Kære KasparsD,
Mange tak for din klage. Jeg er ked af at høre om dit problem. Jeg må understrege, at langt de fleste online casinoer forbyder to (eller flere) spillere at spille fra én IP-adresse, og at bruge den samme enhed anses for at være endnu værre. Jeg tjekkede de generelle vilkår og betingelser, og jeg fandt dette:
29,6. Alle brugernes handlinger kontrolleres ved fravær af den mistænkelige aktivitet. Mistænkelig aktivitet omfatter, men ikke begrænset til:
...
Matchning af brugerens enheds-id (telefon, computer, tablet) med enheds-id'et for en anden konto i vores system.
I tilfælde af mistænkelig aktivitet, nævnt ovenfor, skal dette spørgsmål rettes til afdelingen for bedrageribekæmpelse for at vurdere en risiko for denne bruger og for at udføre yderligere handlinger. Bekæmpelsesafdelingen skal evaluere dette spørgsmål og videresende det til den relevante afdeling for yderligere overvejelse.
Desværre har du overtrådt en af hovedreglerne for online gambling. Forstå venligst, at hvis du og andre mennesker spiller fra den samme enhed, er det umuligt for kasinoet at afgøre, om den, der spiller, virkelig er ejeren af kontoen og ikke én person, der bruger flere konti på samme tid.
Jeg er bange for, at vi under disse omstændigheder ikke er i stand til at hjælpe dig. Jeg kan kun anbefale, at I begge bruger jeres egen enhed i fremtiden.
Lad mig venligst vide, hvis der er andet, jeg kan hjælpe dig med, ellers vil jeg være tvunget til at lukke denne klage.
På forhånd mange tak for din forståelse.
Venlig hilsen,
Kristina
Dear KasparsD,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I must emphasize that the vast majority of online casinos prohibit two (or more) players from playing from one IP address and using the same device is considered even worse. I checked the General T&Cs and I found this:
29.6. All operations of the users are checked on the absence of the suspicious activity. Suspicious activity includes, but not limited to:
...
Matching of the user`s device ID (telephone, computer, tablet) with the device ID of another account in our system.
In case of any suspicious activity, mentioned above, this issue shall be directed to the antifraud department in order to evaluate a risk of this user and to conduct further actions. The antifraud department shall evaluate this issue and further direct it to the relevant department for further consideration.
Unfortunately, you breached one of the main rules of online gambling. Please understand that if you and other people play from the same device it is impossible for the casino to determine if the one who plays is truly the owner of the account and not one person using multiple accounts at the same time.
I am afraid that under these circumstances we are not able to assist you. I can only recommend that you both use your own device in the future.
Please, let me know if there is anything else I can help you with, otherwise, I will be forced to close this complaint.
Thank you very much in advance for your understanding.
Best regards,
Kristina
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