Debat om artiklen: Vejledning om klagebehandling (side 9)

I have withdrawn 120$ from madfreak, it still hasn’t come thru to my acct, im sick of messaging the chats just to get the same stupid generic messages. I told them someone had switched the algorithms around and I had proof. They just blew me off like I was retarded, and never actually sent the money, they sent an Osko receipt but it was closed down the day before.

what do I do now?

Hi, I’d say problems with withdrawals are pretty common. The very first thing I need to know is which casino you’re talking about, so I’d like to see a link to the casino where you play.

Another important thing is to find out how long this situation has been going on, where you can’t withdraw your money and the casino keeps repeating the same thing.

So, Osko is a payment method, right? But what does it mean that they sent you a receipt but—"it was closed down the day before"? I don't quite understand that part.

I'll wait for your reply.

So Osko is a payment system that been around for a while right? It runs off a satellite Thats been used for a long time, the algorithms gone almost all the way around so when it did the satellite has attempted to compress the data history, in doing so it has lost the ability to look at its own records of transactions as it can no longer select a specific transaction number only groups of numbers. Because of this a handful of transactions would have been left behind/ unpaid to no one’s fault but the people watching over the system.

ive been given a receipt number so im gonna call the bank n check.

Sure, that makes sense. Could you please tell me which casino you're referring to? 

Jeg har en åben klage, og venter i øjeblikket på svar fra Casino Guru. Der er lidt over en dag tilbage... hvad sker der, hvis de 7 dage udløber, og Casino Guru ikke har svaret? Jeg forstår ikke forsinkelsen; hvad kan forårsage den?

Unfortunately, our team has to deal with hundreds of complaints every day, and that is why we are unable to reply to every complaint right away.

You don't need to be worried at all, though; there will be some movement in the complaint soon, for sure.

Do you have any updates for us, by any chance?

Jeg forstår selvfølgelig det store antal klager og det fantastiske arbejde, I udfører. Mit spørgsmål er, hvad sker der, hvis 7-dages nedtællingen når 0, mens man venter på et svar fra Casino Guru?

Hello, I guess it happens just rarely, but the case still needs an update from either the mediator or the casino or the player, depending on who is in turn. Do not worry, please; the mediator always returns back to the complaint.

Tak for informationen. De svarede endelig, da der kun var et par timer tilbage, før timeren nåede nul. Nu har jeg svaret, og jeg venter igen på et svar fra Casino Guru; der er kun 24 timer tilbage.

You are welcome. I see Munya was assigned as the resolver of the case. Hopefully the situation will be resolved soon. Did the casino perhaps add something outside the complaint?

Intet, casinoet har ignoreret mig. Nu venter jeg på Munyas svar.

Jeg ville gerne hæve mine gevinster, men det kunne jeg ikke, fordi der var en hævningsfejl. Da pengene blev returneret til min konto, fremstod de ikke længere som min rigtige saldo, men som en bonus, og jeg var nødt til at gange det med 30. Det ville være 118.000, da det, jeg forsøgte at hæve, var 3.935. Jeg gjorde det, og min saldo vendte tilbage til rigtige penge, hvilket betyder, at jeg kunne hæve dem i henhold til systemet. Men det samme skete igen, og nu siger den, at jeg skal gange det med 30 igen, hvilket gør beløbet til 8.000.

Hi, which casino are we talking about, please? 

As for the whole situation, I’d say a 30x wagering requirement is enough. Did you take a bonus that required you to meet this wagering requirement, or not? Of course, this probably shouldn’t happen a second time, but could you describe the situation to me a bit more?

Jeg modtog en bonus på 13 mexicanske pesos, men jeg havde allerede en saldo på min konto på præcis 50 mexicanske pesos. Jeg var klar over bonussen på 13 pesos, fordi den var afspejlet i min saldo, og da jeg skulle hæve, stod der, at bonussen på 13 pesos ville blive annulleret, hvilket var fint med mig. Problemet startede, da min hævning mislykkedes, og da pengene blev returneret til min konto, fremstod de ikke længere som min faktiske saldo.

Hvis ikke som en bonussaldo, og de 3.800 måtte jeg gange med 30, hvilket jeg også gjorde, og da jeg ville hæve mine gevinster, som nu var 8.000, blev pengene returneret til min konto som en bonus og ikke som rigtige penge, og jeg spurgte dem, hvad problemet var, men de fortalte mig ingenting. Det skete selvfølgelig for mig på MEXVIP casinoet.

https://mexvip4.com/

Og her er skærmbillederne af, hvad der skete

I understand, and I think this shouldn't have happened a second time if it's exactly as you describe. But the casino hasn't explained anything about the whole situation to you, why did they transfer your money to bonus funds a second time, even though you had already met the wagering requirements once?

I saw that you filed a complaint, so I believe this will be cleared up.