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HemKlagom?lCoins.Game Casino - Spelarens konto st?ngdes inte omedelbart.
Coins.Game Casino - Spelarens konto st?ngdes inte omedelbart.
Automatiskt ?versatt:
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1 565 USD?
Coins.Game Casino
S?kerhetsindex:H?gt
S?kerhetsindex
I enlighet med v?r granskningsmetodik har vi ber?knat casinots s?kerhetsindex baserat p? ?ver 20 faktorer, inklusive casinots ekonomi, sk?ligheten hos villkoren, spelarklagom?l och annat. Ju h?gre s?kerhetsindex, desto troligare ?r det att du f?r ut dina vinster utan n?gra problem.
The player from Denmark, who identified himself as a gambling addict, had lost $366 and later his entire paycheck of $1565 at Coins.Game casino. He had notified the casino about his addiction on July 27th, but his account was not closed until August 2nd. The player had argued that the casino should have closed his account immediately after being informed about his addiction, and he had sought a refund for the losses incurred after July 27th. The casino did not respond to our inquiries, which led to the case being initially marked as 'unresolved'. However, the casino later claimed to have refunded the player's deposits, and the player confirmed the receipt of this refund. Despite his dissatisfaction with the casino's initial lack of response, he agreed to mark the complaint as 'resolved'.
Spelaren fr?n Danmark, som identifierade sig som en spelberoende, hade f?rlorat $366 och senare hela sin l?necheck p? $1565 p? Coins.Game casino. Han hade meddelat kasinot om sitt missbruk den 27 juli, men hans konto st?ngdes inte f?rr?n den 2 augusti. Spelaren hade h?vdat att kasinot borde ha st?ngt hans konto omedelbart efter att ha blivit informerad om sitt missbruk, och han hade beg?rt ?terbetalning f?r f?rlusterna som uppst?tt efter den 27 juli. Kasinot svarade inte p? v?ra f?rfr?gningar, vilket ledde till att fallet till en b?rjan markerades som "ol?st". Kasinot h?vdade dock senare att de hade ?terbetalat spelarens ins?ttningar, och spelaren bekr?ftade mottagandet av denna ?terbetalning. Trots hans missn?je med kasinots initiala brist p? svar gick han med p? att markera klagom?let som "l?st".
Jag hade redan f?rlorat 366 USD i coins.game casino, och den 28 juli informerade jag dem via e-post att jag var en spelberoende och att jag hade f?rlorat 366 USD som kom fr?n l?n som jag inte hade r?d att f?rlora och bad om en m?jlig ?terbetalning eftersom dessa medel var avsedda att betala r?kningar. B?de i texten och ?mnet f?r mejlet var tydligt textat med spelberoende. De svarade till och med p? mejlet d?r jag skrev tillbaka igen att jag f?rlorade p? grund av mitt missbruk. Detta bekr?ftar att de har verkat och behandlat mitt f?rsta e-postmeddelande som informerar om att jag ?r en spelberoende och att jag hade f?rlorat mer ?n jag hade r?d med.
Den 1 augusti var det l?nedag, och jag satte in hela min l?necheck och f?rlorade allt som ?r totalt 1565 USDT, vilket kasinot inte borde ha till?tit eftersom jag redan informerade dem om mitt spelberoende och jag hade f?rlorat pengar som jag kunde inte ha r?d.
Jag skrev ett e-postmeddelande till dem om ovanst?ende ?rende, och nu st?ngde de mitt konto i onsdags men de sa till mig att de inte ger ?terbetalningar, s? tvisten ?r varf?r de inte st?ngde kontot i f?rsta hand n?r jag informerade dem om mitt missbruk, s? jag hade aldrig kunnat deponera och f?rlorat hela min l?necheck.
I had already lost 366 USD in coins.game casino, and on 28. July i informed them by email that i was an gambling addict, and that i had lost 366$ which came from loans i could not afford to lose, and asking for a possible refund because those funds were intended to pay bills. Both in the text and the topic of the email was clearly texted with Gambling addiction. They even replied the email where i did write back again that i lost due to my addiction. This confirms that they have seem and processed my initial email informing that i am a gambling addict and that i had lost more than i could afford.
On 1. August it was payday, and i deposited my whole paycheck and lost everything which is a total of 1565 USDT, which the casino should not have been allowing since i already did inform them about my gambling addiction and i had lost funds i could not afford.
I did write an email to them about the above matter, and now they closed my account on last wednesday but they told me they do not provide refunds, so the dispute is why they did not close the account in first place when i informed them about my addiction, so i never could have deposited and lost my whole pay-check.
Tack s? mycket f?r att du skickade ditt klagom?l. Jag ?r ledsen att h?ra om ditt problem. Till?t mig att st?lla n?gra fr?gor till dig s? att jag kan f?rst? hela situationen. Kan du ber?tta om du informerade casinot om ditt spelproblem f?re den 28 juli? N?r exakt blockerades ditt konto permanent?
Jag hoppas att vi kommer att kunna hj?lpa dig att l?sa problemet s? snart som m?jligt. Ser fram emot att h?ra fr?n dig.
V?nliga h?lsningar,
Petronela
Dear qwrath,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if you informed the casino about your gambling problem before July 28th? When exactly was your account blocked permanently, please?
I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.
Tack f?r ditt svar, f?r att f?rklara detta har jag f?rs?kt g?ra en tidslinje f?r perioden:
23/24. Juli satte jag in och f?rlorade 366 USDT.
27. juli skickade jag e-postmeddelandet och informerade kasinot om att jag ?r en spelberoende och jag hade f?rlorat mer ?n jag hade r?d med p? l?n, och fr?gade om det fanns n?gon m?jlighet till ?terbetalning.
(Sk?rmdumpen f?r e-postmeddelandet s?ger 28. juli i e-postmeddelandet men 27. juli i det ?vre h?gra h?rnet, eftersom det skickades fr?n mig den 27. juli i min tidszon, men den 28. i coins.game timezone)
1. augusti var det l?nedag och jag f?rlorade hela min l?necheck p? totalt 1565 USDT, s? jag har inga pengar till hyra/mat.
2. augusti skrev jag till coins.game / Royal Way NV ang?ende att jag tidigare informerade dem om mitt spelberoende, och nu f?rlorade jag hela min l?necheck, och d? svarar de med den h?r texten som visas p? sk?rmdumpen, d?r de st?ngde min konto den 2 augusti.
Men varf?r gjorde de inte det n?r jag informerade dem om mitt missbruk den 27 juli.
S? tvisten handlar inte om de 366 USDT jag f?rlorade i kasinot f?re den 27 juli, utan pengarna jag satte in och f?rlorade efter att jag informerade kasinot om mitt spelberoende och ber?ttade att jag var en spelberoende och jag hade f?rlorat mer ?n Jag hade r?d, n?r de har svarat p? mitt mejl, vilket bekr?ftar att de b?de har sett och behandlat de tv? mejlen jag skickade med information om mitt missbruk.
Hello Petronela,
Thanks for your reply, to explain this i have tried to make a timeline for the period:
23/24. July i deposited and lost 366 USDT.
27. July i sent the email informing the casino that i am a gambling addict and i had lost more than i could afford from loan, asking if there was any possibility for a refund.
(The email screenshot says 28. July in the email but 27. July in the upper right corner, becasue it was sent from me on 27. July in my timezone, but the 28. in coins.game timezone)
1. August it was payday and i lost my whole pay-check in total of 1565 USDT, so i have no money for rent/food.
2. August i wrote to coins.game / Royal Way N.V. regarding i earlier informed them about my gambling addiction, and now i lost my whole pay-check, and then they reply with this text shown in the screenshot, where they did close my account on 2. august.
But why didnt they do so when i informed them about my addiction on the 27. July.
So the dispute is not about the the 366 USDT i lost in the casino before 27. July, but the funds i deposited and lost after i informed the casino about my gambling addiction and told them i was a gambling addict and i had lost more than i could afford, when they have replied my email, which confirms that they have both seen and processed the two emails i sent informing about my addiction.
Jag har nu en klarare f?rst?else. Det ?r uppenbart att du skickade ett e-postmeddelande den 27 juli klockan 23:15, vilket var en sen torsdagskv?ll. Hela diskussionen kretsade kring den potentiella ?terbetalningen av de medel du tidigare investerat i casinot. ?ven om du n?mnde ditt hasardspelsproblem bad du inte uttryckligen att ditt konto skulle blockeras. Detta kan dock ses som en v?djan om hj?lp. Kasinot st?ngde d?refter ditt konto den 2 augusti, cirka 6 dagar senare.
Med tanke p? att det har utbytts flera meddelanden mellan dig och kasinorepresentanten ?r det troligt att kasinot kunde ha vidtagit ?tg?rder tidigare och st?ngt ditt konto f?re n?sta veckas onsdag.
Fanns det n?gra ytterligare f?rfr?gningar du gjorde efter den 27:e som kan ha f?tt kasinot att st?nga ditt konto? Eller var beg?ran fr?n den 27 den enda?
I now have a clearer understanding. It's evident that you sent an email on July 27th at 23:15, which was a late Thursday evening. The entire discussion revolved around the potential reimbursement of the funds you had previously invested in the casino. While you did mention your gambling issue, you didn't explicitly request your account to be blocked. However, this could be seen as a plea for assistance. The casino subsequently closed your account on August 2nd, approximately 6 days later.
Given that there were several messages exchanged between you and the casino representative, it's plausible that the casino could have taken action sooner and closed your account prior to the following week's Wednesday.
Were there any additional requests you made after the 27th that might have prompted the casino to close your account? Or was the request from the 27th the only one?
Jag hade skickat 5 e-postmeddelanden den 27-07-2023 som alla behandlade denna fr?ga, s? det r?der ingen tvekan om att kasinot var v?linformerat om att jag var en spelberoende, e-post?mnet heter spelberoende, i mejlen g?r jag det v?ldigt klart att jag ?r en spelberoende, att jag hade f?rlorat mer ?n jag hade r?d med p? l?n, jag bad till och med i mitt senaste e-postmeddelande om en mindre m?jlig ?terbetalning f?r pengar f?r mat, eftersom jag f?rlorade varje krona jag hade kvar, p? Coins.game. Kasinot svarade till och med att de ?r v?ldigt ledsna och f?rst?r hur sv?rt detta ?r f?r mig vid denna tidpunkt den 27-07, hur kan de vara ledsna om de inte g?r n?got ?t detta f?r att h?lla mitt konto aktivt f?r att f?rlora ?nnu mer.
H?r ?r en sk?rmdump av de 5 mejlen, e-postsvaret finns ?verst p? sk?rmdumparna f?ljt av den tidigare korrespondensen nedan.
Hi,
I had sent 5 emails on 27-07-2023 all adressing this matter, so there is no doubt that the casino was well informed that i was a gambling addict, the email-topic is named gambling addiction, in the emails i make it very clear i am a gambling addict, that i had lost more than i could afford from loans, i even asked in my last email for a smaller possible refund for money for food, since i lost every dime i had left, at Coins.game. The casino even responded that they are very sorry and understand how diffucult this is for me at this time on 27-07, how can they be sorry if they do nothing about this keeping my account active to lose even more.
Here is screenshot of the 5 emails, the email reply is on the top of the screenshots followed by the former correspondance below.
Tack s? mycket, qwrath, f?r att du tillhandah?ller all n?dv?ndig information. Jag kommer nu att ?verf?ra ditt klagom?l till min kollega Jozef ( [email protected] ) som st?r till din hj?lp. Jag ?nskar dig lycka till och hoppas att ditt problem kommer att l?sas till din bel?tenhet inom en snar framtid.
Thank you very much, qwrath, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Vi skulle vilja be casinot att svara p? det h?r klagom?l. Vi f?rl?nger svarstiden med 7 dagar. Om casinot inte svarar inom den angivna tiden kommer vi att avsluta klagom?let som "ol?st", vilket kan p?verka casinots betyg negativt.
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Eftersom vi inte har f?tt n?got svar fr?n kasinot ang?ende problemet har vi inget annat val ?n att klassificera klagom?let som "ol?st". Kasinot kan ?teruppta detta klagom?l n?r som helst.
K?ra qwrath,
Jag ?r mycket ledsen, men eftersom casinoteamet inte har varit lyh?rda kan vi inte forts?tta med utredningen. Ett alternativt alternativ ?r att l?mna in ett officiellt klagom?l till kasinots licensmyndighet. Jag kan hj?lpa dig med denna process, och du kan n? mig p? e-postadressen nedan. Observera att detta klagom?l kommer att p?verka deras s?kerhetsindex p? v?r webbplats. Kontakta mig g?rna om du har n?gra fr?gor eller beh?ver ytterligare hj?lp.
Since we haven’t received any response from the casino regarding the issue, we have no choice but to classify the complaint as 'unresolved'. The casino can reopen this complaint any time.
Dear qwrath,
I am very sorry, but since the casino team has not been responsive, we are unable to continue with the investigation. An alternative option is to file an official complaint with the licensing authority of the casino. I may assist you with this process, and you can reach me at the email address provided below. Please note that this complaint will have an impact on their safety index on our website. Feel free to contact me if you have any questions or require further assistance.
Vi har ?terupptagit detta klagom?l enligt kasinots beg?ran. Vi vill ge detta ?rende ytterligare en chans att f? en l?sning och hj?lpa b?da inblandade parter att n? ett tillfredsst?llande slut.
Detta ?r kasinots budskap till oss:
Hall?!
Denna spelare fick utbetalning av beloppet f?r sina ins?ttningar, som diskuterades ovan, v?nligen avsluta klagom?let som l?st.
We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.
This is the casino's message to us:
Hello!
This player was paid the amount of his deposits, which were discussed above, please close the complaint as resolved.
Vi f?rl?nger tidsgr?nsen med 7 dagar. Om du inte svarar inom den angivna tiden eller inte beh?ver n?gon ytterligare hj?lp, kommer vi att avvisa ditt klagom?l.
Dear qwrath,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Ja, jag kan bekr?fta att kasinot har ?terbetalat beloppet, men jag skulle vilja notera att det tog v?ldigt l?ng tid, och kasinot svarade antingen inte eller f?rnekade sitt ansvar, tills det skickades till regulatorn. Jag anser att kasinot borde ha tagit ansvar innan det involverade tillsynsmyndigheten. Men du kan st?lla in detta p? l?st.
Hi,
Yes I can confirm that the casino has refunded the amount, however I would like to note that it took very long time, and casino was either not responding or denied their responsibility, until it was sent to the regulator. I believe the casino should have taken responsibility before involving the regulator. But you may set this to solved.
Tack f?r att du anv?nder Casino Guru klagom?lsl?sningscenter. Vi ?r glada att h?ra att ditt problem har l?st sig. Vi kommer nu att markera det som "l?st" i v?rt system. V?nligen, tveka inte att kontakta oss i framtiden om du st?ter p? n?gra problem med detta eller n?got annat casino. Vi ?r h?r f?r att hj?lpa dig, men jag hoppas att du inte kommer att st?ta p? ett s?dant h?r problem igen.
Med v?nlig h?lsning, Jozef
Dear qwrath,
Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.
www.kpvfaw.com ?r en oberoende k?lla till information om onlinecasinon och onlinecasinospel, som inte kontrolleras av n?gon speloperat?r eller n?gra andra institutioner. Alla v?ra recensioner och guider skapas med st?rsta objektivitet och ?rlighet, efter b?sta k?nnedom och bed?mning av medlemmarna i v?rt oberoende expertteam. De ?r emellertid endast avsedda som informationsunderlag och ska varken tolkas som, eller anses vara, r?dgivning i juridisk mening. Du ska alltid sj?lv s?kerst?lla att du uppfyller alla r?ttsliga skyldigheter innan du spelar p? ett utvalt casino.
