Jeg har forsøgt at løse dette gennem de relevante kanaler et par gange nu uden held. På et tidspunkt fik jeg en kundeservice til at fortælle mig, at de kunne kreditere min casinokontosaldo beløbet tilbage, men blev derefter logget af systemet efter at have ventet noget tid. Da jeg fik nogen tilbage på chatten, fik jeg at vide, at jeg ville blive nødt til at sende min e-mail igen, hvis jeg klagede igen en anden gang, og de ville eskalere det, men det eneste svar, jeg nogensinde har fået, er et automatisk zendesk-svar. Jeg vil kopiere og indsætte mit brev til dem, jeg sendte til dem sidst.
Mailen er som følger:
** Det er tredje gang, jeg sender dette til din opmærksomhed, bedes du svare. Sendt første gang 7. november 2023**
Jeg anmodede for nylig om en hævning på $750,00 den 6. november, der skulle sendes til min konto via e-overførsel, hvilket gik fra at være begejstret og begejstret over, at jeg havde løst en lille nødsituation, som jeg krævede penge for at forhindre mig selv i at være hjemløs og også nok til at indhente nogle regninger . Da jeg var forsigtig, talte jeg med en af dine live chat-agenter og spurgte, om de kunne bekræfte, at alle pengene var mine og ikke ender med at blive teknisk set slet ikke mine. Jeg var forsikret om, at det hele var mit, og det var det. Derefter talte jeg med en agent, der fortalte mig, at min anmodning var blevet gennemført, og pengene blev sendt til min bankkonto, og jeg skulle se dem der snart. Da de blev sendt via etransfer, vidste jeg, at det ville være på min konto i morges. Så jeg gik til banken for at hæve den, og den var der ikke. Så jeg kontaktede support, og efter at en agent endnu en gang havde afbrudt mig og logget mig af applikationen, var jeg i stand til at tale med en agent ved navn Morgana, som forklarede mig, hvad der var sket, og hvor mine penge var nu.
Jeg er nu nødt til at gå til min udlejer og forklare dem, at de penge, jeg havde lovet, ville være i hans hænder i løbet af de næste par dage, som ville dække det, jeg skyldte, og ville standse enhver fraflytningssag fra hans side ikke længere eksisterer, fordi af fejlkommunikation og dine medarbejdere dybest set ud med at fortælle mig sandheden om, hvad der skete.
Jeg ville ikke i mine vildeste drømme have troet, at penge på saldoen på min spillekonto var de penge, jeg havde vundet og havde bedt om at blive indsat på min konto. Jeg har ikke modtaget nogen kommunikation, før jeg talte med agenten i morges, der fortalte mig, hvad der skete, og jeg har tjekket min spam og indbakke. Hvis jeg blev gjort opmærksom på dette, ville jeg have sendt pengene igen til hævning og ikke fortsat med at spille på dem. Jeg troede bare, at jeg havde husket forkert den afsluttende saldo, jeg havde logget af med sidste gang, jeg spillede, fordi jeg troede og fik at vide, at a) jeg havde trukket pengene ud af min spillekonto, så jeg trygt kunne vide, at pengene var ude af min. række ud efter gambling for at sikre, at mine regninger kunne betales, og b) jeg fik at vide, at min transaktion blev gennemført som anmodet, og at pengene snart ville stå på min bankkonto.
Jeg tror på at give virksomheder en fair chance for at arbejde sammen med mig som kunde for at løse det, jeg kan se i øjeblikket, er bare en meget stor fejl på flere af jeres agenters dele, når jeg kom til håndteringen af midler og kommunikationen af hvad der faktisk skete med midlerne. Jeg troede i god tro på, at dine medarbejdere fortalte mig sandheden og gav mig den rigtige information, så jeg kunne træffe informerede beslutninger, der kunne ændre mit liv væsentligt fremadrettet, og nu ser jeg ud som en idiot og muligvis en løgner. Jeg vil ærligt talt have de fulde 750,00, som jeg forventede at blive overført til mig i henhold til mine samtaler, der oprindeligt havde bekræftet mig, at det var blevet sendt til min konto, hvilket førte mig til at afgive løfter, jeg ikke kunne holde, fordi jeg havde troet på, at din medarbejdere ville ikke styre mig forkert.
Jeg ønsker ikke at tage dette længere end dette, da jeg håber, at du er i stand til at løse dette problem mellem os hurtigt og undgår behovet for at tage dette længere. Jeg har nydt at spille på dit kasino, og indtil nu kunne jeg ikke have sagt en dårlig ting om min oplevelse med dit firma, men det er ikke noget, jeg bare kan lade glide og gå væk fra uden at føle, at jeg var blevet udnyttet og vant til i sidste ende forvirre og narre mig til ubevidst at bruge den meget mindre mængde gevinster, så jeg havde fået at vide, at jeg var i stand til at hæve fuldt ud.
Med venlig hilsen
Matthew Brown
Grundlæggende føler jeg, at de skylder mig de 750, da jeg havde fået at vide, at jeg modtog det beløb, og det var allerede blevet overført til min konto, men jeg indså, at det måske ikke var muligt.
I have tried to resolve this through the appropriate channels a few times now with out success. At one point I had a customer service tell me they could credit back my casino account balance the amount but then was logged off the system after waiting some time. When I got someone back on the chat I was told I would have to resend my email if complaint again a second time and they would escalate it but the only response I have ever gotten is an automated zendesk response. I am going to copy and paste my letter to them I sent to them last.
The email is as follows :
** This my 3rd time sending this to your attention please respond. First sent Nov 7 2023**
I recently requested a withdrawal of $750.00 on Nov 6th to be sent to my account via etransfer which went from being excited and thrilled I had solved a small emergency which I required funds to stop myself from being homeless and also enough to catch up on some bills. Being cautious I spoke to one of your live chat agents and asked if they could confirm that all the money was mine and not going to end up being technically not mine at all. I was assured it was indeed all mine and that was that. Then I spoke to an agent that told me that my request had been completed and the funds were sent to my bank account and I should see them there shortly. As they were being sent via etransfer I knew it would being in my account this morning. So I went to the bank to withdrawal it and it wasn’t there. So I contacted support and after one agent yet again disconnecting me and logging me off the application I was able to speak to an Agent Named Morgana who explained to me what had all happened and where my money was now.
I have now got to go to my landlord and explain to them that the money I had promised would be in his hands in the next few days that would shore up what I owed due and would halt any eviction action on his part no longer exists because of miscommunications and your employees basically out right not telling me the truth about what was happening.
I would not have in my wildest dreams thought that money in the balance of my betting account was the money that I had won and had asked to be deposited to my account. I have no received any communication until speaking with the agent this morning that told me what was what was happening and I have checked my spam and inbox. If I was made aware of this fact I would have sent the money again for withdrawal and not continued to gamble it. I just thought I had misremembered the closing balance I had logged off with the last time I had played because I believed and was told that a) I had withdrawn the funds out of my betting account so I could safely know that money was out of my reach for gambling to make sure my bills could be paid and b) I was told that my transaction was completed as requested and that the money would be in my bank account shortly.
I believe in giving companies a fair chance to work with me as a customer to resolve what I can see at the moment is just a very big mistake on several of your agents' parts when I came to the handling of funds and the communication of what was actually happening with the funds. I in good faith believed your employees to be telling me the truth and give me the right information so I could make informed decisions that could alter my life going forward significantly and now I am left looking like an idiot and possibly a liar. I frankly want the full 750.00 that I was expecting to be transferred to me as per my conversations that had originally confirmed to me that it had been sent to my account which led me to making promises I could not keep because I had put faith that your employees were not going to steer me wrong.
I do not wish to take this further than this as I hope you are able to resolve this issue between us quickly and avoid the need to take this any further. I have enjoyed playing on your casino and until now I could not have said a bad thing about my experience with your company but this is not something I can just let slide and walk away from without feeling like I had been taken advantage of and used to ultimately confuse and trick me into unknowingly use the much smaller amount of winnings then I had been told I was able to withdrawal fully.
Regards
Matthew Brown
Basically I feel like they owe me the 750 as I had been told I was receiving that amount and it had already been etransfered to my account however I realized that might not be possible.