Kære Casino.Guru Team,
Jeg vil gerne give en detaljeret opdatering om min igangværende tvist med Mr.Bet casino, inklusive den fulde samtale, jeg havde med deres kundeservice i dag.
Min første klage:
Jeg udtrykte frustration over den igangværende forsinkelse med at løse min adresseændring og frigive mine midler, på trods af at jeg havde indsendt de påkrævede dokumenter den 11. august. Jeg sagde:
"Jeg sætter ikke pris på den måde, denne situation håndteres på. Dette er allerede en igangværende tvist hos Casino.Guru, og jeg forbereder mig på at eskalere den yderligere til Curacao eGaming. Det er ikke mit problem, at jeres systemer står over for en stor mængde af forespørgsler, når du i første omgang håndterer tvister på websteder som AskGamblers.com med en maksimal forsinkelse på 5 dage. Jeg forventer, at forsinkelsen med min sag er urimelig og uacceptabel processen og bekræft, når mine midler er blevet frigivet."
Mr.Bets svar:
De svarede med følgende:
"Vi står i øjeblikket over for et stort antal anmodninger på vores systemer, hvilket kan forårsage længere end normalt behandlingstider for dine udbetalingsanmodninger, kontobekræftelser eller opgavesvar. Vi kontakter dig via e-mail, så snart vi har flere oplysninger. Vi sætter pris på din tålmodighed og forståelse i denne tid."
Min opfølgning:
Jeg svarede på deres besked og sagde:
"Tak for dit svar, men jeg har svært ved at acceptere din forklaring. Jeg har vedhæftet et skærmbillede, der viser, at lignende tvister bliver løst meget hurtigere, på trods af din påstand om, at min sag bliver behandlet så hurtigt som muligt. Min situation er ikke anderledes end disse tvister, men jeg står over for en urimelig forsinkelse. Forklar venligst uoverensstemmelsen mellem, hvordan disse sager bliver løst så hurtigt, mens mine fortsat oplever forsinkelser.
Mr.Bets svar:
Deres svar var som følger:
"Jeg kan kun rådgive dig angående din konto. I øjeblikket har jeg ikke noget andet svar til dig. Din sag er under behandling, og vi forsøger at gøre alt så hurtigt som muligt for ikke at få vores brugere til at vente længe Vi giver dig besked, så snart der er ændringer, beslutninger eller svar vedrørende din sag. Vi har ingen andre svar til dig lige nu.
Mit sidste svar:
Jeg gentog mine bekymringer:
"Tak for dit svar, men desværre giver det ikke nogen meningsfuld opdatering eller begrundelse for den fortsatte forsinkelse i løsningen af min sag. At blive gentagne gange bedt om at "være tålmodig" uden en konkret tidslinje er ikke en acceptabel løsning. Denne løbende forsinkelse kun forværrer situationen og afspejler dårligt din virksomheds omdømme. Jeg ser lignende sager blive løst meget hurtigere, og jo længere tid dette trækker ud, jo mere skade gør det på din stilling hos kunderne kan give mere detaljerede svar og fremskynde afklaringen af min sag."
På dette tidspunkt har Mr.Bet undladt at give nogen konkrete løsninger eller tidsplaner, og forsinkelsen føles fortsat urimelig. Enhver hjælp, du kan tilbyde for at løse denne sag, vil blive meget værdsat.
Dear Casino.Guru Team,
I want to provide a detailed update on my ongoing dispute with Mr.Bet casino, including the full conversation I had with their customer service today.
My Initial Complaint:
I expressed frustration with the ongoing delay in resolving my address change and releasing my funds, despite having submitted the required documents on August 11. I stated:
"I do not appreciate the way this situation is being handled. This is already an ongoing dispute at Casino.Guru, and I am preparing to escalate it further to Curacao eGaming. It is not my problem that your systems are facing a high volume of requests when, in the first place, you are handling disputes on websites like AskGamblers.com with a maximum delay of 5 days. I find the delay with my case unreasonable and unacceptable. I expect this matter to be resolved without further excuses. Please expedite the process and confirm once my funds have been released."
Mr.Bet's Response:
They responded with the following:
"We are currently facing a high volume of requests on our systems, which may cause longer than usual processing times for your withdrawal requests, account verifications, or task responses. We will contact you via email as soon as we have more information. We appreciate your patience and understanding during this time."
My Follow-up:
I replied to their message, stating:
"Thank you for your response, but I find it difficult to accept your explanation. I have attached a screenshot showing that similar disputes are being resolved much more quickly, despite your claim that my case is being handled as fast as possible. My situation is no different from those disputes, yet I am facing an unreasonable delay. Please explain the discrepancy between how these cases are being resolved so expeditiously, while mine continues to face delays."
Mr.Bet's Response:
Their reply was as follows:
"I can only advise you regarding your account. At the moment, I have no other answer for you. Your case is under consideration, and we are trying to do everything as quickly as possible so as not to make our users wait for a long time. We will notify you as soon as there are any changes, decisions, or answers regarding your case. Please be patient. For now, we have no other answers for you and will not have them right now."
My Final Response:
I reiterated my concerns:
"Thank you for your response, but unfortunately, it does not provide any meaningful update or justification for the continued delay in resolving my case. Being repeatedly asked to "be patient" without a concrete timeline is not an acceptable solution. This ongoing delay only worsens the situation and reflects poorly on your company’s reputation. I see similar cases being resolved much faster, and the longer this drags on, the more damage it does to your standing with customers. Please escalate this matter to a higher authority within your company who can provide more detailed answers and expedite the resolution of my case."
At this point, Mr.Bet has failed to provide any concrete solutions or timelines, and the delay continues to feel unreasonable. Any assistance you can offer to resolve this matter would be greatly appreciated.
Automatisk oversættelse:
