Hmm, okay, whatever you say.
But then it's quite funny that you have to ask us on this forum what casino license they have and so on, when we protect them.
I could also say that you have no reason to take any information from us and that you don't have to ask on our forum.
It's probably equivalent to what you wrote.
Have a good weekend. 🙂
Jeg spørger, fordi de ændrer deres kørekort eller bruger et andet gyldigt kørekort, som du allerede ved.
Jeg vidste ikke at forummet var dit, undskyld chef.
It's not so much about that as it is about the point. 😉
Og hvad synes du om disse punkter?
Nævnte jeg tydeligt mine spilleproblemer? For de siger, at jeg ikke gjorde det.
Some of it may be visible there, but this email conversation is a bit unclear, with some emails that are complete and therefore what you wrote, what the casino replied, and so on. In one screenshot, I feel like I can see two conversations and only part of one. It would be good to see everything.
Perhaps we could try to help you if you requested to close your account because you have a gambling problem and the casino did so, but then reopened your account and you lost money.
Derfor har jeg hyret en advokat, fordi casinoet siger, at jeg ikke har oplyst om mine spilleproblemer.
I understand that, I just gave you the suggestion because I often recommend to players that they try filing a complaint with us. If it is justified and our team decides that it is on your side, then we try to resolve the situation with the casino. If that doesn't work, then a license or a lawyer, if you're interested. I know that's money you have to spend on it, which is why I recommend a complaint in the first place.
Jeg ved det, jeg har læst en del om, hvordan I håndterer klager, og i dette tilfælde ved jeg, at I ville være på min side. Fra det øjeblik, jeg rapporterede mine spilleproblemer, burde jeg ikke have mulighed for at indbetale mere, og casinoet ville sandsynligvis ende med at refundere en del af det. Men I vil ikke sænke deres vurdering, og ingen vil godkende det. Så jeg vil hellere ikke få mine penge tilbage eller have en advokat til at tage deres provision, til gengæld for en stor bøde mod dette casino eller dets NovaForge-gruppe.
Hør her, jeg skal vise dig flere e-mails
Første gang, efter 50 e-mails, blev min konto permanent lukket, som du kan se.
I en anden e-mail kan du se, hvordan VIP-agenten siger, at jeg ikke har nævnt mine spilleproblemer. 
Then it's a shame you didn't file a complaint if you think we would be on your side. The important thing in these cases is always how you ask to be self-excluded. Also, closing your account and self-exclusion are not the same thing. However, if you express gambling addiction or problems, the casino should always deal with such matters as soon as possible. It is possible that you could still make deposits for a while, if they were to resolve it in two or three days, for example, but it certainly shouldn't take long, and if you have reported problems, they should not leave your account open. Also we are counting the time from when you did the request or mentioned gambling problems
As for the rating, it goes down if the complaint is unresolved. So if the casino didn't want to resolve it with us or didn't address it as we communicated with them and as would be fair. If, on the other hand, they tried to resolve the situation, admitted their mistake, and so on (perhaps there would be a refund and so on), then the rating would not go down.
In any case, it is also important for us how often the casino does this. If we find, for example, a group or a casino that has this problem often, we don't turn a blind eye to it. Not every process can be done immediately, but when we gather enough information and player experience, we discuss such matters with the casino when necessary. Based on whether or not the problem is corrected, the safety index may be lowered even without a specific complaint, if there are several complaints over a certain period of time.
Jeg forstår, hvad du mener. Ifølge deres chat skal nogen lukke deres konto med det samme, når de nævner afhængighed. I mit tilfælde gik der 8 dage efter den anden advarsel (jeg indbetalte omkring €25.000 i løbet af de dage).
Uanset om der er en refusion eller ej, burde deres vurdering stadig falde, fordi de handler i ond tro, og derfor synes jeg ikke, at jeres måde at behandle klager på er fair.
Skaden er allerede sket, men hvis de indrømmer deres fejl, sker der ingenting ... det er ikke fair.
I think that's a long time. Of course, if you're still interested, you can open a complaint with us.
As far as our process is concerned, we always try to improve what we can. However, some things are simply not feasible as players would like them to be, and they are also difficult for us to resolve.
There will always be someone who doesn't like our approach. We try to stick to what has proven to be most effective for us and also players.
Tak, men som sagt foretrækker jeg at tage denne sag ad juridiske kanaler for at gå efter jeres betalingsudbydere, da de er registreret i Europa.
Jeg har underrettet casinoet mange gange, og de nægter at samarbejde.
Det ville være godt, hvis du læste denne tråd, for jeg tror, at din e-mail bliver styret af bots.
Sure, if that's how you see it, then I wish you the best of luck in resolving the issue.
If you have any news in the future, feel free to let me know if you're interested.
What do you mean about this thread? That there are some players here who praise the casino? I don't know if it's just a bad translation, but no email should be checked by bots. The only way I can explain it is that you think there are a lot of players here who say positive things about the casino, which you think are bots.
Jeg mener, det ville være godt, hvis en casinorepræsentant var i tråden og forklarede tingene, for når man kontakter casinoet via e-mail, er det altid bots, der svarer.
That would be great, but the casino doesn't respond on the forum. However, it does respond to complaints when necessary, which is why I said it would be appropriate to file a complaint, since they have only one unresolved complaint out of quite a lot.
Gratis faglige kurser for medarbejdere på online casinoer om bedste praksis, optimering af spilleroplevelsen og en fair tilgang til gambling.
En initiativ, vi har sat i søen med henblik på at etablere et globalt selvudelukkelsessystem, der giver sårbare spillere mulighed for at blokere deres adgang til alle former for onlinespil.
Du omdirigeres til casinoets website. Vent et øjeblik. Tjek indstillingerne, hvis du bruger software til annonceblokering.
