Kære Ahmed,
Tak for dine oplysninger. De skærmbilleder, du giver, viser, at vi lukkede kontoen, da du anmodede om kontolukning. Dette viser, at vi følger ansvarligt spil.
Grunden til, at din konto blev genåbnet, var ikke, fordi vi ønskede at gøre det, men fordi du har bedt om at genåbne den flere gange.
Du satsede glad, indsatte glad og chattede glad med vores livesupport. Vi har skærmbilleder af hver eneste besked og billede, der sendes, send din anmodning om kontolukning.
Vi vil ikke vedhæfte skærmbillederne for at bevare privatlivets fred for din del, men efter at have set skærmbillederne er du enig i, at det ikke var vores beslutning at åbne kontoen, og du ønskede at genåbne den.
Udover at åbne igen, anmodede du om flere bonusser, gratis spins, cashback og brug af andre former for betalingsmetoder.
Vi forstår, at ludomani kan være et problem, men hvis du ville have vundet penge, ville denne diskussion aldrig ske. Det er uretfærdigt over for os, at 10 dage efter din anmodning om at genåbne din konto blev fremsat, anmoder du om pengene tilbage.
Dette ville svare til, hvis du vandt, og vi blokerede din udbetaling på grund af den anmodning, du besluttede at omstøde 10 dage tidligere. Vi ville aldrig gøre dette.
Selvom vi er mennesker og bekymrer os om at beskytte vores spillere, er det ikke kun casinoets ansvar at praktisere ansvarligt spil, men det er også på spilleren selv, som vi tilbyder ressourcer at tale med og få den hjælp, som man kunne have brug for, hvis det bliver ukontrollerbart. .
Vi ved, at vores live support havde en rigtig god tid med at lære dig at kende og nød virkelig at tale med dig. Vi håber, at alt går godt med dig og din fremtid, og håber, at disse tab ikke forårsager en alvorlig indvirkning på dig.
Hvis du gerne vil diskutere yderligere offline, hvor vi kan dele skærmbilleder af vores chat med dig, kan vi gøre det på support@delorocasino.com . Vi ønsker ikke at offentliggøre disse billeder online.
Med venlig hilsen,
Del Oro Casino og Sportsbook Team
Dear Ahmed,
Thank you for your information. The screenshots you provide show that when you requested account closure we closed the account. This shows we follow responsible gaming.
The reason your account was reopened was not because we wanted to do so but because you asked multiple times to reopen it.
You were betting happily, depositing happily, and chatting with our live support happily. We have screenshots of every single message and image sent, post your request for account closure.
We will not attach the screenshots to preserve privacy of your part but after seeing the screenshots you would agree that it was not our decision to open the account and you wanted to reopen it.
In addition to reopening, you requested multiple bonuses, free spins, cashback, and the use of other forms of payment methods.
We understand that gambling addiction can be a problem but if you would have won money, this discussion would never happen. It is unfair to us that 10 days after your request to reopen your account was made, you then request money back.
This would be equivalent if you won and we blocked your withdrawal because of the request you decided to overturn 10 days previously. We would never do this.
While we are human and do care about protecting our players, it is not only the casino’s responsibility to practice responsible gaming but it is also on the player themselves which we offer resources to speak to and get the help that one might need if it becomes uncontrollable.
We know our live support had a really nice time getting to know you and really enjoyed speaking with you. We hope everything goes well with you and your future and hope that these losses are not causing a severe impact to you.
If you would like to discuss further offline where we can share screenshots of our chat with you we can do so at support@delorocasino.com. We do not wish to publicize these images online.
Best regards,
Del Oro Casino and Sportsbook Team
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