Selvom jeg beklager hele denne situation, har vores klageteam handlet i overensstemmelse med vores retningslinjer og undersøgt hele sagen grundigt. Du skal vide, at vi behandler hundredvis af klager hver dag, og det er ikke muligt kun at tage os af din klage, og derfor fortæller timeren dig præcis, hvad der sker.
Desværre lå ferien også midt i den, og normalt er der ikke mange ansatte på arbejde i denne periode. Hvilket er helt normalt, tror jeg.
Det blev forklaret for dig af Katarina i din klage , og det er standard i de fleste online casinoer, at de har brug for et par dage til at lukke kontoen. Vi ville helt sikkert være gladere, hvis det kunne være hurtigere, og konti blev lukket med det samme, men desværre er det ikke altid muligt.
Bare et spørgsmål, tak. Du sagde, at casinoet informerede dig om, at kontoen var lukket, og derefter sendte dig en reklamemail, ikke sandt? Har du måske noget bevis for dette? Jeg kunne ikke finde det i din klage, og du nævnte heller ikke noget om det i klagetråden. 🤔
Even though I'm sorry for this whole situation, our complaint team acted according to our guidelines and investigated the whole matter thoroughly. You need to know that we deal with hundreds of complaints every day, and it is not possible to take care of your complaint only, and that is why the timer tells you exactly what is happening.
Unfortunately, also the holidays were in the middle, and usually there are not many employees working during this time. which is absolutely normal, I believe.
It was all explained to you by Katarina in your complaint, and it is standard in most online casinos that they need a few days to proceed with the account closure. We surely would be happier if it could be faster and accounts were closed right away, but unfortunately it is not always possible.
Just one question, please. You said that the casino informed you that the account is closed and then sent you some promotional email, right? Do you have some proof of this, perhaps? I couldn't find it in your complaint, and you did not mention anything about it in the complaints thread either. 🤔
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