K?ra Flugfiske28 ,
Jag hoppas att du m?r bra av det h?r meddelandet. Jag ber om urs?kt f?r det sena svaret – jag har nyligen kommit tillbaka fr?n sjukledighet.
Ang?ende ditt klagom?l om hanteringen av din beg?ran om sj?lvavst?ngning vill jag f?rs?kra dig om att vi tar s?dana ?renden p? st?rsta allvar. Att st?dja s?rbara spelare ?r en av v?ra h?gsta prioriteringar, och vi str?var efter att hantera alla relaterade fr?gor med r?ttvisa och k?nslighet.
N?r vi granskar ditt ?rende m?ste vi dock ocks? beakta flera viktiga faktorer. Tekniska problem – som olevererade e-postmeddelanden – kan tyv?rr uppst?, och dessa ligger ibland utanf?r casinots kontroll. P? grund av detta, och f?r att s?kerst?lla ett r?ttvist och konsekvent tillv?gag?ngss?tt, kan ett enda, okvitterat e-postmeddelande inte betraktas som en giltig eller slutf?rd beg?ran om sj?lvavst?ngning.
Ur v?rt perspektiv ?r det rimligt att f?rv?nta sig att spelare f?ljer upp eller anv?nder alternativa kommunikationsmetoder om de inte f?r svar – s?rskilt i s? allvarliga fr?gor som sj?lvavst?ngning. I ditt fall fick det f?rsta e-postmeddelandet du skickade den 5 april inget svar, och det skedde ingen ytterligare kommunikation f?rr?n efter att ytterligare ins?ttningar hade gjorts och f?rluster uppst?tt. Vid den tidpunkten svarade casinot snabbt och l?mpligt p? din efterf?ljande beg?ran.
D?rf?r uppfyller inte ditt klagom?l de n?dv?ndiga kriterierna f?r ?terbetalning, och jag m?ste avvisa ?rendet som ober?ttigat .
Jag f?rst?r att det h?r inte var det resultat du hoppades p?, men bevisen ?r obestridliga.
Tack f?r din f?rst?else, och jag beklagar att jag inte kunde erbjuda en mer gynnsam l?sning i det h?r fallet. Om du st?ter p? n?gra andra problem med detta eller n?got annat casino i framtiden, tveka inte att kontakta v?rt klagom?lshanteringscenter. Vi finns alltid h?r f?r att hj?lpa dig!
Med v?nliga h?lsningar,
Kubo
Dear Flugfiske28,
I hope this message finds you well. Please accept my apologies for the delayed response - I've recently returned from sick leave.
Regarding your complaint about the handling of your self-exclusion request, I want to assure you that we take such matters very seriously. Supporting vulnerable players is one of our top priorities, and we aim to handle all related concerns with fairness and sensitivity.
However, in reviewing your case, we must also consider several important factors. Technical issues - such as undelivered emails - can unfortunately occur, and these are sometimes beyond the control of the casino. Because of this, and to ensure a fair and consistent approach, a single, unacknowledged email cannot be regarded as a valid or completed self-exclusion request.
From our perspective, it is reasonable to expect players to follow up or use alternative communication methods if they do not receive a response - particularly in matters as serious as self-exclusion. In your case, the initial email you sent on April 5 did not receive a reply, and there was no further communication until after additional deposits were made and losses incurred. At that point, the casino responded quickly and appropriately to your subsequent request.
As a result, your complaint does not meet the necessary criteria for a refund, and I must reject the case as unjustified.
I understand this is not the outcome you were hoping for, but the evidence is indisputable.
Thank you for your understanding, and I’m sorry I couldn’t provide a more favorable resolution in this instance. If you encounter any other issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here to assist you!
Best Regards,
Kubo
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