Hyv? Maekz1990 ja Casino Guru -tiimi!
Tietoomme on tullut, ett? t?st? tapauksesta puuttui jossain vaiheessa riitt?v? kirjeenvaihto, joten avasimme sen uudelleen tutkiaksemme ja etsi?ksemme oikeutta kaikille osapuolille.
Lyhyt katsaus tapaukseen osoittaa, ett? k?ytt?j? v?itt?? ottaneensa yhteytt? asiakastukeen sulkeakseen itsens? pois, mutta h?n ei toimita todisteita lausuntonsa tueksi. Lainaus: "Valitettavasti minulla ei ole vanhoja viestej?, joissa pyysin sulkemaan tilini." Lis?ksi k?ytt?j? kyseenalaisti vastausaikamme.
On ilmeist?, ett? valitus on j?tetty 14.7.2021 , samaan aikaan kun k?ytt?j?n pyynt? on tullut tietoomme. K?ytt?j?tili suljettiin seuraavana p?iv?n? puolenp?iv?n aikaan; 15-07-2021 klo 12:16:14.
Weltbet sulki k?ytt?j?n tilin heti, kun kohtasimme h?nen pyynt?ns?, muita " v?itettyj? s?hk?posteja " ei voida j?ljitt?? meid?n puoleltamme, samoin kuin k?ytt?j? ei toimittanut enemp?? todisteita pyydett?ess? lis?tutkimuksia varten.
Lis?ksi k?ytt?j? ilmoitti vaativansa kaikki hein?kuun loppuun menness? tehdyt talletukset. k?ytt?ehdoissamme;
2.5. Asiakas hyv?ksyy ja hyv?ksyy sen, ett? verkkosivuston tarkoitus ja k?ytt? ovat h?nen yksin vastuullaan ja riskill??n. Asiakas ymm?rt?? ja hyv?ksyy sen, ett? asiakas voi milloin tahansa menett?? rahaa panoksesta. Asiakas on siis t?ysin vastuussa mahdollisista menetyksist?.
... on selv?sti todettu, ett? menetettyj? rahoja ei voida palauttaa. K?ytt?j? yritti saada Weltbetin vastustamaan omia TC:it?mme humanitaarisilla argumenteilla ja emotionaalisella retoriikalla, mutta h?n ei pystynyt toimittamaan todisteita, joiden varaan h?nen v?itteens? perustui.
Kannustamme kaikkia peliriippuvuudesta k?rsivi? hakemaan tarvittavaa apua, sill? emme k?sittele t?t? asiaa kevyesti. Kasinomme tarjoaa poissulkemisvaihtoehdon kaikille t?st? k?rsiville, mutta on t?rke?? pit?? mieless?, ett? k?ytt?j?n puolelta viestinn?n tulee olla selke?? ja l?pin?kyv?? . Vastaanotettuamme k?ytt?j?n itsesulkupyynn?n t?yt?mme k?ytt?j?n pyynn?n nopeasti. Henkil?n v?ite, jonka mukaan h?n l?hetti kasinolle itsesulkevia s?hk?posteja, mutta poisti ne my?hemmin, on kuulopuhetta , ellei s?hk?posteista esitet? todellisia todisteita, kuten kopioita tai vahvistusta palveluntarjoajalta. Ilman t?t? v?itett? ei voida tarkistaa tai ristiintutkita.
Weltbetiss? ensimm?inen tavoitteemme on k?ytt?jien tyytyv?isyys ja turvallisuus, mutta on t?rke?? ymm?rt?? k?ytt?ehdot. Jokainen k?ytt?j? tervehtii k?ytt?ehdot-artikkelia kerran ennen rekister?innin suorittamista. Tapauksissa, joissa k?ytt?j? oli tiet?m?t?n TC:st?, Weltbet ei ole syyllinen, sill? k?ytt?j? napsauttaa tietoisesti: "Olen lukenut ja hyv?ksynyt sovellettavat ehdot". Talletuksen palauttaminen asettaisi meid?t t?ss? tapauksessa tilanteeseen, jossa toimisimme omien TC-sopimustemme vastaisesti, mik? saattaa h?m?rt?? ty?mme koskemattomuutta.
Vilpitt?m?sti,
Weltbet
Dear Maekz1990, and Casino Guru team!
It has come to our attention that this case lacked adequate correspondence at some point, hence we reopened it, to investigate and seek justice for all the parties involved.
A brief overview of the case shows that the user claims to had had contacted our customer support with the intent of self-exclusion but fails to provide any evidence to back up his statement. Quote: "Sadly I do not have the old mails where I asked to close my account." Moreover, the user questioned our response time.
It is evident that the complaint was filed on July 14th, 2021, this is also the same time the user's request has come to our attention. The user's account was closed the following day at noon; 15-07-2021 at 12:16:14.
Weltbet closed the user's account as soon as we encountered his request, other "allegend emails" cannot be retraced from our side, as well as user failed to provide more evidence once requested by us, for further investigation.
Furthermore, the user stated that he claims all the deposits made until the End of July. In our Terms and Conditions;
2.5. The customer agrees and condones that the purpose and use of the website are their sole responsibility and risk. The customer acknowledges and accepts that at any point the customer may lose money on a bet placed. The customer, therefore, accepts full responsibility for any losses.
... it is clearly stated that any money that is lost cannot be refunded. The user tried persuading Weltbet into going against our own TCs with some humanitarian arguments and emotional rhetoric, however failed to provide any evidence on which their argument was built.
We highly encourage anyone suffering from gambling addiction to seek necessary help, as we do not treat this issue lightly. Our casino provides an exclusion option for anyone suffering from this, but it is important to keep in mind that communication from the user's side must be clear and transparent. Once having received the user's request for self-exclusion, we completed the user's request in no time. The individual's claim that they sent self-exclusion emails to the casino, but subsequently deleted them, constitutes hearsay unless any actual evidence of the emails—such as copies or confirmation from the provider—is presented. Without this, the statement cannot be verified or cross-examined.
In Weltbet, our first goal is user satisfaction and safety, however, it is important to understand the Terms and Conditions we operate on. Each user greets the Terms and Conditions article once before completing the registration. In cases where the user was ignorant of the TCs, Weltbet is not to blame, as the user consciously clicked on: "I have read and agreed to the terms and conditions applied". Refunding the deposit would in this case put us in a position where we would go against our own TCs, potentially obscuring our work integrity.
Sincerely,
Weltbet
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