Kære Marme,
Jeg kan forstå, at du måske havde forventet et andet udfald i denne sag, og som jeg har nævnt flere gange, forstår jeg fuldt ud din skuffelse over tempoet i din udbetaling; dog ser det ud til, at du med vilje overser det faktum, at casinoet har en udbetalingsgrænse på 500 EUR pr. transaktion, som beskrevet i deres vilkår og betingelser, som du accepterede, da du oprettede din konto. Selvom jeg også gerne vil se denne grænse være meget højere, og jeg kan føle med dig, at casinoet kunne behandle alle dine udbetalinger hurtigere, er det tydeligt nævnt i deres vilkår og betingelser, og casinoteamet behandlede dine udbetalinger så hurtigt, som deres nuværende ressourcer tillod dem.
Jeg må endnu en gang påpege, at du ikke var alene om dette; mange andre kunder ventede også på deres udbetalinger, som alle er lige så ivrige efter at modtage deres penge med det samme som dig.
Selvom jeg forstår, at situationen langt fra var ideel, må jeg påpege, at processen var i gang, og du modtog betalinger med jævne mellemrum.
Desuden, da du besluttede at spille videre, og midlerne var nogenlunde tabt under dit fortsatte spil, er der ikke meget, vi kan gøre på dette tidspunkt. Tålmodighed er afgørende under disse omstændigheder, og når midlerne er væk, er vores muligheder for at tilbyde yderligere hjælp dybest set tæt på nul. Selvom du bestemt har ret til dit perspektiv, kan vi ikke lukke denne sag som uafklaret. Tabet af de resterende midler var et direkte resultat af beslutninger truffet under dit spil, og disse valg var helt dine.
I betragtning af denne situation vil jeg nu fortsætte med at afslutte din sag. Vi beklager oprigtigt, at vi ikke kan yde yderligere hjælp.
Du er velkommen til at være uenig i vores vurdering og kan kontakte casinolicensmyndigheden, hvis du føler, at casinoet har handlet uretmæssigt. Vi kan dog ikke hjælpe yderligere med denne sag. Hvis du støder på problemer med dette eller ethvert andet casino i fremtiden, så tøv ikke med at kontakte os. Vi vil gøre vores bedste for at hjælpe.
Venlig hilsen,
Michal
Casino Guru
Dear Marme,
I can understand that you might have anticipated a different outcome in this case, and as I have mentioned multiple times, I completely understand your disappointment with the pace of your payout; however, you seem to intentionally overlook the fact that the casino has a withdrawal limit of 500 EUR per transaction, as outlined in their Terms and Conditions, which you accepted when you created your account. While I would also like to see this limit be much higher, and I can empathise with you that the casino could process all your withdrawals more quickly, it is clearly mentioned in their terms and conditions, and the casino team was processing your withdrawals as swiftly as their current resources permitted them.
I once again must point out that you were not alone in this; many other customers were also awaiting their payouts, all of whom are just as eager to receive their funds promptly as you.
While I understand that the situation was far from ideal, I must point out that the process was ongoing and you were receiving payments on a regular basis.
Moreover, since you decided to play further and the funds were fairly lost during your continued play, there isn’t much we can do at this point. Patience is essential in these circumstances, and once the funds are gone, our options to offer any further help are basically close to zero. While you are certainly entitled to your perspective, we cannot close this case as unresolved. The loss of the remaining funds was a direct result of decisions made during your gameplay, and those choices were entirely yours.
Given this situation, I will now proceed to close your case. We sincerely regret that we cannot provide further assistance.
You are welcome to disagree with our assessment and may contact the casino licensing authority if you feel the casino has acted improperly. However, we cannot assist further with this matter. If you encounter any issues with this or any other casino in the future, please don’t hesitate to reach out to us. We will try our best to help.
Best regards,
Michal
Casino Guru
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