Kære Yasin,
Jeg håber, at denne besked finder dig godt. Jeg er meget ked af at høre, at du har det sådan. Vi kan dog ikke se bort fra de mange tilfælde, hvor du har udvist negativ adfærd over for vores personale og virksomhed.
For at give kontekst kontaktede du os oprindeligt for at ændre dine oplysninger og fuldføre KYC-processen. Så, i live chat, klagede du over RTP og hævdede, at det var 3 %, på trods af at du blev informeret om, at det var sat til spiludbyderens standarder. Som svar gav vi dig en bonus på 10 euro. Den følgende dag vendte du tilbage til livechatten for at klage over RTP'en igen, denne gang og hævdede, at den var på 10 %, og anmodede om endnu en bonus. Vi informerede dig om, at vi ikke kunne give endnu en bonus. På trods af dette var du i stand til at bruge hver eneste bonuskode, vi havde sendt ud via e-mail til vores eksisterende kunder. Vi gav dig også andre bonusser, når du skulle vente på, at dit indskud kom igennem.
Den 20. januar anmodede du om en bonus uden indskud, som vi afviste, da vi allerede havde givet dig en gratis bonus dagen før den 19. januar. Den følgende dag anmodede du om en ny bonus efter at have tabt alle dine penge, og så igen den 23. januar. Du lukkede permanent din konto den dag, for så at vende tilbage den følgende dag og anmode om genåbning, fordi du havde en dårlig dag. Vi overholdt og genåbnede din konto den 24. januar, hvilket gav dig en bonus på 20 euro, da du bad om en bonus på 10 euro uden indskud. Du har også nydt godt af de 10 euro gratis, vi gav til spillere for at udfylde kasinoundersøgelsen. Den 27. januar gav vi dig endnu en bonus på 10 euro til din fødselsdag.
Den 30. januar rapporterede du et problem med en kode, der ikke gav dig de gratis spins, den lovede. Vi fortalte dig, at vi undersøgte problemet og ville fortælle dig det. Den næste dag kom du tilbage til livechatten og bad igen om spins. Vi fortalte dig, at vi stadig tjekkede med holdet, hvortil du svarede "I sh*t on these spins" og forlod chatten. Den 1. februar kom du tilbage og anmodede om spins igen, efter at have sagt den foregående dag, at du ikke ville have dem. Du forsøgte derefter at afpresse os ved at true med at give en dårlig anmeldelse på casinoguru, hvis vi ikke handlede hurtigt nok. Du forsøgte også at afpresse os ved at sige, at du ville poste et skærmbillede fra et andet casino, hvor du modtog en "dårlig gateway"-besked.
Den 2. februar anmodede du om endnu en gratis bonus, og sagde, at du var loyal og indbetalte dagligt. Den 3. februar lavede du endnu en indbetaling med en bonuskode og spurgte, om du måtte bruge den samme kode igen. Vi informerede dig om, at ikke alle koder kan bruges mere end én gang. Den 4. februar bad du om at tale med en manager efter at have fået at vide, at vi ikke kunne give dig endnu en gratis bonus. Den 5. februar vendte du tilbage til live chat og anmodede om endnu en gratis bonus, hvortil vi fortalte dig, at du ville modtage en kode via e-mail hver dag.
Du kontaktede også vores manager August, som gav dig 50 euro gratis bonuspenge, fordi du havde problemer med din konto. Du bad ham om endnu en gratis bonus den 4. februar og derefter igen den 6. og 8. februar, på trods af at du fik at vide nej. Den 8. februar sendte du en mail til August om, at du var her igen, og at du var blevet henvist til ham for at anmode om endnu en bonus. Du nævnte også, at du ville fortsætte med at foretage indbetalinger, men kun hvis du modtog en anden bonus.
Vi har lukket din konto, fordi vi føler, at du har et spilleproblem, og vi kan ikke fortsætte med din negative adfærd over for vores personale og virksomhed. Vi tager vores ansvar over for vores kunder meget seriøst, og vi bestræber os altid på at yde den bedst mulige service. Vi kan dog ikke tolerere nogen form for misbrug eller afpresning, og vi vil ikke tøve med at træffe passende foranstaltninger for at beskytte os selv og vores medarbejdere mod en sådan adfærd.
Vi råder dig kraftigt til at søge hjælp, hvis du har problemer med spil. Der er mange tilgængelige ressourcer til at hjælpe dig med at administrere din spilleadfærd, og vi håber, du drager fordel af dem.
Tak for din forståelse og samarbejde i denne sag.
Scatterhall
Dear Yasin,
I hope this message finds you well. I am very sorry to hear that you feel this way. However, we cannot ignore the many instances where you have exhibited negative behaviour towards our staff and company.
To provide context, you contacted us initially to change your details and complete the KYC process. Then, in live chat, you complained about RTP, claiming it was 3%, despite being advised that it was set to game provider standards. In response, we gave you a 10 euro bonus. The following day, you returned to live chat to complain about the RTP again, this time claiming it was at 10%, and requested another bonus. We informed you that we could not provide another bonus. Despite this, you were able to use every bonus code we had sent out via email to our existing customers. We also gave you other bonuses when you had to wait for your deposit to come through.
On January 20th, you requested a no deposit bonus, which we declined as we had already given you a free bonus the day before on January 19th. The following day, you requested another bonus after losing all your money, and then again on January 23rd. You permanently closed your account on that day, only to come back the following day and request its reopening because you had a bad day. We complied and reopened your account on January 24th, giving you a 20 euro bonus when you asked for a 10 euro no deposit bonus. You also benefited from the 10 euro free we gave to players for filling out the Casino survey. On January 27th, we gave you another 10 euro bonus for your birthday.
On January 30th, you reported a problem with a code not giving you the free spins it promised. We told you we were checking on the problem and would let you know. The next day, you came back to live chat and asked again for the spins. We told you we were still checking with the team, to which you replied "I sh*t on these spins" and left the chat. On February 1st, you came back and requested the spins again, after saying the previous day that you did not want them. You then attempted to blackmail us by threatening to leave a bad review on casinoguru if we didn't act fast enough. You also tried to blackmail us by saying you would post a screenshot from another casino where you received a "bad gateway" message.
On February 2nd, you requested yet another free bonus, stating that you were loyal and deposited daily. On February 3rd, you made another deposit using a bonus code, and asked if you could use the same code again. We informed you that not all codes can be used more than once. On February 4th, you asked to speak to a manager after being told we could not give you another free bonus. On February 5th, you returned to live chat and requested another free bonus, to which we told you that you would receive a code via email every day.
You also contacted our manager August, who gave you 50 euro free bonus money because you had issues with your account. You asked him for another free bonus on February 4th, and then again on February 6th and 8th, despite being told no. On February 8th, you sent an email to August stating that you were here again, and that you had been directed to him to request another bonus. You also mentioned that you would continue to make deposits, but only if you received another bonus.
We have closed your account because we feel you have a gambling problem, and we cannot continue with your negative behaviour towards our staff and company. We take our responsibility to our customers very seriously, and we always strive to provide the best service possible. However, we cannot tolerate any form of abuse or blackmail, and we will not hesitate to take appropriate action to protect ourselves and our employees from such behaviour.
We strongly advise you to seek help if you have a problem with gambling. There are many resources available to assist you in managing your gambling behaviour and we hope you take advantage of them.
Thank you for your understanding and cooperation in this matter.
Scatterhall
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