Klagen forsvandt fra min profil

Hej, i går indsendte jeg en klage og modtog en automatisk e-mail om, at den var under gennemgang. Der er gået mere end 24 timer, og jeg har ikke modtaget et svar. Jeg har tjekket min profil, og der vises ingen åbne klager.

Hvad kunne der være sket?

Tak

Your complaint was rejected because it was deemed to be related to sports betting, which we do not handle; that is why you do not see any complaints, and your second attempt will likely be rejected as well.

Tak, jeg har ikke modtaget nogen besked. Måske forklarede jeg mig godt, men jeg har også spillet casinospil og spilleautomater og tjent penge herfra, så jeg mener, at klagen er fuldt ud berettiget, og jeg beder dig om at tage den til efterretning.

Jeg tilføjede det tilbage af denne grund.

Med venlig hilsen,

Cristina

I saw that you mentioned there that you also played slots. However, sometimes there are cases where we can't help if you played both variants. Simply put, if there was collusion and it involved both games, we don’t have any insight into one of them, so how would we handle it?

Our team always knows how to decide where we can help and where we can’t. So I believe they looked into it, evaluated it, and if it wasn’t possible to help, they rejected it.😕

Der var ingen hemmelig aftale; det er bare en undskyldning, casinoet bruger til at stjæle mine penge. Så du fortæller mig, at hvis en bruger spiller på casinoet og også placerer sportsvæddemål, er de forsvarsløse, og du kan ikke hjælpe.

Jeg bad casinoet om at fremlægge bevis for at have brudt nogen regler, og de nægtede, fordi de ikke har nogen.

På den anden side, siger du at aftalt spil er muligt i en spilleautomat? Jeg troede, det var ren RNG.

Vær venlig at tage min hjælpeløshed som casinobruger i betragtning, og prøv i det mindste at finde ud af, hvad der skete.

Kan du i det mindste rådgive mig om, hvordan jeg kan indgive en klage til den myndighed, der har givet dem spillelicensen?

I understand why you're frustrated. However, if our complaint team concluded that we weren't able to proceed with the case because it involved both casino games and sports betting, it means there were too many uncertainties for us to fairly assess the dispute. Cases like these can become quite complex, especially when different products are involved.

Our complaints team has handled thousands of cases over the years, so they have a good understanding of when we can effectively help and when a case falls outside our scope. I'm only a forum moderator, so I can only comment based on the information I have available, and unfortunately I can't overrule their decision.

If you still believe the casino acted unfairly, I think your best option now is to escalate the matter to the licensing authority. I'll also share the guide for the relevant license- Kahnawake, with you so you can review the complaint process, along with the information I found about where you can submit your complaint.

Here is some information about their complaint process

I genuinely hope you'll be able to get a proper explanation and resolution through that channel.

Mange tak for din hjælp.

Som du kan forstå, hvis du kan have lidt empati med mig, synes jeg ikke bare, at jeg er blevet behandlet uretfærdigt, jeg føler også direkte, at jeg er blevet bestjålet, og ingen sørger for, at retfærdigheden sker fyldest.

Jeg har gennemgået hundredvis af klager fra dig for nylig, og i mange af dem – jeg kunne give dig flere eksempler – har spillere brugt casinoets spilleautomater og bettingtjenester, og du har grebet ind og hjulpet dem. Jeg ved ikke, hvorfor det ikke er tilfældet for mig; der må være en eller anden grund eller interesse bag det, som jeg ikke er klar over.

Synes du, det er okay, at et casino stjæler alle mine gevinster, og deres eneste forklaring er at henvise til deres vilkår og betingelser og dybest set fortælle mig, at ifølge disse betingelser, som jeg burde have gennemgået med en juridisk ekspert (deres ord også), kan de gøre, hvad de vil med min konto?

Så ifølge din argumentation, hvis en casinobruger for eksempel beslutter sig for at placere et væddemål på aftenens VM og vinder, tilbyder du så ikke længere at hjælpe dem? Du afviste min klage uden at undersøge, hvad der skete, og ignorerede min påstand om, at jeg også modtog nogle af disse fordele fra spilleautomater.

Jeg tror, ​​at essensen af ​​dette fællesskab er at skabe et sikkert spiløkosystem, og med denne håndvask har I efterladt mig fuldstændig forsvarsløs.

Jeg takker dig dog igen for de oplysninger, du bad om i dit forrige indlæg.

Med venlig hilsen,

Cristina

Og hvad er så årsagen til afvisningen af ​​anmeldelsen?

Jeg synes, du allerede viser en skjult interesse i at forsvare dette casino, og det sætter alvorligt spørgsmålstegn ved din upartiskhed.

Hvorfor afviser du anmeldelsen? Jeg kan fremlægge bevis for, at det, jeg siger, er sandt.

There is a significant difference between sports books and casino games, particularly regarding complaints at Casino Guru, as I mentioned in my previous response. I get where your words come from, but your complaint has not dissapeared; it was rejected because it cannot be addressed purely from the casino's terms' perspective.

Yes, it is inconvenient, but it has nothing to do with the suggestions made. You said how could you prove what you said was true?" Well, using the same topic, how can we challenge the casino if we cannot prove what you say is true? Those things work both ways, I'm afraid.

I'm sorry we could not help, but we do not investigate sportsbook-related matters, and user reviews related to SB are also not approved for the same reason. At the same time, our casino reviews are solely about casino games and fairness. Feel free to discuss that with fellow sports bettors in the sports betting section of the forum, which also suggests we keep both content separate.

Meget nemt, bare spørg casinoet, hvad min påståede snyd var, og få dem til at fremlægge bevis fra sig selv.

På den anden side, som jeg nævnte, har jeg også vundet penge på spilleautomater, og jeg blev også snydt der. Kan I ikke gøre noget ved det heller?

Let me narrow the expectation; maybe it can be helpful. In my previous posts I'm explaining why the first complaint was rejected. I cannot answer your questions because, in most cases involving partial sports betting, it is directly linked to the description you provide in the request as well as to the reason for the action on the casino's side.

If the sports bet or associated SB rule is directly involved in the voidance, it plays little role that the slots were also played. When players breach the rules, casinos usually void the entire amount and close the account.

Som sagt har jeg ikke brudt nogen regler. Jeg bad casinoet om at fremlægge beviserne mod mig, og deres svar var, at de henviser til deres vilkår og betingelser, som dybest set siger, at de kan gøre, hvad de vil med min konto.

På den anden side, ifølge din argumentation, hvis nogen vinder, og vi skal satse €2.000 på en spilleautomatpræmie, og de så beslutter sig for at placere et sportsvæddemål på det samme casino, kan du så ikke gøre noget ved det? Ser du ikke, hvor forsvarsløse vi spillere er så? Det er fuldstændig absurd.

Du har hjulpet folk som mig før, jeg har læst det i tidligere klager, men jeg forstår ikke, hvorfor du ikke vil konfrontere granawin, du tør ikke engang offentliggøre min anmeldelse, som var fuldstændig respektfuld og sandfærdig.

Er det så svært for dem at acceptere, at casinoet er afsløret, fordi de absolut ingen beviser har mod mig? Du ser et tydeligt fupnummer, og du tillader det.

I understand you believe you have done nothing wrong, and no one has ever said you did. But the problem is what we can actually prove to the casino to contradict their decision. Imagine this: When sports betting is involved and the casino has already told you that the sports betting rules were breached, we are in no position to contradict that, because the reason for voiding the winnings was sports betting. That's simply all, and nothing else really matters here. It makes little sense to ask casino to prove something we do not engage in. Many casinos and sportsbooks have rules saying that they can void winnings and close accounts solely on their decisions, and it is used also in the case of for example, arbitrary bets. But we cannot say whether something was or was not an arbitrary bet. Hope this example helps a bit.

Just as I said, your casino review was rejected because it was based on the same issue as the complaint; therefore, it's not related to casino fairness but rather to sports betting rules used against you.

I understand the situation is frustrating, but the questions you asked have transparent and logical answers. If you believe that sports betting did not play any role in this problem, submit a new complaint request and explain this perspective; that's the only thing I can suggest.

Det jeg ikke forstår er hvorfor du ignorerer mine spilleautomatvæddemål og gevinster. Hvad har det med sportsvæddemål at gøre?

Konklusionen her er, at et casino stjæler fra en spiller, så hvad betyder det for, hvor profitten kommer fra? Tror du, det er lovligt for dem at stjæle mine penge fra spilleautomater også? Fortæl mig det ærligt.

I believe I said the possible reason "If the sports bet or associated SB rule is directly involved in the voidance, it plays little role that the slots were also played. When players breach the rules, casinos usually void the entire amount and close the account."

in other words, if the casino or sportsbook believes the rules were breached, the entire balance is voided and the account is closed. That's the point of why the associated sports betting plays such an important role. If the rules used for the account closure and alleged winnings voidance come out of the casino-related terms, we can investigate; if the rules come from the sports betting branch, we cannot proceed further, even if the player played slots. the entire balance is usually voided, regardless of its origin, because the casino also aims to close the entire account, not just the sports betting section.

Og du synes, det er okay? Synes du, det er en rimelig regel, at de overhovedet sletter min anmeldelse?

Synes du virkelig, at et casino, der ensidigt kan lukke og slette en konto uden bevis, fortjener en 7,2-vurdering på CasinoGuru? Du huser svindlere. Folk, der, hvis du taber, sender dig utallige e-mails, hvor de opfordrer dig til at fortsætte med at tabe og ruinere deres familier, men hvis de vinder, blokerer de dig og stjæler dine gevinster. Du støtter disse mennesker med din ligegyldighed.

Tror du, at hvis jeg rent faktisk havde snydt, ville jeg spilde min tid her? Hverken casinoet eller du har givet mig en chance for at forsvare mig selv.

I understand what you are saying, but it is now clear to me that you are on the wrong website. Let me repeat the facts, please: We have never reviewed sportsbooks nor accepted associated complaints or players' reviews. I get you assumed there is a way for my colleagues to get engaged, but it did not work out—already explained.

Would it be less frustrating and more constructive to visit websites focusing on casinos and sportsbooks alike? Because I have answered everything fairly and have nothing else to add. Do you think it is fair to accept your negative review of the casino when we know it is not actually about the casino? I truly understand you, but this is not about what I think is fair; it is about what we cannot do for you.

Men hvordan kan det ikke handle om casinoet, når jeg har spillet spilleautomater og også er blevet bestjålet der??? Forstår du ikke, at sportsvæddemål ikke har noget med casinoet at gøre? Du accepterer ikke anmeldelsen, fordi du ikke er interesseret.

Jeg har læst snesevis af klager over spillere, der har spillet spilleautomater og sportsvæddemål, og I har håndteret det. Jeg er ikke på den forkerte side, jeg tror bare, jeg klager over det forkerte casino, som I dækker over og hvidvasker.

Hvis min oplevelse har været udelukkende negativ og påviselig, og jeg har spillet spilleautomater, hvorfor kan jeg så ikke offentliggøre den præcist? Jeg forstår det virkelig ikke; den eneste forklaring er, at du er under pres fra Granawin.

I believe I openly answered those questions. If you are convinced that the mediator, who is not here on the forum to answer any concrete questions associated with the rejected complaint, wrongly closed the case, please form another complaint request.

Just a tip: the things you mentioned as sort of arguments won't, in my opinion, work. I'm talking about how that matter has nothing to do with SB, because you also played slots and so on... if the casino closed your account or voided your winnings based on general casino rules without any sign of sports betting rules involved, that has potential but it would be best to attach a screenshot to support that in the request. I wish you the best outcome possible.

Yet I'm sorry we have been running in circles here on the forum.