K?ra Simcity42,
Tack f?r ditt meddelande.
Jag beklagar att du k?nner s? h?r. Jag vill f?rs?kra dig om att v?rt m?l alltid ?r att objektivt l?sa klagom?l och tillhandah?lla en r?ttvis medling mellan spelare och kasinon. V?rt team ?r dedikerat till att noggrant utreda varje ?rende genom att samla in all relevant information fr?n b?da parter. Detta hj?lper oss att s?kerst?lla att vi kan fatta v?lgrundade och opartiska beslut. Vi f?rst?r hur frustrerande dessa situationer kan vara, och vi ?r fast beslutna att hj?lpa dig efter b?sta f?rm?ga. Det ?r viktigt att notera att vi ?r en oberoende enhet. Vi str?var efter att fr?mja samarbete mellan kasinon och spelare, vilket skiljer oss fr?n att vara en agent f?r ett specifikt kasino.
Ang?ende din beg?ran om sj?lvavst?ngning bekr?ftar vi att du tidigare beg?rt att kontot st?ngs under en viss period. Eftersom din beg?ran inte uttryckligen n?mnde ett spelproblem, ins?g casinot inte fullt ut hur br?dskande och potentiellt allvarlig situationen var. Vi beklagar eventuella problem detta kan ha orsakat. V?nligen f?rst? att casinot som f?retag str?var efter att beh?lla kunder, och beg?randen om kontost?ngning kan bem?tas med f?rs?k att ?vertala kunder att stanna kvar. Denna praxis ?r vanlig i int?ktsberoende f?retag.
Men om du k?nner att spelandet b?rjar ta ?verhanden kan jag definitivt hj?lpa dig att framg?ngsrikt st?nga av dig sj?lv. V?nligen l?t mig veta hur du vill g? vidare.
Ser fram emot ditt svar.
Katarina
Dear Simcity42,
thank you for your message.
I’m sorry to hear that you feel this way. I want to assure you that our goal is always to objectively resolve complaints and provide a fair mediation between players and casinos. Our team is dedicated to thoroughly investigating each case by gathering all relevant information from both parties. This helps us ensure that we can make informed and impartial decisions. We understand how frustrating these situations can be, and we are committed to assisting you to the best of our abilities. It is important to note that we are an independent entity. We aim to foster collaboration between casinos and players, which distinguishes us from being an agent of any specific casino.
Regarding your self-exclusion request, we acknowledge that you previously requested account closure for a specific duration. However, as your request did not explicitly mention a gambling problem, the casino did not fully recognize the urgency and potential seriousness of the situation. We regret any distress this may have caused. Please understand that as a business, the casino aims to retain customers, and account closure requests may be met with attempts to persuade customers to remain. This practice is common in revenue-dependent businesses.
However, if you feel that gambling is getting our of your hands, I can definitely help you to self exclude successfully. Please let me know, how you wish to proceed.
Looking forward to your reply.
Katarina
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