Hej,
Vi har nøje analyseret situationen og griber ind for at kaste mere lys over begivenhederne omkring lukningerne og de nævnte genåbninger.
Det er vigtigt at bemærke, at vi i henhold til vores optegnelser og e-mail-tråde aldrig har genåbnet kontoen uden først at deltage i en samtale med brugeren "alpsko". Vi værdsætter vores kunders beslutninger og spørger altid om årsagen til, at de ændrede mening med hensyn til kontostatus.
Find begivenhederne i kronologisk rækkefølge:
(23/05/2024) - Brugeren "alpsko" kontaktede os med en anmodning om selvudelukkelse på grund af spillevanskeligheder. Eksklusion blev anvendt, og en bekræftelses-e-mail blev sendt.
(25/05/2024) - Kunden kontaktede os med en anmodning om at fjerne udelukkelsen. Som svar spurgte vi kunden, hvorfor han ændrede mening med hensyn til deres kontostatus. Vi anbefalede også vores alternative sikrere gamblingværktøjer, hvis han ønskede at fortsætte med anmodningen om kontostatusændring. Kunden svarede derefter og forklarede, at han begik en fejl ved at anmode om lukning på grund af dårlig stemning fra et privat problem. Han præciserede, at han er fuldt ud klar over sine spillevaner og økonomi og forstår, at spil er for underholdning. Han erkendte det fulde ansvar og udtrykte tillid til Sultanbet, idet han sagde, at han ville foretrække ikke at bruge mindre troværdige online casinoer.
Der blev truffet beslutning om at anvende en 48-timers fortrydelsesperiode, før selvudelukkelsen ophæves, hvilket giver brugeren "alpsko" mulighed for at kontakte os, hvis han ombestemte sig vedrørende den ventende genåbning. Den 27/05/2024 blev alpskos konto genåbnet efter 48-timers fortrydelsesfristens udløb.
(01/06/2024) - Vi modtog endnu en e-mail med en anmodning om selvudelukkelse. Samme dag blev der anvendt en selvudelukkelse efter kundens anmodning.
(01/06/2024) - Senere kontaktede kunden os med en anmodning om genåbning, men trak anmodningen tilbage et par timer senere, og vi lavede ingen ændringer i udelukkelsen, som var aktiv på tidspunktet for denne kontakt.
Den 2. juni spurgte kunden, om det stadig var muligt at genåbne sin konto.
Denne gang spurgte vi specifikt kunden, hvorfor han ofte ændrede sine beslutninger vedrørende kontostatus. Vi spurgte også ind til hans følelser med hensyn til gambling, og om han stadig anså gambling for at være skadeligt.
(02/06/2024) - Klienten delte, at han var skuffet over tidsrammen for tilbagetrækningshåndtering som en årsag til hans anmodning om udelukkelse. Han sagde, at han ønskede at fortsætte med at genåbne sin konto, da han var klar over hans gambling-opfattelse og kun overvejede gambling for underholdning. Efter hans forklaring blev kontoen genåbnet efter en 48-timers fortrydelsesperiode.
Konklusion:
Vi stræber efter at overholde ansvarlig gambling-praksis og følger de protokoller, der er på plads for at beskytte vores kunder. Hver anmodning fra brugeren "alpsko" blev behandlet med rettidig omhu, hvilket sikrede, at han havde rig mulighed for at genoverveje sine beslutninger i fortrydelsesperioder. De gentagne genåbninger og forklaringerne bag dem af Alpskos konto antydede, at hans anmodninger om selvudelukkelse var fremsat af frustration og kommercielle årsager. I overensstemmelse med vores ansvarlige spilpraksis og i betragtning af den rejste klage har vi bekræftet, at kontoen forbliver under selvudelukkelse uden mulighed for tilbageførsel under nogen omstændigheder.
Hvis der er behov for yderligere bekymringer eller oplysninger, er du velkommen til at kontakte os.
Med venlig hilsen,
Sultanbet
Hello,
We've carefully analysed the situation and are intervening to shed more light on the events surrounding the closures and the mentioned reopenings.
It's important to note that, as per our records and email threads, we've never reopened the account without first engaging in a conversation with the user "alpsko". We value our customers' decisions and always inquire about the reason they changed their minds regarding the account status.
Please find the events in chronological order:
(23/05/2024) - The user "alpsko" contacted us with a self-exclusion request due to gambling difficulties. Exclusion was applied, and a confirmation email was sent.
(25/05/2024) - The client contacted us with a request to remove the exclusion. In response, we asked the customer why he changed his mind regarding their account status. We also recommended our alternative safer gambling tools in case he wished to continue with the account status change request. The customer then responded, explaining that he made a mistake in requesting closure due to a bad mood from a private issue. He clarified that he is fully aware of his gambling habits and finances and understands gambling is for entertainment. He acknowledged full responsibility and expressed trust in Sultanbet, stating he would prefer not to use less trustworthy online casinos.
A decision was made to apply a 48-hour cooling-off period before lifting the self-exclusion, allowing the user "alpsko" to contact us if he changed his mind regarding the pending reopening. On 27/05/2024, alpsko's account was reopened after the 48-hour cooling-off period expired.
(01/06/2024) - We received another email with a self-exclusion request. On the same day, a self-exclusion was applied following the customer's request.
(01/06/2024) - Later, the customer contacted us with a reopening request but withdrew the request a couple of hours later, and we made no changes to the exclusion, which was active at the time of this contact.
On the 2nd of June, the customer asked if it was still possible to reopen their account.
This time, we specifically asked the customer why he often changed his decisions regarding the account status. We also inquired about his feelings regarding gambling and whether he still considered gambling to be harmful.
(02/06/2024) - The client shared that he was disappointed with the withdrawal handling time frame as a reason for his exclusion request. He stated he wanted to proceed with reopening his account as he was aware of his gambling perception and considered gambling only for entertainment. Following his explanation, the account was reopened after a 48-hour cooling-off period was applied.
Conclusion:
We strive to adhere to responsible gambling practices and follow the protocols in place to protect our customers. Every request made by the user "alpsko" was handled with due diligence, ensuring he had ample opportunity to reconsider his decisions during cooling-off periods. The repeated reopenings and the explanations behind them of alpsko's account suggested that his self-exclusion requests were made out of frustration and due to commercial reasons. In line with our responsible gambling practices and considering the raised complaint, we have reaffirmed that the account will remain under self-exclusion with no possibility of reversal in any circumstances.
If there are any additional concerns or information needed, please feel free to reach out.
Kind regards,
Sultanbet
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