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HjemKlagesagerCoins.Game Casino - Spillerens konto blev ikke lukket med det samme.
Coins.Game Casino - Spillerens konto blev ikke lukket med det samme.
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Coins.Game Casino
Sikkerhedsindeks:Højt
Sikkerhedsindeks
Casinoer med et højt sikkerhedsindeks har som regel et stort antal besøgende og et lavt antal uløste spillerklager. Du kan alt andet lige forvente en sikker og ordentlig behandling på casinoer med et højt sikkerhedsindeks.
Indsendt:
05.08.2023
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Løst : 05.04.2024
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The player from Denmark, who identified himself as a gambling addict, had lost $366 and later his entire paycheck of $1565 at Coins.Game casino. He had notified the casino about his addiction on July 27th, but his account was not closed until August 2nd. The player had argued that the casino should have closed his account immediately after being informed about his addiction, and he had sought a refund for the losses incurred after July 27th. The casino did not respond to our inquiries, which led to the case being initially marked as 'unresolved'. However, the casino later claimed to have refunded the player's deposits, and the player confirmed the receipt of this refund. Despite his dissatisfaction with the casino's initial lack of response, he agreed to mark the complaint as 'resolved'.
Spilleren fra Danmark, der identificerede sig selv som ludoman, havde mistet $366 og senere hele sin lønseddel på $1565 på Coins.Game casino. Han havde underrettet kasinoet om sin afhængighed den 27. juli, men hans konto blev først lukket den 2. august. Spilleren havde argumenteret for, at kasinoet skulle have lukket hans konto umiddelbart efter at være blevet informeret om hans afhængighed, og han havde søgt tilbagebetaling for de tab, han havde pådraget sig efter den 27. juli. Kasinoet reagerede ikke på vores henvendelser, hvilket førte til, at sagen i første omgang blev markeret som 'uløst'. Kasinoet hævdede dog senere at have refunderet spillerens indskud, og spilleren bekræftede modtagelsen af denne tilbagebetaling. På trods af hans utilfredshed med kasinoets oprindelige manglende svar, indvilligede han i at markere klagen som 'løst'.
Jeg havde allerede tabt 366 USD i coins.game casino, og den 28. juli informerede jeg dem via e-mail om, at jeg var ludoman, og at jeg havde tabt 366 USD, som kom fra lån, jeg ikke havde råd til at tabe, og bad om. en mulig tilbagebetaling, fordi disse midler var beregnet til at betale regninger. Både i teksten og i emnet for e-mailen var der tydeligt sms'et med ludomani. De svarede endda på e-mailen, hvor jeg skrev tilbage igen, at jeg tabte på grund af min afhængighed. Dette bekræfter, at de har set og behandlet min første e-mail, der informerer om, at jeg er ludoman, og at jeg havde mistet mere, end jeg havde råd til.
Den 1. august var det lønningsdag, og jeg indbetalte hele min lønseddel og mistede alt, hvilket er i alt 1565 USDT, hvilket kasinoet ikke burde have tilladt, da jeg allerede informerede dem om min ludomani, og jeg havde mistet penge, jeg kunne ikke råd.
Jeg skrev en e-mail til dem om ovenstående sag, og nu lukkede de min konto i onsdags, men de fortalte mig, at de ikke yder refusion, så tvisten er, hvorfor de ikke lukkede kontoen i første omgang, da jeg informerede dem om min afhængighed, så jeg kunne aldrig have indbetalt og mistet hele min løncheck.
I had already lost 366 USD in coins.game casino, and on 28. July i informed them by email that i was an gambling addict, and that i had lost 366$ which came from loans i could not afford to lose, and asking for a possible refund because those funds were intended to pay bills. Both in the text and the topic of the email was clearly texted with Gambling addiction. They even replied the email where i did write back again that i lost due to my addiction. This confirms that they have seem and processed my initial email informing that i am a gambling addict and that i had lost more than i could afford.
On 1. August it was payday, and i deposited my whole paycheck and lost everything which is a total of 1565 USDT, which the casino should not have been allowing since i already did inform them about my gambling addiction and i had lost funds i could not afford.
I did write an email to them about the above matter, and now they closed my account on last wednesday but they told me they do not provide refunds, so the dispute is why they did not close the account in first place when i informed them about my addiction, so i never could have deposited and lost my whole pay-check.
Mange tak for din klage. Jeg er ked af at høre om dit problem. Tillad mig at stille dig et par spørgsmål, så jeg kan forstå hele situationen. Kan du rådgive, hvis du informerede casinoet om dit spilleproblem inden den 28. juli? Hvornår præcist blev din konto blokeret permanent, tak?
Jeg håber, vi vil være i stand til at hjælpe dig med at løse dette problem så hurtigt som muligt. Ser frem til at høre fra dig.
Med venlig hilsen,
Petronela
Dear qwrath,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if you informed the casino about your gambling problem before July 28th? When exactly was your account blocked permanently, please?
I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.
Tak for dit svar, for at forklare dette har jeg forsøgt at lave en tidslinje for perioden:
23/24. juli indsatte og tabte jeg 366 USDT.
27. juli sendte jeg e-mailen, hvor jeg informerede kasinoet om, at jeg er ludoman, og jeg havde mistet mere, end jeg havde råd til på et lån, og spurgte, om der var nogen mulighed for refusion.
(E-mail-skærmbilledet siger 28. juli i e-mailen, men 27. juli i øverste højre hjørne, fordi det blev sendt fra mig den 27. juli i min tidszone, men den 28. i coins.game-tidszone)
1. august var det lønningsdag, og jeg mistede hele min løncheck i alt 1565 USDT, så jeg har ingen penge til husleje/mad.
2. august skrev jeg til coins.game / Royal Way NV angående at jeg tidligere informerede dem om min ludomani, og nu mistede jeg hele min løncheck, og så svarer de med denne tekst vist på skærmbilledet, hvor de lukkede min konto den 2. august.
Men hvorfor gjorde de det ikke, da jeg informerede dem om min afhængighed den 27. juli.
Så tvisten handler ikke om de 366 USDT, jeg tabte i kasinoet før den 27. juli, men de midler, jeg indsatte og tabte, efter at jeg informerede kasinoet om min ludomani og fortalte dem, at jeg var ludoman, og jeg havde mistet mere end jeg havde råd til, når de har svaret på min e-mail, som bekræfter, at de både har set og behandlet de to e-mails, jeg har sendt med besked om min afhængighed.
Hello Petronela,
Thanks for your reply, to explain this i have tried to make a timeline for the period:
23/24. July i deposited and lost 366 USDT.
27. July i sent the email informing the casino that i am a gambling addict and i had lost more than i could afford from loan, asking if there was any possibility for a refund.
(The email screenshot says 28. July in the email but 27. July in the upper right corner, becasue it was sent from me on 27. July in my timezone, but the 28. in coins.game timezone)
1. August it was payday and i lost my whole pay-check in total of 1565 USDT, so i have no money for rent/food.
2. August i wrote to coins.game / Royal Way N.V. regarding i earlier informed them about my gambling addiction, and now i lost my whole pay-check, and then they reply with this text shown in the screenshot, where they did close my account on 2. august.
But why didnt they do so when i informed them about my addiction on the 27. July.
So the dispute is not about the the 366 USDT i lost in the casino before 27. July, but the funds i deposited and lost after i informed the casino about my gambling addiction and told them i was a gambling addict and i had lost more than i could afford, when they have replied my email, which confirms that they have both seen and processed the two emails i sent informing about my addiction.
Jeg har nu en klarere forståelse. Det er tydeligt, at du sendte en e-mail den 27. juli kl. 23:15, hvilket var en sen torsdag aften. Hele diskussionen drejede sig om den potentielle tilbagebetaling af de midler, du tidligere havde investeret i casinoet. Selvom du nævnte dit hasardspilproblem, anmodede du ikke eksplicit om, at din konto blev blokeret. Dette kan dog ses som en bøn om hjælp. Kasinoet lukkede efterfølgende din konto den 2. august, cirka 6 dage senere.
I betragtning af at der blev udvekslet adskillige beskeder mellem dig og casinorepræsentanten, er det sandsynligt, at casinoet kunne have truffet handling tidligere og lukket din konto før den følgende uges onsdag.
Var der nogen yderligere anmodninger, du fremsatte efter den 27., der kunne have fået kasinoet til at lukke din konto? Eller var anmodningen fra den 27. den eneste?
I now have a clearer understanding. It's evident that you sent an email on July 27th at 23:15, which was a late Thursday evening. The entire discussion revolved around the potential reimbursement of the funds you had previously invested in the casino. While you did mention your gambling issue, you didn't explicitly request your account to be blocked. However, this could be seen as a plea for assistance. The casino subsequently closed your account on August 2nd, approximately 6 days later.
Given that there were several messages exchanged between you and the casino representative, it's plausible that the casino could have taken action sooner and closed your account prior to the following week's Wednesday.
Were there any additional requests you made after the 27th that might have prompted the casino to close your account? Or was the request from the 27th the only one?
Jeg havde sendt 5 e-mails den 27-07-2023, alle omhandlede denne sag, så der er ingen tvivl om, at kasinoet var velinformeret om, at jeg var en ludoman, e-mail-emnet hedder ludomani, i e-mails gør jeg det meget klart, jeg er ludoman, at jeg havde tabt mere, end jeg havde råd til på lån, jeg bad endda i min sidste e-mail om en mindre mulig refusion for penge til mad, da jeg mistede hver en skilling, jeg havde tilbage, hos Coins.game. Kasinoet svarede endda, at de er meget kede af det og forstår, hvor svært det er for mig på nuværende tidspunkt den 27-07, hvordan kan de være ked af det, hvis de ikke gør noget ved det, for at holde min konto aktiv for at tabe endnu mere.
Her er et skærmbillede af de 5 e-mails, e-mail-svaret er øverst på skærmbillederne efterfulgt af den tidligere korrespondance nedenfor.
Hi,
I had sent 5 emails on 27-07-2023 all adressing this matter, so there is no doubt that the casino was well informed that i was a gambling addict, the email-topic is named gambling addiction, in the emails i make it very clear i am a gambling addict, that i had lost more than i could afford from loans, i even asked in my last email for a smaller possible refund for money for food, since i lost every dime i had left, at Coins.game. The casino even responded that they are very sorry and understand how diffucult this is for me at this time on 27-07, how can they be sorry if they do nothing about this keeping my account active to lose even more.
Here is screenshot of the 5 emails, the email reply is on the top of the screenshots followed by the former correspondance below.
Mange tak, qwrath, for at give alle de nødvendige oplysninger. Jeg vil nu overføre din klage til min kollega Jozef ( jozef.k@casino.guru ), som vil hjælpe dig. Jeg ønsker dig held og lykke og håber at se dit problem blive løst til din tilfredshed i den nærmeste fremtid.
Thank you very much, qwrath, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Vi har anmodet casinoet om at svare på klagen og forlænget tidsfristen med 7 dage. Hvis casinoet ikke svarer inden da, er vi nødt til at lukke klagesagen som "uløst". Uløste klagesager påvirker casinoets rating i negativ retning.
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Da vi ikke har modtaget noget svar fra casinoet vedrørende problemet, har vi intet andet valg end at klassificere klagen som 'uløst'. Kasinoet kan til enhver tid genåbne denne klage.
Kære qwrath,
Jeg beklager meget, men da casino-teamet ikke har reageret, kan vi ikke fortsætte efterforskningen. En alternativ mulighed er at indgive en officiel klage til kasinoets licensmyndighed. Jeg kan hjælpe dig med denne proces, og du kan kontakte mig på nedenstående e-mailadresse. Bemærk venligst, at denne klage vil have en indvirkning på deres sikkerhedsindeks på vores hjemmeside. Du er velkommen til at kontakte mig, hvis du har spørgsmål eller har brug for yderligere hjælp.
Since we haven’t received any response from the casino regarding the issue, we have no choice but to classify the complaint as 'unresolved'. The casino can reopen this complaint any time.
Dear qwrath,
I am very sorry, but since the casino team has not been responsive, we are unable to continue with the investigation. An alternative option is to file an official complaint with the licensing authority of the casino. I may assist you with this process, and you can reach me at the email address provided below. Please note that this complaint will have an impact on their safety index on our website. Feel free to contact me if you have any questions or require further assistance.
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.
Dette er kasinoets budskab til os:
Hej!
Denne spiller fik udbetalt beløbet for sine indskud, som blev diskuteret ovenfor, luk venligst klagen som løst.
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 to a satisfactory conclusion.
This is the casino's message to us:
Hello!
This player was paid the amount of his deposits, which were discussed above, please close the complaint as resolved.
Vi forlænger tidsfristen med 7 dage. Vær opmærksom på, at hvis du ikke svarer inden da, eller hvis du ikke har brug for yderligere hjælp, afviser vi klagen.
Dear qwrath,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Ja, jeg kan bekræfte, at kasinoet har refunderet beløbet, men jeg vil gerne bemærke, at det tog meget lang tid, og kasinoet svarede enten ikke eller nægtede deres ansvar, indtil det blev sendt til regulatoren. Jeg mener, at kasinoet burde have taget ansvar, før det involverede regulatoren. Men du kan indstille dette til løst.
Hi,
Yes I can confirm that the casino has refunded the amount, however I would like to note that it took very long time, and casino was either not responding or denied their responsibility, until it was sent to the regulator. I believe the casino should have taken responsibility before involving the regulator. But you may set this to solved.
Tak, fordi du bruger Casino Guru-klagebehandlingscenteret. Vi er glade for at høre, at dit problem er blevet løst. Vi vil nu markere det som 'løst' i vores system. Tøv ikke med at kontakte os i fremtiden, hvis du støder på problemer med dette eller et andet casino. Vi er her for at hjælpe, men jeg håber, du ikke støder på et problem som dette igen.
Med venlig hilsen, Jozef
Dear qwrath,
Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.
Best regards, Jozef
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