Kære leblancendombe ,
Jeg beklager at meddele dig, at kasinoet ikke har svaret på mine yderligere forespørgsler, på trods af flere forsøg på at nå deres repræsentanter gennem forskellige kanaler. Desværre var alle bestræbelser på at få afklaring uden held.
Efter en intern gennemgang konkluderede vi, at selvom beviserne fra kasinoet var omfattende, manglede det den nødvendige klarhed til endeligt at demonstrere ond tro eller et forsøg på at misbruge bonussystemet fra din side. For eksempel, hvis de pågældende midler allerede var til stede på din konto, virker det ulogisk, at du vil risikere hele din saldo ved at oprette en anden konto udelukkende for at gøre krav på gratis spins, før du hæver. Kasinoet har dog ikke givet afklaring i denne sag.
Selvom vi respekterer vigtigheden af at overholde vilkår og betingelser, herunder forbuddet mod flere konti, underbygger beviserne i denne sag ikke tilstrækkeligt et klart brud, og det peger heller ikke overbevisende på et misbrugsforsøg. I sådanne tilfælde mener vi, at en rimelig løsning ville være, at kasinoet udbetaler gevinsterne. Kasinoet har dog enten overset eller ignoreret flere meddelelser, der søger afklaring.
Som følge heraf, og i betragtning af den manglende sikkerhed omkring problemet, har vi besluttet at omklassificere denne klage som uløst . Jeg forstår, at dette stadig ikke er det resultat, du håbede på. Ikke desto mindre håber vi, at kasinoet erkender den uløste karakter af denne klage og genovervejer at behandle sagen mere grundigt. Skulle de give et svar i fremtiden, vil vi straks genåbne klagen og give dig besked via e-mail.
Tak for din forståelse, og du er velkommen til at kontakte os, hvis du har yderligere spørgsmål eller bekymringer.
Bedste hilsner,
Kubo
Dear leblancendombe,
I regret to inform you that the casino has not responded to my additional inquiries, despite multiple attempts to reach their representatives through various channels. Unfortunately, all efforts to obtain clarification were unsuccessful.
After an internal review, we concluded that while the evidence provided by the casino was comprehensive, it lacked the necessary clarity to conclusively demonstrate bad faith or an attempt to abuse the bonus system on your part. For example, if the funds in question were already present in your account, it seems illogical that you would risk your entire balance by creating a second account solely to claim free spins before withdrawing. However, the casino has not provided clarification on this matter.
Although we respect the importance of adhering to Terms & Conditions, including the prohibition on multiple accounts, the evidence in this case does not sufficiently substantiate a clear breach, nor does it convincingly point to an abuse attempt. In such instances, we believe a fair resolution would be for the casino to pay out the winnings. However, the casino has either overlooked or ignored multiple notifications seeking clarification.
As a result, and given the lack of certainty surrounding the issue, we have decided to reclassify this complaint as unresolved. I understand this is still not the outcome you were hoping for. Nevertheless, we hope the casino recognizes the unresolved nature of this complaint and reconsiders addressing the matter more thoroughly. Should they provide a response in the future, we will promptly reopen the complaint and notify you via email.
Thank you for your understanding, and please feel free to reach out if you have any further questions or concerns.
Best Regards,
Kubo
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