Kære Peter,
Tak fordi du gjorde os opmærksom på dette, vi er altid villige til at diskutere situationer vedrørende spillerne og vores casino, mens vi forsøger at levere det bedste spilmiljø for alle brugere og fortsætter med et utroligt forhold til alle vores partnere.
Jeg kan se, at anmodningen om kontolukning blev sendt den 3. januar, og når en bruger fremsætter denne anmodning, tillader vi en periode på 24-48 timer for vores overholdelsesteam til at lukke kontoen.
Ved at fortsætte denne anmodning et par timer senere spørger han vores kundeservicerepræsentanter "Hvor er min cashback", hvor vi svarede, at cashback ikke gælder for blokerede konti.
Og så 2 dage senere kommer han til support og siger "genåbn min konto" med den hensigt at få cashback og flere bonusser tilbudt.
Efter dette blev han ved med at bede om cashback og flere af de indskudsmatchbonusser, som vi tilbyder medlemmerne.
Brugeren hævder at have tabt 924 euro, men dette er falsk.
Fra den 6. januar mistede brugeren ikke 924 euro, men snarere 173 euro, men med disse 173 euro var 32 af de 173 bonusser, som vi gav brugeren.
Så i alt tabte brugeren $140 under åbningen af kontoen.
Brugeren har indbetalt $1117 og hævet $650, og de fleste af tabene skete før anmodningen om genåbning af kontoen.
Hvis du vil, kan vi dele skærmbilleder af transaktionshistorik, væddemålshistorik og data vedrørende spilleren.
Det virker uretfærdigt, at brugeren anmoder om 924 euro, mens brugeren faktisk aldrig har mistet tæt på denne værdi før anmodningen om kontolukning endsige efter anmodningen om kontolukning.
Vi forstår, at ludomani kan være et problem, men det er ofte tilfældet, når de genåbner kontoen for at tjene så mange bonusser, som de kan, måske taber de nogle penge, og så klager de for at anmode om penge tilbage, så brugeren til sidst tjener endnu mere, end de har mistet.
I dette tilfælde anmoder brugeren omkring 7 gange mere, end hvad der rent faktisk gik tabt.
Vi nød virkelig at have eurogalaxy en del af vores fællesskab, og denne klage er en overraskelse fra vores side, da han så ud til at nyde platformen gennem hele sit gameplay.
Vi håber, at alle parter forstår, og vi er altid her for at rydde op i enhver situation, der opstår. Vi sætter pris på henvendelsen og håber, at den understøttende information er nok til at kaste lys over intentionerne bag.
Med venlig hilsen,
Del Oro Casino og Sportsbook Team
Dear Peter,
Thank you for bringing this to our attention, we are always willing to discuss situations relating the players and our casino as we try to provide the best gaming environment for all users and continue are incredible relationship with all of our partners.
I see the account closure request was sent for the 3rd of January which when any user makes this request we allow for a period of 24-48 hours for our compliance team to close the account.
Continuing this request a few hours later he asks on our customer service representatives "Where is my cashback" in which we responded that cashback does not apply to blocked accounts.
And then 2 days later he comes to support and states "reopen my account" with the intention of getting the cashback and more bonuses offered.
Following this, he kept asking for cashback and more of the deposit match bonuses that we offer to members.
The user claims to have lost 924 euros but this is false.
From January 6th the user did not lose 924 euros but rather 173 euros but with this 173 euros 32 of the 173 was bonuses that we gave the user.
So in total the user lost $140 during the account open.
The user has deposited $1117 and withdrew $650 and most of the losses occurred before the request of reopening the account.
If you would like we can share screenshots of transaction history, betting history, and data relating the player.
It seems unfair that the user is requesting 924 euros when in fact the user never lost close to that value before the account closure request let alone after the account closure request.
We understand that gambling addiction can be a problem but it is often the case when they reopen the account to earn as many bonuses as they can, maybe they lose some money, and then they complain to request money back so at the end the user makes even more than they have lost.
In this case the user is requesting around 7x more than what was actually lost.
We really enjoyed having eurogalaxy part of our community and this complaint is a surprise from our end as he seemed to enjoyed the platform throughout the entirety of his gameplay.
We hope that all parties understand and we are always here to clear up any situation that arises. We appreciate the request and hope that the supporting information is enough to shed light on the intentions behind it.
Kind regards,
Del Oro Casino and Sportsbook Team
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