Hej, jeg har for nylig affundet mig med at have en slem ludomani og er begyndt i behandling. Jeg kontaktede Del oro-support den 7. juni og bad dem lukke min konto permanent på grund af spilleafhængighed. Jeg fik bekræftet, at kontoen blev lukket lige lidt efter.
25. juni (løndag i Sverige), får jeg tilsendt denne "Jeg kan se, at du lukkede din konto for et stykke tid siden, og du forsøgte at genåbne den.
I øjeblikket var du ikke i stand til at genåbne den, fordi du stadig var i din
afkølingsperiode. Din kølige periode er nu forbi, hvilket betyder, at vi kan genåbne den, hvis du vil
stadig gerne.
Som en velkomstgave kan vi tilbyde dig en speciel for at vise vores påskønnelse af at være til
i vores Del Oro-familie"
Jeg nåede ikke ud til dem/bad dem om at genåbne min konto, da beskeden siger, blev jeg kontaktet uopfordret. Og fik så et tilbud på 3 forskellige bonusser. Jeg kunne ikke modstå dette, da min løn havde nået min bankkonto og bad om at få min konto genåbnet. Jeg spillede derefter for omkring 2000 eur, men i løbet af denne tid foretog jeg også en udbetaling på 300 eur (som jeg genindsatte tilbage i kasinoet), så indskud-udbetalinger skulle være omkring 1700 eur. Dette er langt mere, end jeg har råd til at spille for, og da min konto var tom, indså jeg, hvad jeg havde gjort, og lukkede min konto igen.
Jeg har sendt en e-mail til Del oro og bedt om at få mine ind- og udbetalinger tilbage, da jeg i mine øjne ikke burde have været i stand til at åbne en konto igen og ikke skulle have fået et tilbud om det. De har været meget søde i e-mails og har svaret dem hurtigt, de har fortalt mig, at min konto ikke skulle have været genåbnet, men at de ved et uheld ikke har lagt nok sedler på kontoen.
Hvor vi er uenige er, at jeg beder det fulde beløb af indbetalinger-udbetalinger tilbage fra det tidspunkt, hvor jeg fik lov til at genåbne min konto. De hævder, at de har overheadomkostninger såsom platformsomkostninger, personale, ansatte, bonusser osv., der skal dækkes, og at det ville lægge dem i et for stort underskud og tilbyde fuld refusion. I stedet har de tilbudt mig omkring en smule under 20% tilbage. Jeg føler, at disse omkostninger ikke skal kompenseres for ludomaner, især ikke når de ved et uheld åbnede min konto igen. (Jeg har også tabt lidt over 1000 euro før jeg lukkede min konto første gang, hvilket de selvfølgelig beholder)
Hey, I've recently have come to terms with having a bad gambling addiction and have started treatment. I reached out to Del oro support on the 7th June and asked them to close my account permanently due to gambling addiction. I got confirmation that the account was closed just a little while afterwards.
25th June(salary day in Sweden), I get sent this "I see you closed your account sometime ago, and the tried to reopen it.
At the moment, you were not able to reopen it because you were still in your
cool off period. Your cool of period is now over, meaning we can reopen it if you would
still like.
As a welcoming back gift, we can offer you a special to show our appreciation of being
in our Del Oro Family"
I did not reach out to them/asked them to reopen my account as the message states, I was contacted unsolicited. And then got an offer of 3 different bonuses. I could not resist this when my salary had reached my bank account and asked for my account to be reopened. I then played for around 2000 eur, but during this time also made a withdrawal of 300eur(which I redeposited back in the casino) so deposits-withdrawals should be around 1700 eur. This is far more than I can afford to play for and when my account was empty I realized what I had done and closed my account again.
I have emailed Del oro and asked for my deposits-withdrawals back since I in my eyes shouldn't have been able to open an account again and should not have gotten an offer to do so. They have been very nice in emails and have answered them fast, they've told me that my account shouldn't have been reopened but that they by accident didn't put enough notes on the account.
Where we differ is in me asking the full amount of deposits-withdrawals back from the time I was allowed to reopen my account. They argue that they have overhead costs such as platform costs, staff, employees, bonuses, etc that has to be covered and that it would put them in a to big deficit offering a full refund. Instead they have offered me around a bit under 20% back. I feel like these costs shouldn't be recouped from gambling addicts especially not when they by accident opened up my account again. (I've also lost a bit over 1000eur before I closed my account the first time which they of course will keep)
Automatisk oversættelse:
