Kære Casino Guru-repræsentant og kære Booyaka28,
På grund af efterforskningens kompleksitet var den lang, langvarig og meget sofistikeret.
Samtidig skal vi udtrykkeligt understrege, at der ikke var nogen bevidst forsinkelse af gennemgangen af denne sag eller for at skade spilleren, da vi værdsætter vores kunder og altid stræber efter at yde den bedst mulige service. På trods af alle udfordringerne er det lykkedes os at komme til essensen af denne sag.
Kære Casino Guru-repræsentant, du spurgte os:
1) "Hvorfor fastholdt Boomerang casino i så lang tid, at væddemålene ikke blev accepteret, og hvorfor tog det 7 måneder, før versionen, der sagde, at væddemålene ikke gav nogen gevinster, kom frem"?
Svaret ligger primært i denne sags kompleksitet. I dette tilfælde var der flere faktorer, der komplicerede undersøgelsesprocessen væsentligt:
a) Spilleren lavede et stort antal indsatser. For eksempel, den dag et af de omstridte væddemål blev foretaget, placerede spilleren mere end 30 væddemål (af et tilsvarende beløb), ikke medregnet andre væddemål;
b) På grund af vores virksomheds struktur er et stort antal ledere fra forskellige teams involveret i at udføre sådanne undersøgelser;
c) Spilleren fremsatte adskillige anmodninger til supporttjenesten vedrørende de omstridte væddemål, og anmodede specifikt om gennemgang af mindst 16 runder: I starten mente vores managere, at diskussionen handlede om forskellige væddemål (mest sandsynligt var fejlen relateret til tidszoner, som vi husker, at spilleren lavede mere end én lignende indsats).
Som følge heraf anmodede managerne om en rapport fra spiludbyderen om de forkerte væddemål, og modtog derfor det forkerte svar og var derefter nødt til at tjekke det igen.
På baggrund af alt ovenstående opstod derfor den situation, der er i øjeblikket. Så snart dette problem nåede ledelsen, var nye personer involveret i at løse det, som identificerede unøjagtigheder og i sidste ende gav fuldstændige og nøjagtige oplysninger om, hvad der skete, understøttet af en rapport fra spiludbyderen Evolution.
Et andet punkt vedrører en af de faktorer, der også spillede en negativ rolle for at fastslå sandheden i denne sag, og er tæt forbundet med det spørgsmål, du stillede os. Spilleren leverede skærmbilleder, som efter deres mening bekræfter deres sejr. Denne faktor er også tæt forbundet med svaret på dit andet spørgsmål.
2) "Hvorfor så Booyaka28 vinderskærmen?"
Med hensyn til dette spørgsmål kan vi ikke tale for spilleren Booyaka28, og hvorfor de så vinderskærmen. Efter en grundig og omfattende undersøgelse af dette problem, udover at udføre vores egen undersøgelse, anmodede vi om en rapport fra spiludbyderen, som klart og utvetydigt viser, at spilleren ikke havde nogen vindende væddemål. Alt tyder på, at der faktisk ikke var nogen gevinster på de omstridte væddemål, bortset fra skærmbillederne leveret af spilleren Booyaka28. Vi var ikke i stand til at finde andre beviser til støtte for denne påstand, da den simpelthen ikke eksisterer.
I øvrigt giver vi dig mulighed for at dele rapporten fra spiludbyderen Evolution, som vi for nylig sendte til dig, med spilleren Booyaka28, så spilleren selv kan tjekke den. Desuden er der flere uklare aspekter i selve skærmbillederne, specifikt viser skærmbillederne ikke, hvilket spil det er, og der er overhovedet ingen tegn på omtalen af vores mærke.
Derfor har vi stærk og rimelig tvivl om ægtheden af disse skærmbilleder.
3) "Hvorfor returnerede Boomerang casino manuelt sine indskud?"
Med hensyn til hvorfor Boomerang casino manuelt returnerede sine indskud, i virkeligheden blev væddemålsbeløbene returneret til spilleren som et resultat af en række handlinger fra vores medarbejdere, som havde til formål at imødekomme spillerens anmodning. Ideelt set skulle spilleren skulle returnere beløbet for de tabende indsatser til os. Vi forstår dog, at undersøgelsen blev forlænget, og at der var nogle modstridende data fra vores side. Derfor overlader vi beløbene for disse indsatser til spilleren som en gestus af goodwill.
Vi mener, at vi på nuværende tidspunkt har gjort alt, hvad vi kunne for at sikre, at denne sag blev løst retfærdigt. Erklærer yderligere, at vi i fremtiden vil gøre alt, hvad vi kan for at forhindre, at sådanne situationer opstår igen!
Dear Casino Guru representative and Dear Booyaka28,
Due to the complexity of the investigation, it was lengthy, protracted, and very sophisticated.
At the same time, we should explicitly emphasize there was no intentionally delay the review of this case or to harm the player, as we value our clients and always strive to provide the best service possible. Despite all the challenges, we’ve managed to get to the essence of this case.
Dear Casino Guru representative, you asked us:
1) "Why did Boomerang casino maintain for such a long time that the bets weren’t accepted, and why did it take 7 months for the version stating that the bets didn’t yield any winnings to come forward"?
The answer primarily lies in the complexity of this case. In this instance, there were several factors that significantly complicated the investigation process:
a) The player made a vast number of bets. For example, on the day one of the disputed bets was made, the player placed more than 30 bets (of a similar amount), not including other bets;
b) Due to the structure of our company, a large number of managers from different teams are involved in conducting such investigations;
c) The player made numerous requests to the support service regarding the disputed bets, specifically requesting the review at least of 16 rounds: Initially, our managers thought that the discussion was about different bets (most likely the error was related to time zones, as we remember, the player made more than one similar bet).
Consequently, the managers requested a report from the game provider on the wrong bets, and therefore received the wrong response, and then needed to check it again.
Therefore, based on all of the above, the situation that currently exists came to be. As soon as this problem reached the management, new individuals were involved in resolving it, who identified inaccuracies and ultimately provided complete and accurate information about what happened, supported by a report from the game provider Evolution.
Another point relates to one of the factors that also played a negative role in establishing the truth in this case, and is closely linked to the question you asked us. The player provided screenshots which, in their opinion, confirm their win. This factor also closely related to the answer to your second question.
2) "Why did Booyaka28 see the winning screen?"
Regarding this question, we cannot speak for player Booyaka28 and why they saw the winning screen. After a thorough and comprehensive examination of this issue, in addition to conducting our own investigation, we requested a report from the game provider, which clearly and unequivocally shows that the player had no winning bets. Everything indicates that, in fact, there were no wins on the disputed bets, apart from the screenshots provided by player Booyaka28. We were unable to find any other evidence to support this claim, as it simply does not exist.
By the way, we allow you to share the report from the game provider Evolution, which we recently sent to you, with player Booyaka28, so the player can check it himself. Moreover, there are several unclear aspects in the screenshots themselves, specifically, the screenshots do not show which game it is and there are no sign of the mentions of our brand at all.
Therefore, we have strong and reasonable doubts about the authenticity of these screenshots.
3) "Why did Boomerang casino manually return his deposits?"
As for why Boomerang casino manually returned his deposits, in reality, the amounts of the bets were returned to the player as a result of a series of actions by our employees which were aimed at satisfying the player’s request. Ideally, the player should have to return to us the amount of the losing bets. However, we understand that the investigation was prolonged and there were some conflicting data from our side. Therefore, we leave the amounts of these bets with the player as a gesture of goodwill.
We believe that at this point, we have done everything possible on our part to ensure that this matter was resolved fairly. Further declare that, in the future, we will do everything we can to prevent such situations from happening again!
Automatisk oversættelse:
Resultatet af den anden spillerunde er ikke registreret i spilhistorikken 
