Kære oleg,
Vi har undersøgt din klage i detaljer.
Vi meddeler dig, at verificeringen af din konto blev foretaget strengt i overensstemmelse med reglerne for vores casino.
Den 2022-02-21 er du blevet bedt om dokumenter for at bekræfte din konto.
Efter at du har fremlagt alle de dokumenter, som finansafdelingen har anmodet om, i henhold til reglerne:
2.5.1 I nogle tilfælde har Risk WinStoria Casino-afdelingen ret til at anmode om videobekræftelse fra spilleren via Skype.
2022-02-23 du har bestået bekræftelsen via Skype.
Den 23. februar fik du også besked om, at din kontobekræftelse var fuldført, og din konto blev bekræftet.
2022-02-24 Din udbetalingsanmodning blev behandlet med succes, og penge blev overført til din bankkonto, som du havde angivet i udbetalingsanmodningen.
Efter din udbetalingsanmodning er blevet behandlet, hævder du, at du ikke har modtaget dit udbetalingsbeløb.
For i detaljer at gennemgå din klage over ikke at have modtaget en hævning på 400EUR, kontaktede finansafdelingen dig flere gange for at bede om din bankbekræftelse/-erklæring om, at beløbet på 400EUR ikke var blevet krediteret din bankkonto.
Du har gentagne gange kontaktet chat og e-mail - hvor du er blevet informeret om, at du skal give en bekræftelse/erklæring fra din bank om, at midlerne på 400EUR ikke er sat ind på din bankkonto.
Du har gentagne gange ignoreret din anmodning om at levere det dokument, som finansafdelingen har bedt dig om.
Den 30. marts gennemførte risikoafdelingen en detaljeret gennemgang af din klage.
Under denne gennemgang blev det fastslået, at:
1) Beløbet for din udbetalingsanmodning blev overført til din bankkonto, som du havde angivet, da du ansøgte om udbetaling.
2) Det blev fundet ud af, at du havde bedt om tilbageførsel af alle dine indskud på 140 EUR.
I denne henseende er du blevet undervist i kasinoets regler:
13.3. I tilfældet, hvis:
- du har "tilbageført" eller nægtet nogen af de køb eller indbetalinger, du har foretaget på din konto;
13.4.1 Svigagtig praksis omfatter:
- svigagtige aktiviteter i forbindelse med charge-backs og rake-backs;
Din konto er blevet lukket uden ret til at genåbne i overensstemmelse med dette afsnit:
14.7. Risiko WinStoria Casino Department forbeholder sig retten til at suspendere din konto under de omstændigheder, som udtrykkeligt er angivet i brugsbetingelserne. Hvis suspenderingen af din konto trådte i kraft:
- du er mistænkt for svigagtig, hemmelig samordning, rettelse eller andre ulovlige aktiviteter vedrørende eller af enhver anden tredjepart;
Denne beslutning er endelig og kan ikke omgøres.
Hvis du har yderligere spørgsmål, vil vi altid gerne hjælpe dig.
Dear oleg,
We have examined your complaint in detail.
We notify you that the verification of your account was made strictly according to the rules of our casino.
On 2022-02-21, you have been asked for documents to verify your account.
After you have provided all the documents requested by the financial department, under the paragraph of the rules:
2.5.1 In some cases, the Risk WinStoria Casino Department has the right to request video verification from the player via Skype.
2022-02-23 you have successfully passed the verification via Skype.
Also, on February 23rd, you were notified that your account verification was completed, and your account was successfully verified.
2022-02-24 Your withdrawal request was processed successfully and money was successfully transferred to your bank account which you had specified in the withdrawal request.
After your withdrawal request has been processed, you are claiming that you did not receive your withdrawal amount.
In order to review in detail your complaint about not receiving a withdrawal of 400EUR, Finance Department contacted you several times to ask for your bank confirmation/statement that the amount of 400EUR had not been credited to your bank account.
You have repeatedly contacted chat and email- where you have been informed that you should provide a confirmation/statement from your bank that the funds in the amount of 400EUR have not been deposited into your bank account.
You have repeatedly ignored your request to provide the document requested from you by the Financial Department.
On March 30th the Risk Department conducted a detailed review of your complaint.
During this review it was determined that:
1) The amount of your withdrawal request was successfully transferred to your bank account which you had provided when applying for withdrawal.
2) It was found out that you had asked for chargeback of all your deposits in the amount of 140EUR.
In this regard, you have been taught the rules of the casino:
13.3. In the case, if:
- you have "charged back" or denied any of the purchases or deposits that you made to your account;
13.4.1 Fraudulent practice includes:
- fraudulent activities related to charge-backs and rake-backs;
Your account has been closed without the right to reopen in accordance with this paragraph:
14.7. Risk WinStoria Casino Department reserves the right to suspend your account in the circumstances which were expressly set out in the Terms of Use. If the suspension of your account came into effect:
- you are suspected in any fraudulent, collusive, fixing, or other illegal activities regarding or by any other third party;
This decision is final and cannot be reversed.
If you have any further questions, we will always be happy to help you.
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