Tak for dine beskeder og for din tålmodighed.
Ifølge de e-mails, du sendte mig, anmodede du om at blive selvudelukket den 13. februar, og din konto blev lukket den 15. februar, blot to dage senere.
Jeg forstår, at du i tiden mellem din anmodning og den faktiske lukning var i stand til at indsætte penge på din konto. I henhold til vores politik anser vi dog en to-dages behandlingstid for anmodninger om selvudelukkelse for at være en rimelig tidsramme for kasinoet. Da selvudelukkelsesanmodninger typisk håndteres manuelt af den relevante afdeling, og mange kasinoers afdelinger ikke opererer i weekenden, var din konto lukket om lørdagen, hvilket er uden for normal arbejdstid.
I henhold til vores politik ville vi ikke holde kasinoet ansvarlig for forsinkelsen i behandlingen af din anmodning om selvudelukkelse, hvis det var lukket den første hverdag efter weekenden, hvilket i dette tilfælde var mandag.
Med hensyn til det tilbud, du modtog fra casinoet før din kontolukning, vil jeg gerne tage fat på dette fra et ansvarligt spil synspunkt. Selvom vi ikke er enige i, at kasinoer sender sådanne tilbud til spillere, der har anmodet om selvudelukkelse, forstår vi, at dette er en del af visse operatørers forretningspraksis. Det er vigtigt at understrege, at sådanne tilbud, selvom de tilsyneladende er fristende, måske ikke stemmer overens med kerneværdierne for ansvarligt spil.
Som fortalere for ansvarligt spil mener vi, at det er vigtigt for kasinoer at respektere en spillers beslutning om at udelukke sig selv uden at forsøge at lokke dem tilbage med bonusser eller kampagner. Vi opfordrer altid kasinoer til at fokusere på deres spilleres velbefindende og undgå at tilbyde nogen form for incitament, der kan underminere en spillers anmodning om selvudelukkelse.
Men da din konto er blevet lukket inden for en rimelig tidsramme, er vi ikke i stand til at hjælpe dig med anmodningen om tilbagebetaling af dine mistede indskud.
På grund af ovennævnte grunde vil denne klage nu blive afvist. Tak for din forståelse, jeg beklager, at vi ikke kunne være til mere hjælp ved denne lejlighed. Tøv ikke med at kontakte os, hvis du støder på problemer med dette eller ethvert andet casino i fremtiden.
Thank you for your messages and for your patience.
According to the emails you sent me, you requested to be self-excluded on February 13, and your account was successfully closed on February 15, just two days later.
I understand that during the time between your request and the actual closure, you were able to deposit money into your account. However, according to our policy, we consider a two-day processing time for self-exclusion requests to be a reasonable timeframe for the casino. Since self-exclusion requests are typically handled manually by the relevant department, and many casinos' departments do not operate over weekends, your account was closed on Saturday, which is outside of regular working hours.
As per our policy, we would not hold the casino responsible for the delay in processing your self-exclusion request if it was closed on the first working day after the weekend, which in this case was Monday.
Regarding the offer you received from the casino before your account closure, I would like to address this from a responsible gaming standpoint. While we do not agree with casinos sending such offers to players who have requested self-exclusion, we understand that this is part of the business practice of certain operators. It is important to highlight that such offers, while seemingly tempting, may not align with the core values of responsible gaming.
As advocates for responsible gambling, we believe it is essential for casinos to respect a player’s decision to self-exclude without trying to entice them back with bonuses or promotions. We always encourage casinos to focus on the well-being of their players and avoid offering any form of incentive that might undermine a player’s self-exclusion request.
However, since your account has been closed within a reasonable timeframe, we are unable to assist you with the request for a refund of your lost deposits.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
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