Klagom?let ?terupptogs p? kasinots beg?ran med f?ljande meddelande:
K?ra spelare och Nick,
Jag ?r chef f?r Customer Reputation-teamet och jag ville personligen ta upp problemet du har tagit upp. F?rst och fr?mst ber jag om urs?kt f?r f?rseningen med att ta itu med dina problem. Det har kommit till min k?nnedom att den anseendeansvarige som ansvarar f?r att hantera ditt klagom?l avvek fr?n v?ra fastst?llda riktlinjer. Du kan vara s?ker p? att l?mpliga ?tg?rder vidtas, inklusive ytterligare utbildning, f?r att s?kerst?lla en effektivare hantering av liknande ?renden i framtiden.
Jag vill uppm?rksamma dig p? det officiella e-postmeddelandet du fick fr?n v?r s?kerhetsavdelning, som tydligt beskriver ?vertr?delsen av v?ra anv?ndarvillkor. Specifikt s?gs det att det ?r str?ngt f?rbjudet att delta i bedr?gligt beteende, som att skapa flera konton, anv?nda automatiserad spelmjukvara eller att delta i arbitrage. I s?dana fall f?rbeh?ller vi oss r?tten att vidta ?tg?rder f?r att f?rhindra dessa bedr?gliga aktiviteter, inklusive att avbryta vad, st?nga kundkonton och, om n?dv?ndigt, involvera brottsbek?mpning.
Or?ttvis spelverksamhet undergr?ver integriteten hos v?r plattform och p?verkar andra spelare negativt. F?ljaktligen kan vinster som erh?llits genom s?dana aktiviteter inte tas ut, eftersom de anses ha f?rv?rvats p? ett or?ttvist s?tt. Vi till?ter dock uttag av den f?rsta ins?ttningen f?r att s?kerst?lla r?ttvisa och transparens.
?ven om jag k?nner fullst?ndigt med den frustration och besvikelse som denna situation kan ha f?rt ?ver dig, vill jag f?rs?kra dig om att vi djupt beklagar resultatet. Tyv?rr ?r v?ra h?nder bundna eftersom vi m?ste f?lja de str?nga riktlinjer som v?r s?kerhetsavdelning har satt upp. V?nligen f?rst? att vi prioriterar skyddet av k?nsliga uppgifter och sekretessen f?r v?ra strategier, vilket ?r anledningen till att vi inte kan avsl?ja detaljerad information om v?r utredningsprocess.
Nick, du kommer att f? ett e-postmeddelande fr?n v?rt team som beg?rt mycket snart.
Om ni b?da har ytterligare fr?gor eller funderingar, tveka inte att ta upp dem.
The complaint was reopened on the casino's request with the following message:
Dear player and Nick,
I'm the Head Manager of the Customer Reputation team, and I wanted to personally address the issue you've raised. First of all, I apologize for the delay in addressing your concerns. It has come to my attention that the reputation manager responsible for handling your complaint deviated from our established guidelines. Rest assured, appropriate measures are being taken, including additional training, to ensure more efficient handling of similar cases in the future.
I would like to draw your attention to the official email you received from our security department, which clearly outlines the violation of our Terms and Conditions. Specifically, it states that engaging in fraudulent behavior, such as creating multiple accounts, using automated betting software, or participating in arbitrage betting, is strictly prohibited. In such instances, we reserve the right to take action to prevent these fraudulent activities, including canceling bets, closing customer accounts, and, if necessary, involving law enforcement.
Unfair gambling activity undermines the integrity of our platform and negatively impacts other players. Consequently, winnings obtained through such activities cannot be withdrawn, as they are considered to have been acquired unfairly. However, we do allow the withdrawal of the initial deposit to ensure fairness and transparency.
While I completely empathize with the frustration and disappointment this situation may have brought upon you, I want to assure you that we deeply regret the outcome. Unfortunately, our hands are tied as we must adhere to the stringent guidelines set by our security department. Please understand that we prioritize the protection of sensitive data and the confidentiality of our strategies, which is why we cannot disclose detailed information about our investigation process.
Nick, you will get an email from our team as requested very soon.
Should you both have any further questions or concerns, please do not hesitate to address them.
Automatiskt ?versatt:
