Kære Geirmercet77 ,
Kasinoet kan ikke give os de nødvendige detaljer/beviser. Jeg fik at vide, at spillere skulle løse deres problemer med kasinoet direkte. Modtog du yderligere oplysninger fra casinoet vedrørende dit problem?
Har du allerede prøvet at følge alle instruktionerne angivet på casinoets hjemmeside vedrørende klager, såsom de særlige casino-e-mails for klager, angivet i casinoets vilkår og betingelser (afsnit "15. Sådan klager du"), eller - tredjepartstjenester angivet i afsnittet " Klager "?
Hvis ikke, kan du så prøve det og give mig besked om et par dage, hvis der er nyheder eller opdateringer? Hvis ja, og intet hjalp - heldigvis ejer kasinoet en god licens og angiver gode ADR'er (Alternativ konfliktløsning) i deres vilkår og betingelser, så du burde være i stand til at løse dit problem eller fremskynde processen ved at indsende en klage til en af kasinoets ADR'er - eCOGRA eller ODR. Du kan finde mere om deres klageprocesser i samme casinos regler, afsnit "15. Sådan klager du", anden halvdel af denne regel. Det er også muligt at indgive en klage til MGA , dog mener jeg, at en af betingelserne for at indgive en klage er, at du tidligere har forsøgt at løse det med casinoet og/eller ADR. Så hvis en ADR undersøger spørgsmålet, beslutter, at kasinoet handlede korrekt og beslutter sig til fordel for kasinoet, hvilket er afgørende, kan vi betragte ADR's afgørelse som endelig.
Så hvis du har prøvet alt, anbefaler jeg, at du indsender en klage til kasinoets ADR(er) og venter på yderligere instruktioner og deres afgørelse. Men hvis du beslutter dig for at gøre det, kan du så give mig en bekræftelse på en vellykket indsendt klage her? Et skærmbillede eller en klageref. antallet burde være nok.
Selvom kasinoet ikke kan give os dokumentationen, er det nødt til at give det til ADR/regulatoren.
Ser frem til at høre fra dig.
Dear Geirmercet77,
The casino cannot provide us with the necessary details/evidence. I was told that players should solve their issues with the casino directly. Did you receive any further details from the casino regarding your issue?
Have you already tried to follow all the instructions stated on the casino website regarding complaints, such as the special casino emails for complaints, stated in the casino's Terms and Conditions (section "15. How to complain"), or - 3rd party services stated in section "Complaints"?
If not, can you please try it and let me know in a few days in case there is any news or updates? If yes, and nothing helped - fortunately, the casino owns a good license and states good ADRs (Alternative dispute resolution) in their Terms and Conditions, so you should be able to solve your issue or speed up the process by submitting a complaint with one of the casino's ADRs - eCOGRA or ODR. You can find more about their complaint processes in the same casino's rules, section "15. How to complain", the second half of this rule. It is also possible to lodge a complaint to MGA, however, I think that one of the conditions for submitting a complaint is that you previously tried to solve it with the casino and/or ADR. So, if an ADR investigates the issue, decides that the casino acted correctly and decides in favour of the casino, which is decisive, we can consider the ADR's decision as final.
So, in case you tried everything, I recommend you submit a complaint with the casino's ADR(s) and wait for further instructions and their decision. However, if you decide to do it, can you please provide me with a confirmation of a successfully submitted complaint here? A screenshot or a complaint ref. number should be enough.
Even if the casino cannot provide us with the supporting evidence, it has to provide it to the ADR/regulator.
Looking forward to hearing from you.
Redigeret af en Casino Guru admin
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