Kære ScottM
Jeg har forsøgt at kontakte kasinoet gentagne gange for at fremlægge dokumentation vedrørende deres påstand om "multi-accounting", men havde ingen succes. Tidligere havde vi god kommunikation med kasinoet, og vi var i stand til at løse de fleste, hvis ikke alle klager, men dette har ændret sig for nylig. Faktisk modtog jeg slet ikke noget svar fra dem, og de ignorerede alle mine beskeder. Jeg er bange for, at der ikke er meget, der kan opnås uden samarbejde fra dens side. Da kasinoet opererer uden en gyldig licens og ikke henviser til nogen ADR-tjeneste, er der ingen spillemyndighed at henvende sig til.
Jeg vil markere klagen som "uløst" i vores system. Jeg forstår, at dette ikke er en tilfredsstillende løsning på dit problem. Faldet i vurderingen forårsaget af uafklarede klager kan dog være med til at ændre casinoets tilgang. Hvis casinoet beslutter sig for at reagere, genåbner vi klagen, og du vil blive underrettet via e-mail.
Jeg kan kun anbefale dig at vælge casinoer ud fra deres anmeldelser og vurderinger i fremtiden for at undgå situationer som denne. Jeg beklager, at vi ikke kunne være til mere hjælp ved denne lejlighed.
Med venlig hilsen,
Michal
Dear ScottM
I have tried to contact the casino repeatedly to provide any supporting evidence regarding their claim of "multi-accounting" but had no success. Previously we had good communication with the casino and we were able to sort out most, if not all complaints, but this has recently changed. In fact, I didn't receive any response from them at all and they ignored all my messages. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.
I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.
I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.
Best regards,
Michal
Redigeret af en Casino Guru admin
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