Hej,
Tak for din bekymring. Vi forstår, at situationer, der involverer selvudelukkelse, kan være følsomme, og vi sætter pris på muligheden for at afklare, hvad der skete.
Anmodningen om selvudelukkelse blev modtaget kl. 02:02. I overensstemmelse med vores politik for ansvarligt spil behandles sådanne anmodninger inden for op til 24 timer. I denne gennemgangsperiode forbliver kontoen teknisk aktiv, mens anmodningen håndteres internt.
De nævnte indbetalinger og spil fandt sted inden for dette behandlingsvindue.
Kontoen blev efterfølgende blokeret som en del af selvudelukkelsesproceduren. Tidspunktet for begrænsningen var relateret til intern behandling og var ikke knyttet til gevinstbeløbet.
Angående saldoen: ingen midler blev konfiskeret. For at give spilleren mulighed for at hæve den resterende saldo, blev selvudelukkelsesstatussen midlertidigt justeret, da en fuldt udelukket konto ikke kan behandle transaktioner.
Hvis spilleren ønsker at genindføre permanent selvudelukkelse efter at have gennemført udbetalingen, kan de gøre det når som helst ved at kontakte vores team på security@topx.one , og anmodningen vil blive behandlet i overensstemmelse hermed.
TopX-holdet
Hello,
Thank you for raising your concerns. We understand that situations involving self-exclusion can be sensitive, and we appreciate the opportunity to clarify what happened.
The self-exclusion request was received at 02:02 AM. In accordance with our Responsible Gaming policy, such requests are processed within up to 24 hours. During this review period, the account remains technically active while the request is being handled internally.
The deposits and gameplay mentioned occurred within this processing window.
The account was subsequently blocked as part of the self-exclusion procedure. The timing of the restriction was related to internal processing and was not connected to the win amount.
Regarding the balance: no funds were confiscated. In order to allow the player to withdraw the remaining balance, the self-exclusion status was temporarily adjusted, as a fully excluded account cannot process transactions.
If the player wishes to reinstate permanent self-exclusion after completing the withdrawal, they may do so at any time by contacting our team at security@topx.one, and the request will be processed accordingly.
TopX Team
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