Følgende klage blev rettet til www.thepogg.com, som trods deres indsats ikke kunne løse mit problem.
Klage: Fundet til spilleren
https://thepogg.com/complaint/videoslots-sow-lockout/
Blev anmodet om SOW efter at have forsøgt at hæve $2652,48 i april 2022, hvilket accepterede og uploadede dem online via chatsupport. Efter at have ventet en uge uden nogen opdateringer kontaktede jeg support, som derefter meddelte mig, at mine bankaktiviteter for månederne januar, februar, marts var nødvendige, hvilket jeg accepterede og uploadede de oplysninger, som jeg anmodede om via online chatsupport. Igen ventede jeg en uge uden at høre tilbage fra betalings- og risikoanalytikerafdelingen, som gennemgik min SOW, kontaktede jeg endnu en gang i spilsupporten for at forespørge om opdateringer. Chat fortalte mig igen, at de krævede detaljer til specifikke transaktioner, som jeg følte var irrelevante, og gav udtryk for at chatte, at jeg følte, at personlige oplysninger blev krænket på grund af frustration over, at jeg loggede ud. Efter afkøling forsøgte jeg at logge ind, men blev låst ude af min konto. Et par dage senere modtog jeg en e-mail om, at min konto vil være begrænset, indtil den ansvarlige spilafdeling kontakter mig. Efter to uger blev jeg kontaktet af det ovennævnte team og indvilligede i en selvisolering. Efter to uger havde jeg sendt et påkravsbrev angående betaling for restbeløbet på min konto. Siden den 29. juni 2022 har jeg ventet på, at betalingsteamet skulle finde løsningen på de igangværende manuelle mislykkede forsøg på de bankoplysninger, jeg har registreret, som jeg tidligere har foretaget hævninger på i løbet af de 2,5 år, jeg har haft min konto hos. Videoslots. Jeg ved ikke, hvad jeg ellers kunne gøre, og det varer næsten fem måneder med stress med mine udbetalinger.
Jeg har kontaktet Madre og indgivet en klage i november, men har ikke fået andet end bekræftelse på, at min klage er indgivet.
Da operatøren stadig ikke havde en løsning til at udføre manuelle transaktioner til canadiere, havde jeg den 8. januar 2023 bekræftet, at min selvudelukkelse var afsluttet, og jeg anmodede om at få adgang til min konto, og at en manuel udbetaling ikke længere var nødvendig og mine problemer ville endelig blive løst, hvis jeg selv lavede den transaktion.
Jeg venter stadig på, at afdelingen gennemgår min anmodning. Efter den første og anden uge, hvor jeg ikke hørte tilbage, var operatørens undskyldninger, at afdelingen blev bakket op med arbejde, og at jeg snart vil modtage en e-mail. Og i dag får jeg at vide, at min anmodning er under behandling af afdelingen. Jeg har fortalt dem, at der ikke skulle være nogen grund til at gennemgå min anmodning, og at de krænker mine rettigheder til frit at hæve de penge, der lovligt tilhører mig. Skal jeg kompenseres for brud på mine menneskerettigheder?
Er dette noget casinoguru kan hjælpe med at løse eller give råd til andre muligheder, jeg måtte have i min situation?
The following complaint was addressed to www.thepogg.com who despite their effort could not resolve my issue.
Complaint: Found for the Player
https://thepogg.com/complaint/videoslots-sow-lockout/
Was requested SOW after trying to withdraw $2652.48 in April, 2022 which agreed and uploaded them online via chat support. After waiting a week without any updates I contacted support who then notified me that my banking activities for the months of January, February, March were needed which I agreed to and uploaded the information requested by me via online chat support. Again waiting a week without hearing back from the payment and risk analyst department who was reviewing my SOW I once more contacted in game support inquiring any updates. Chat again advise me that they required details to specific transactions that I felt was irrelevant and expressed to chat that I felt like personal information was being violated due to frustration I logged out. After cooling down I attempted to log in but was locked out of my account. A few days later I received an email advising me that my account will be restricted until the responsible gaming department contacts me. After two weeks I was contacted by the above mentioned team and agreed to a self seclusion. After two weeks I had sent a demand letter regarding payment for the remaining balance in my account. Since June 29, 2022 I’ve been waiting for the payments team to find the solution to the ongoing manual failed attempts to the bank information I have on file that I have in the past successfully made withdrawals into over the 2.5 years of my account with Videoslots. I don’t know what else I could do and it’s almost going on five months stressfully dealing with my cash out.
I have contacted Madre and made a complaint in November, but have not received anything but confirmation that my complaint has been submitted.
Seeing that the operator still did not have a solution to successfully execute manual transactions to Canadians, on Jan 8, 2023 I had confirmed that my self exclusion had ended and I requested to gain access into my account and that a manual withdrawal was no longer needed and my issues was finally going to be resolved if I made that transaction myself.
I am still waiting for the department to review my request . After the first and second week of not hearing back, the operators excuses were the department was backed up with work and that I will get an email soon. And today I am told my request is under review by the department. I've told them there should be no reason to review my request and that they are violating my rights to freely withdrawal the funds that lawfully belong to me. Should I be compensated for the breach of my human rights?
Is this something casino guru can help resolve or provide advise to other option I may have in my situation?
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