den pågældende indbetalingsbonus og opfyldte omsætningskravene for denne bonus (alt over $3.750 gik tabt ved at spille spil). Du nævnte, at der var nogle udbetalingsproblemer, og du "på en eller anden måde" gik ned til $1.750 på grund af en tilbageført udbetaling. Der er dog et par ting, der ikke giver mening i din version af historien. Hvis der var nogle problemer med udbetaling, hvorfor skulle det så forårsage et fald i dine gevinster?
- Ifølge de angivne detaljer fra casinoet kan jeg se, at indbetalingsbonussen blev aktiveret den 18. februar 2023, og de første betydelige gevinster blev vundet i Keno cirka 3 timer senere. Et par timer senere anmodede du om en hævning på $3.750, så det ser ud til, at dine første gevinster blev opnået, mens du spillede med en aktiv indbetalingsbonus, at du blot vendte din oprindelige udbetaling på $3.750 og gradvist tabte $2.000 fra dette beløb. Men i tilfælde af at du selv tilbageførte din oprindelige udbetaling og mistede en betydelig del af den, hvorfor skulle du så have indsat flere penge (som du hævdede) der, hvis du stadig havde penge nok til at spille fra den tilbageførte udbetaling?
Er det korrekt, at din udbetaling på $3.750 blev foretaget fra gevinster vundet fra din indbetalings- og indbetalingsbonus? Hvis ja, og udbetalingen blev ikke behandlet - så den blev ikke renset for det beløb, der oversteg den maksimale udbetaling fra bonussen på $1.000 (det skal ikke angives på noget særligt sted, fordi generelle vilkår og betingelser gælder, hvis det ikke er angivet ellers i specifikke vilkår og betingelser for en bestemt bonus), er du opmærksom på, at du ved at tilbageføre din oprindelige udbetaling og bruge mere end halvdelen af den mistede næsten 2 gange flere penge, end du var berettiget til at hæve fra den brugte bonus?
Er din casinokonto stadig åben? Hvis ja, kan du så se på mit tidligere indlæg igen og sende mig præcis, hvad jeg krævede, men i en bedre form (Excel-fil eller skærmbilleder)?
Glem venligst ikke indlægget, hvor jeg spurgte dig om dokumenter og data vedrørende alle operationer relateret til den omstridte casinokonto på din betalingsmetode, samt kommunikationen om transaktioner og tilbageførsler mellem dig og din betalingsmetodeudbyder/ bank.
I mellemtiden, hvis dit casino er blokeret igen, vil jeg forsøge at bede casinoet om midlertidigt at genåbne det for dig og give os besked, når det er gjort.
Vi forsøger at hjælpe spillere med at løse deres problemer, men vi kræver også deres fulde og aktive samarbejde. Bare at påstå noget er slet ikke nok. Dine påstande skal understøttes af data.
Bemærk venligst, at når din konto er tilgængelig, hvis du ikke er i stand til at give os alle de ønskede detaljer, vil vi være tvunget til at overveje lukning/afvisning af klager.
Tak for din forståelse. Ser frem til at høre fra dig.
Dear Tammy2967,
Thank you for your emails and the details provided.
However, you provided me with irrelevant data. In the received emails, there is nothing important from the data and information I requested.
Why did you send me only the game history beginning on February 24, 2023, so only from the point your biggest winnings were won, instead of sending the complete history for the entire February 2023 as I requested?
Basically, the most important parts of gaming history occurred before these significant winnings. We need to see how you accumulated those winnings, and where the money from which you won originated.
In addition, regarding another email - some time ago, I requested a complete list of the transactions made from/to the casino (from your payment method) and communication between you and your payment method provider/bank about all the chargebacks, and then transaction history from your casino account (to link the transactions from your payment method and the transactions in your casino account).
How should we please confirm (from 2 payments of similar amounts without exact times) from the provided screenshot that those transactions went to the casino at all? And how can we verify that there were no chargebacks made later for these transactions? From the provided data, it is even not possible to confirm that the payments are related to the casino since despite there being a receiver's name, we cannot confirm it belongs to the casino.
Currently, it looks as follows:
- You were lucky enough and won $3,750 after you made a deposit with the deposit bonus in question, and met the wagering requirements for this bonus (everything above the $3,750 was lost by playing games). You mentioned that there were some cashout issues, and you "somehow" went down to $1,750 because of a reversed withdrawal. However, there are a few things that do not make sense in your version of the story. If there were some issues with cashout, why should it cause a decrease in your winnings?
- According to the provided details from the casino, I can see the deposit bonus was activated on February 18, 2023, and the first significant winnings were won in Keno approximately 3 hours later. A few hours later, you requested a withdrawal of $3,750, so it seems that your first winnings were made while you were playing with an active deposit bonus, that you simply reversed your initial withdrawal of $3,750, and gradually lost $2,000 from this amount. But, in case you reversed your initial withdrawal yourself and lost a significant portion of it, why would you have deposited more funds (as you claimed) there if you still had enough money to play from the reversed withdrawal?
Is it please correct that your withdrawal of $3,750 was made from winnings won from your deposit and deposit bonus? If yes, and the withdrawal was not processed - so it was not cleansed from the amount exceeding the maximum cashout from the bonus of $1,000 (it does not have to be stated in any special place because general terms and conditions apply if it is not stated otherwise in specific terms and conditions for a particular bonus), are you please aware that by the reversals of your initial withdrawal and spending more than a half of it you lost almost 2x more funds than you were entitled to withdraw from the bonus used?
Is your casino account still open? If yes, can you please look at my previous post once again and send me exactly what I required, but in a better form (Excel file or screenshots)?
Please, do not forget about the post where I asked you about the documents and data regarding all the operations related to the disputed casino account on your payment method, as well as the communication about the transactions and chargebacks between you and your payment method provider/bank.
In the meantime, if your casino is blocked again, I will try to ask the casino to temporarily reopen it for you, and to let us know once it is done.
We try to help players solve their problems, but we also require their full and active cooperation. Just claiming something is not enough at all. Your claims should be supported by data.
Please note once your account is accessible, if you are not able to provide us with all the requested details, we will be forced to think about complaint closure/rejection.
Thank you for understanding. Looking forward to hearing from you.
Redigeret af en Casino Guru admin
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