Tak for alle de leverede oplysninger og beviser, LuckyKoala Team.
Kære nyojim,
Efter at have indsamlet alle oplysninger og beviser, var jeg i stand til at forstå situationen, der opstod, og de handlinger, som casinoteamet tog, var berettigede.
Som tidligere kommunikeret, blev de pågældende gevinster ikke optjent gennem rimelige midler på grund af en softwarefejl, der ikke nøjagtigt afspejlede flere ikke-vindende væddemål, og primært viste kun de vindende på saldoen på det tidspunkt. Denne uoverensstemmelse blev efterfølgende rettet, og alle berørte spillere, inklusive dig selv, blev behørigt informeret om dette. Efter at have trukket de "uretfærdige" gevinster fra din saldo, ser det ud til, at du accepterede denne justering, da du fortsatte med at spille normalt og endda foretog yderligere indbetalinger. Dette rejser nogle spørgsmål vedrørende tidspunktet for din klage, som først blev indgivet efter, at du oplevede tab. Selvom jeg forstår, at softwarefejlen ikke var forårsaget af dig, er reglen 7.3.16. casinoteamet påpegede i deres e-mail til dig fra 14.10.2024 blev anvendt korrekt.
Jeg erkender, at brugeroplevelsen i dette tilfælde er mindre end ideel, men det er vigtigt at bemærke, at selv de mest avancerede systemer i førende kasinoer lejlighedsvis kan støde på problemer, da intet system altid er 100 % fejlfrit.
Jeg forstår, at dette resultat ikke er, hvad du har håbet på, men jeg vil gerne forsikre dig om, at vi som uafhængig part omhyggeligt har gennemgået alle tilgængelige oplysninger og beviser. Baseret på vores vurdering har casinoteamet handlet i fuld overensstemmelse med deres etablerede regler, og fradraget af de "uretfærdige" gevinster fra din saldo var faktisk berettiget. Kasinoteamet har refunderet dig €1884, hvilket ser ud til at være den rigtige ting at gøre, men desværre kan de €3100, du bestrider, ikke betragtes som legitime gevinster på grund af softwarefejlen.
Jeg håber, at mit svar har afklaret situationen for dig. Fortæl mig venligst, hvis jeg kan betragte din klage behandlet, eller hvis du har brug for hjælp til andet.
Thank you for all the provided information and evidence, LuckyKoala Team.
Dear nyojim,
After gathering all the information and evidence, I was able to understand the situation that occurred, and the actions taken by the casino team were justified.
As previously communicated, the winnings in question were not accrued through fair means due to a software error that failed to accurately reflect multiple non-winning bets, primarily showing only the winning ones in the balance at that time. This discrepancy was subsequently rectified, and all players affected, including yourself, were duly informed about this. Following the deduction of the "unfair" winnings from your balance, it appears that you accepted this adjustment, as you continued to play normally and even made further deposits. This raises some questions regarding the timing of your complaint, which was submitted only after you experienced losses. Although I understand the software error was not caused by you, the rule 7.3.16. the casino team pointed out in their email to you from 14.10.2024 was applied correctly.
I recognize that the user experience in this instance is less than ideal however, it is important to note that even the most advanced systems in leading casinos can occasionally face issues as no system is always 100% flawless.
I understand that this outcome is not what you have hoped for, but I want to assure you that, as an independent party, we have carefully reviewed all the available information and evidence. Based on our assessment, the casino team has acted in full compliance with their established rules, and the deduction of the "unfair" winnings from your balance was indeed justified. The casino team has refunded you €1884, which appears to be the right thing to do, but unfortunately, the €3100 you are disputing cannot be considered legitimate winnings due to the software error.
I hope that my response has clarified the situation for you. Please let me know if I can regard your complaint addressed or if you need assistance with anything else.
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