Tack f?r ditt t?lamod medan du v?ntar p? v?rt svar.
Vi har accepterat ukrainska spelare tidigare. Men vid den tidpunkt d? kunden registrerade sig p? v?r webbplats, hade vi redan varit mitt uppe i att st?nga v?ra tj?nster f?r den ukrainska marknaden. Eftersom det tekniskt sett kr?ver inblandning av v?r plattformsleverant?r, kunde vi inte f?ruts?ga det exakta datumet f?r att ha den h?r webbplatsen nere.
P? kv?llen den 11 juli 2023 togs Ukraina bort fr?n registreringsformul?ret p? v?r webbplats och inga nya registreringar till?ts fr?n den marknaden. Vi hade ersatt varje kund fr?n den marknaden i form av eventuella ekonomiska f?rpliktelser de kvalificerade sig f?r vid den tidpunkten.
N?r det g?ller detta speciella fall – v?r klient f?ll inte bara under denna grupp av spelare, utan ?ven hans konto granskades och markerades av Risk Management Team (se detaljerna nedan). Han underr?ttades om b?da orsakerna varje g?ng en av dem intr?ffade i enlighet med detta, vilket inneb?r att supportrepresentanter meddelade kunden b?de vid Risk Management-?versiktens slutliga beslut och vid avst?ngning av marknaden n?r det ?gde rum tekniskt.
Detaljer om BETSSEN-interaktion och steg i detta fall:
1. Kunden registrerade sig den 10 juli 2023 och p? samma datum kontaktade Livechatten f?r f?rsta g?ngen och fr?gade om spelgr?nser.
2. N?sta dag, den 11 juli 2023, efter en ordentlig granskning av RM-teamet, fick kunden ett meddelande om upps?gning av tj?nster med avseende p? hans spelkonto. Som anges i punkt 12.1 i v?ra villkor "f?rbeh?ller sig en bookmaker r?tten att ogiltigf?rklara spel eller h?lla inne det genererade saldobeloppet, oavsett ins?ttningshistorik, om en anv?ndare bryter mot n?gon av v?ra villkor eller baserat p? ett beslut som tagits av v?rt riskhanteringsteam ."
3. Samma datum den 11 juli 2023 sent p? kv?llen uppdaterade v?r plattformsleverant?r statusen f?r den ukrainska marknadens avst?ngning, och p? grund av detta faktum var vi ocks? tvungna att ers?tta och st?nga alla befintliga ukrainska kunders konton. Eftersom samma kund ocks? omfattades av denna ?tg?rd, var vi som tj?nsteleverant?r skyldiga att informera spelare om s?dana globala f?r?ndringar direkt. Vi f?rst?r den f?rvirring som detta ?verlappande h?ndelsef?rlopp kan ha orsakat klienten, ?ven om det delvis inte berodde p? oss.
4. Eftersom klienten hela tiden kom till livechatten om att v?gra att ta ut det insatta beloppet, var v?ra supportrepresentanter tvungna att klarg?ra orsaken bakom h?nvisningen till punkt 12.1 i GTC (som klienten hade informerats om tidigare) – som ocks? var l?nkad till 2.1.3 (o) i g?llande GTC som anger att "En individ som ans?ker om att bli kontoinnehavare garanterar och representerar dessutom - o. att inte vara personen som arbetar i spelbranschen." Kunden arbetar f?r n?rvarande som SEO Team Lead p? ett spelf?retag och han hade aldrig meddelat oss om n?gra relationer till branschen.
5. Eftersom kundens spelprofil hade n?gra sk?l att st?ngas av kunde BETSSEN inte forts?tta tillhandah?lla honom ytterligare tj?nster. Observera ocks? att BETSSEN undantagsvis har ?terbetalat sitt insatta belopp i sin helhet, oavsett om han klarat n?gon KYC-standardprocedur. Klienten hade hela tiden v?grat att ta ut det insatta beloppet, s? f?rseningen orsakades endast av honom. ?nd? skedde ?terbetalningen den 19-07-23. Dessutom har hans medel betalats ut och hans konto har st?ngts av ovann?mnda sk?l.
6. N?r det g?ller ett sista f?rtydligande, registrerade inte klienten sig via Casino Guru Affiliate Link. Vi kan tillhandah?lla bevis till Casino Guru-ledningen privat, f?r att inte publicera n?gra interna verktyg som ?r synliga offentligt, eller Casino Guru affiliate Team kan kontrollera sj?lva affiliatesystemets loggar.
Vi kan inte f?rst? vad som ?r po?ngen med detta p?st?ende, eftersom klienten inte har f?rlorat n?gra av sina egna medel och vi h?ll alla regler i GTC, som samma klient har accepterat vid registreringen.
Vi har redan ?terbetalat det insatta beloppet och anser att detta ?rende ?r irrelevant f?r n?rvarande.
Meddela oss om du har ytterligare fr?gor eller beh?ver n?got annat f?rtydligas.
BETSSEN Team.
Thank you for your patience while waiting for our response.
We have accepted Ukrainian players in the past. However, at the time when the client had registered on our website, we had already been in the midst of closing our services to the Ukrainian Market. Since technically it takes involvement of our platform provider, we could not predict the exact date of having this particular website skin down.
On the evening of July 11th, 2023 Ukraine was taken down from the registration form on our website and no new registrations were allowed from that market. We had reimbursed each client from that market in terms of any financial obligations they qualified for at that time.
As for this particular case – our client fell not only under this group of players, but also his account was reviewed and marked by the Risk Management Team (see the details below). He was notified about both reasons each time one of them occurred accordingly, meaning that Support Representatives let the client know upon both Risk Management overview final decision and upon suspending the market once it took place technically.
Details of BETSSEN interaction and steps in regards to this case:
1. The client registered on July 10th, 2023 and on the same date reached out to the Live Chat for the very first time asking about gaming limits.
2. The next day, July 11th, 2023 after a proper review by RM team, the client got notified about services termination in regards to his gaming account. As stated in point 12.1 of our Terms and Conditions "a bookmaker reserves the right to void bets or withhold the balance generated amount, regardless of deposit history, if a user violates any of our terms or based on a decision made by our Risk Management team."
3. The same date July 11, 2023 late evening our platform provider updated the status of the Ukrainian market suspension and, due this fact as well, we had to reimburse and close all the existing Ukrainian clients’ accounts. Since the same client also fell under this action, as the service provider we were obligated to inform players about such global changes directly. We understand the confusion which this overlapping sequence of events may have caused to the client, though partly it did not depend on us.
4. As the client kept coming to the Live chat about refusing to withdraw the deposited amount, our Support Representatives had to clarify the reason behind the reference to point 12.1 of GTC (which the client had been informed about earlier) – which was also linked to 2.1.3 (o) of current GTC stating that "An individual applying to become an Account Holder furthermore warrants and represents - o. not to be the person who works in the gambling industry." The client is currently working as an SEO Team Lead at a gambling company and he had never notified us about any relations to the industry.
5. As the client’s gaming profile had a few reasons to be suspended, BETSSEN could not continue further service provision to him. Please also note that BETSSEN has exceptionally refunded his deposited amount fully, regardless of passing any KYC standard procedure. The client had continuously refused withdrawing the deposited amount, so the delay was caused by him only. Nonetheless, the refund took place on 19-07-23. In addition, his funds have been paid and his account has been closed for the aforementioned reasons.
6. As for a final clarification, the client did not register through the Casino Guru Affiliate Link. We can provide evidence to Casino Guru management privately, as to not to post any internal tools visibility in public, or Casino Guru affiliate Team can check through the affiliate system logs themselves.
We cannot understand what is the point of this claim, since the client has not lost any of his own funds and we kept all the rules of GTC, which the same client has accepted upon registration.
We have already refunded the deposited amount and find this case irrelevant at this time.
Please let us know if you have any further questions or need anything else to be clarified.
BETSSEN Team.
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