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Jeg skriver for at klage over min oplevelse med Red Dog Casino, hvor jeg vandt $5404 (faktisk vandt $15k, men dette var min maksimale udbetaling, som jeg var godt klar over) den 21/1 og 22/1. Kasinoet er dog kun villig til at udbetale mine gevinster i trin på $500, hvor den resterende saldo potentielt tager 11 uger at være fuldt udbetalt.
Mine bekymringer er som følger:
Urimelig og urimelig udbetalingsplan: Mine gevinster bliver udbetalt på en måde, der føles væsentligt forsinket, især i betragtning af at jeg er en ny spiller med en aktiv indbetaling og bonus tilknyttet. Jeg bruger også Bitcoin, som angiver på hjemmesiden 1-3 dage til behandling, men min sidste udbetaling tog mere end en uge, og efter at have anmodet om en gennemgang på mit spillerniveau for at øge min udbetalingsgrænse, fortsætter Jenny fra faktureringsafdelingen at give mig det samme svar, at henvise til T&C til hver e-mail, jeg læser, og ignorerer mine specifikke spørgsmål og fik mig til at vente en hel kalenderuge på den samme hævning på $500. Min seneste hævning blev betalt i dag for $500, så jeg forstår, hvis du ikke er villig til at påtage dig denne sag, da det ikke har været to uger uden betaling, men dette er grundene til, at jeg tror, at hvis du greb ind, ville det fremskynde mine gevinster, og også forbedre deres operationer for at behandle spillere retfærdigt, og give advarsler til fremtidige spillere om, at det er, hvad der sker, når du beslutter dig for at spille med RedDog. Jeg fandt også en meget lignende tråd/klage, som en spiller i USA havde med RedDog, som du løste. Spilleren var begrænset til $300 betalinger, Red Dog Rep kom ind og sagde, at de ville gennemgå tilbagetrækningsgrænserne, og hurtigt efter at spilleren var blevet udbetalt. De ønsker ikke, at folk på internettet skal vide, om de vinder stort, de vil blive betalt tilbage i trin, hvem vil gerne vente måneder på at få dine gevinster? Det forekommer mig urimeligt.... Så jeg fortsætter...
Mangel på gennemsigtighed og kommunikation: På trods af flere forsøg på at kontakte kundesupport og fakturering vedrørende tilbagetrækningsgrænser og behandlingstider, modtog jeg inkonsekvente og forvirrende oplysninger.
Uklar indvirkning på spillerniveau: Kasinoet hævder, at spillerniveau bestemmer udbetalingsbehandlingstider, men kundeservice modsagde denne erklæring. Jeg har ikke modtaget nogen klar forklaring på mit spillerniveau eller dets indvirkning på udbetalinger. De angiver også, at spillerniveau er baseret på kreditscore, hvilket ikke er sandt, fordi de ikke har mit cpr-nummer. De burde ikke være i stand til at lyve for at få folk til at tro, at forsinkelsen er spillerens skyld.
Bekymringer om datasikkerhed: Mine bekræftelsesdokumenter blev sendt til en personlig e-mailadresse, hvilket giver anledning til bekymringer om datasikkerhedspraksis.
Følelse af respektløshed og ydmygelse: Kommunikationen og håndteringen af min situation af casinopersonalet har været uprofessionel og respektløs.
Jeg har gennemgået vilkårene og betingelserne og mener, at kasinoet misviser deres tilbagetrækningspolitikker. De hævder også i T&C om store gevinster, kasinoet har ret til at opdele udbetalingerne i enheder, men hvad betragtes som en "stor gevinst"? Hvis et casino kæmper for at udbetale til nye kunder, hvorfor skulle nogen så ønske at fortsætte med at spille med dem? Derudover er jeg villig til at levere dokumentation til støtte for mine påstande. (Fortæl mig venligst, hvad der vil være nyttigt, jeg har alt dokumenteret, men ønsker ikke at sende dokumenter, hvis dette ikke er en kvalificeret klage.)
Mit ønskede resultat:
Fuld og øjeblikkelig udbetaling af mine resterende gevinster (eksklusive de 2 $500 betalinger, der allerede er modtaget).
Klar og gennemsigtig kommunikation om spillerniveaubestemmelse og dens indvirkning på udbetalingsbehandlingen.
Forbedret datasikkerhedspraksis. (Jeg vil aldrig spille her igen, så det betyder ikke meget)
Respektfuld og professionel behandling fra faktureringsafdeling.
Tak for din tid og opmærksomhed på denne sag. Jeg ser frem til dit svar og din løsning.
Med venlig hilsen
Austin D***
Dear Casino Guru,
I am writing to complain about my experience with Red Dog Casino, where I won $5404 (actually won $15k but this was my max cash out which I was well aware of) on 1/21 & 1/22. However, the casino is only willing to pay out my winnings in $500 increments, with the remaining balance potentially taking 11 weeks to be fully paid.
My concerns are as follows:
Unfair and unreasonable payout schedule: My winnings are being disbursed in a way that feels significantly delayed, especially considering I'm a new player with an active deposit and bonus attached. I’m also using Bitcoin, which states on the website 1-3 days for processing, however my last payout took more than a week, and after requesting for a review on my player level to increase my withdraw limit, Jenny from billing department continues to give me the same response, to refer to T&C to every email I read, and ignores my specific questions, and made me wait a full calendar week for the same $500 withdraw. My most recent withdraw was paid today for $500, so I understand if you’re unwilling to take on this case, as it hasn’t been two weeks without a payment, however this these are the reasons I believe if you did intervened it would expedite my winnings, and also improve their operations to treat players fairly, and give warnings to future players that this is what happens when you decide to play with RedDog. I also found a very similar thread / complaint a player in US had with RedDog that you resolved. The player was limited to $300 payments, Red Dog Rep came in and said they would review the withdraw limits, and quickly after the player was paid out. They don’t want people on the internet to know if they win big, they will be paid back increments, who would want to wait months to get your winnings? It seems unreasonable to me…. So I will continue on…
Lack of transparency and communication: Despite multiple attempts to contact customer support and billing regarding withdrawal limits and processing times, I received inconsistent and confusing information.
Unclear player level impact: The casino claims player level determines withdrawal processing times, but customer service contradicted this statement. I have received no clear explanation of my player level or its impact on payouts. They also state player level is based on credit score, which is not true because they don’t have my social security number. They shouldn’t be able to lie to make people believe the delay is the players fault.
Data security concerns: My verification documents were sent to a personal email address, raising concerns about data security practices.
Feeling disrespected and humiliated: The communication and handling of my situation by the casino staff have been unprofessional and disrespectful.
I have reviewed the terms and conditions and believe the casino is misrepresenting their withdrawal policies. They also claim in the T&C on large winnings, the casino has the right to divide the payouts into units, but what is considered a "large win"? If a casino is struggling to pay out to new customers, why would someone want to continue playing with them? Additionally, I am willing to provide documentation to support my claims. (Please let me know what will be helpful, I have everything documented but don’t want to send docs if this isn’t a qualified complaint.)
My desired outcome:
Full and immediate payout of my remaining winnings (excluding the 2 $500 payments already received).
Clear and transparent communication regarding player level determination and its impact on withdrawal processing.
Improved data security practices. (I’ll never play here again so this doesn’t matter much)
Respectful and professional treatment from billing department.
Thank you for your time and attention to this matter. I look forward to your response and resolution.
Sincerely,
Austin D***
Redigeret af en Casino Guru admin
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