Efter en grundlig diskussion och ?verv?gande av alla fakta har vi kommit till f?ljande slutsats:
?ven om vi ?r ?verens om att kasinot verkligen har regeln 7-7 , ( f?rbjuder uttryckligen flera deltagande i samma bonuskampanj fr?n samma enhet, hush?ll eller IP-adress. I fall d?r det finns bevis p? bonusmissbruk eller andra kampanjmissbruk, associerad bonus eller kampanj kommer att f?rverkas, och alla medel som finns p? spelarens konto kommer att tillf?lligt frysas. Dessutom f?rbeh?ller sig operat?ren r?tten att st?nga kundkontot efter eget gottfinnande. ) som n?mns i dess allm?nna villkor, dock enligt enligt v?r ?vertygelse och ur perspektivet av en s?ker och r?ttvis anv?ndarupplevelse kan vi inte betrakta denna regel som r?ttvis. Denna regel kan (och i det h?r fallet) missbrukas i situationer d?r familjemedlemmar eller v?nner spelar p? samma casino och g?r anspr?k p? samma bonusar f?r att bara inte betala ut sina vinster, trots att inget brott mot andra villkor har uppt?ckts. Vi tror att om en spelare anv?nder sin egen personliga information f?r att skapa ett kasinokonto, inte har dubbletter av konton och f?ljer alla regler i villkoren, b?r de kunna anv?nda en kasinobonus som har getts till dem. Det ?r helt naturligt f?r v?nner och familj att dela information om attraktiva bonusar och spel, och det ?r inte ovanligt att de spelar p? samma casino. Detta i sig kan vi inte ?verv?ga en anledning till att inte betala ut spelarna sina vinster.
Vi har meddelat v?r st?ndpunkt till casinoteamet flera g?nger, men casinoteamet beslutade att strikt till?mpa denna regel, och tyv?rr m?ste vi avsluta detta klagom?l som ol?st.
Vi kommer nu att markera klagom?let som "ol?st" i v?rt system. Vi f?rst?r att detta inte ?r en tillfredsst?llande l?sning p? ditt problem. Minskningen av betyget orsakad av ol?sta klagom?l kan dock bidra till att f?r?ndra casinots tillv?gag?ngss?tt. Om casinot best?mmer sig f?r att reagera kommer vi att ?teruppta klagom?let och du kommer att meddelas via e-post.
Om du k?nner att du vill ta detta klagom?l vidare kan du kontakta Cura?ao/Antillephone Gaming Authority ( [email protected] , [email protected] ) och skicka in ett klagom?l till dem. Det ?r inte den b?sta licensmyndigheten men den kan ha fler alternativ och verktyg f?r att hj?lpa spelare. L?t mig veta om och hur de svarade p? [email protected]
Vi kan bara rekommendera dig att v?lja kasinon utifr?n deras recensioner och betyg i framtiden f?r att undvika situationer som denna. Tyv?rr, vi kunde inte vara till mer hj?lp vid det h?r tillf?llet.
Kasinot kan ?ppna igen och l?sa detta klagom?l n?r som helst
After a thorough discussion and consideration of all the facts, we have come to the following conclusion:
Although we agree that the casino has indeed the rule 7-7, (explicitly prohibit multiple participation in the same bonus campaign from the same device, household, or IP address. In instances where there is evidence of bonus abuse or other promotional misconduct, the associated bonus or promotion will be forfeited, and any funds held within the player’s account will be temporarily frozen. Additionally, the Operator reserves the right to close the customer account at its discretion.) mentioned in its General Terms and Conditions, however, according to our beliefs and from the perspective of a safe and fair user experience, we can't consider this rule to be fair. This rule can be (and in this case was) misused in situations where family members or friends are playing in the same casino and claiming the same bonuses to just not pay out their winnings, despite no breach of other terms being detected. We believe that if a player uses their own personal information to create a casino account, doesn't have duplicate accounts, and follows all of the rules in the T&Cs, they should be able to use a casino bonus that has been given to them. It is absolutely natural for friends and family to share information about attractive bonuses and games, and it is not uncommon for them to play at the same casino. This, on its own, we cannot consider a reason for not paying out the players their winnings.
We have communicated our position to the casino team repeatedly, but the casino team decided to strictly enforce this rule, and sadly, we have to close this complaint as unresolved.
We will now mark the complaint as "unresolved" in our system. We understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.
If you feel you want to take this complaint further you can contact the Cura?ao/Antillephone Gaming Authority ([email protected] , [email protected]) and submit a complaint to them. It's not the best licensing authority but it may have more options and tools to help players. Let me know if and how they replied at [email protected]
We can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. Sorry, we could not be of more help on this occasion.
The casino can reopen and resolve this complaint anytime
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