Kære Jurrie123,
Mange tak for din klage. Jeg er meget ked af at høre om dit problem. Tillad mig at stille dig et par spørgsmål, så jeg bedre kan forstå situationen.
Kan du oplyse, om din konto er blevet fuldt verificeret?
Har du fået en forklaring på, hvorfor du ikke kan hæve dine gevinster?
Forstår jeg rigtigt, at du spillede hele din saldo væk?
Vær venlig at forstå, at værktøjer såsom at låse dine gevinster ikke er obligatoriske, de er blot en ekstra funktion. Desværre er der ikke ensartede regler, der vil blive anvendt på alle kasinoer, og spillerbeskyttelsesværktøjer administreres udelukkende af casinoet.
Fortæl mig venligst, hvis der er andet, vi kan gøre for dig, ellers vil jeg være tvunget til at afvise denne klage. Mange tak for din forståelse.
Med venlig hilsen
Veronika
Dear Jurrie123,
Thank you very much for submitting your complaint. I'm very sorry to hear about your issue. Please allow me to ask you a few questions so I can better understand the situation.
Could you please advise if your account has been fully verified?
Have you received any explanation as to why you can't withdraw your winnings?
Do I understand correctly that you gambled away your entire balance?
Please understand that tools such as locking your winnings are not mandatory, they are just an extra feature. Unfortunately, there aren't unified regulations that would be applied to all casinos, and player protection tools are managed by the casino exclusively.
Please let me know if there is anything else we can do for you, otherwise, I will be forced to reject this complaint. Thank you very much for your understanding.
Best regards
Veronika
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