Hej angelbooty36,
Beklager, det tog længere tid end forventet.
Kære Spinago Casino team,
I Casino Guru lægger vi meget vægt på fair gambling. Det betyder, at hverken casinoet eller spilleren bør få en uretfærdig fordel. T&C'er for kasinoet bør sikre, at spillere ikke får nogen uretfærdig fordel i forhold til kasinoet. Samtidig skal de ikke være uretfærdige over for spillerne. Du kan læse mere i vores Fair Gambling Codex: https://casino.guru/fair-gambling-codex-for-casinos . Dette bruger vi også som grundlag for vores afgørelser vedrørende klager. Pointen er at skabe et sikkert og brugervenligt miljø for spillere, selv dem, der ikke læser hele T&C'erne (meget få gør det) og ikke er erfarne spillere. Faktum er, at én konto pr. person er en standardregel i branchen. Men ikke alle spillere er klar over det. Hovedpointen i denne regel er beskyttelse mod misbrug af velkomsttilbud. Hvis en spiller tager velkomstbonussen to gange, er det en uretfærdig fordel, og vi er enige om, at eventuelle gevinster skal annulleres. Dette er dog ikke tilfældet her.
Lad os opsummere hovedpunkterne i denne sag:
- Spilleren åbnede den anden konto i god tro, uvidende om, at den var imod reglerne
- Spilleren tog ikke en bonus, så der er ingen uretfærdig fordel opnået
- Spillerens første konto blev lukket baseret på deres anmodning, den var ikke selvudelukket på grund af spilproblemer
- Spillerens anden konto blev fuldt verificeret. Dette er vigtigt, fordi kasinoet på dette tidspunkt (hvis ikke før) burde have indset, at spilleren allerede havde en konto. Det er logisk for spilleren at antage, at alt er OK, hvis hun består verifikationen.
I betragtning af alt dette mener vi, at en fair tilgang fra kasinoet ville være at betale spilleren. Selvom hun utilsigtet brød en af kasinovilkårene, er der ingen fordel opnået ved det, og pengene blev vundet retfærdigt (gevinster var resultatet af hendes held, ikke nogen særlig fordel). Derfor vil vi gerne bede casinorepræsentanter om at tage alle de individuelle detaljer i denne sag i betragtning og genoverveje beslutningen om ikke at betale spilleren.
Ifølge vores interne metode, hvis spilleren ikke bliver betalt, vil klagen blive klassificeret "mod fair gambling", hvilket vil føre til et fald i kasinoets vurdering.
Hi angelbooty36,
Sorry, it took longer than expected.
Dear Spinago Casino team,
In Casino Guru we put lots of emphasis on fair gambling. This means that neither casino nor the player should get an unfair advantage. T&Cs of the casino should ensure that players get no unfair advantage over the casino. At the same time, they shouldn't be unfair to the players. You can read more in our Fair Gambling Codex: https://casino.guru/fair-gambling-codex-for-casinos. We also use this as a base for our decisions regarding complaints. The point is to create a safe and user-friendly environment for players even those who don't read the whole T&Cs (very few do) and aren't experienced gamers. The fact is that one account per person is a standard rule in the industry. But not every player is aware of that. The main point of this rule is protection from abusing welcome offers. If a player takes the welcome bonus twice, that is an unfair advantage and we agree that any winnings should be void. However, this is not the case here.
Let us summarize the key points of this case:
- The player opened the second account in good faith, unaware that it was against the rules
- The player didn't take a bonus, so there is no unfair advantage gained
- The player's first account was closed based on their request, it wasn't self-excluded for gaming problem
- The player's second account was fully verified. This is important because at this moment (if not sooner) the casino should have realized that the player already had an account. It's logical for the player to assume that if she passes verification everything is OK.
Considering all of this we believe that a fair approach from the casino would be to pay the player. Even though she unintentionally broke one of the casino terms, there is no advantage gained by that, and the money was won fairly (winnings resulted from her luck, not any special advantage). Therefore we would like to ask casino representatives to take all of the individual specifics of this case into account and reconsider the decision to not pay the player.
According to our internal methodology, if the player won't get paid, the complaint will be classified "against fair gambling" which will lead to a decrease in the casino's rating.
Automatisk oversættelse: