Hall?,
Vi har noggrant analyserat situationen och ingriper f?r att belysa h?ndelserna kring st?ngningarna och de n?mnda ?terinvigningarna.
Det ?r viktigt att notera att vi, enligt v?ra register och e-posttr?dar, aldrig har ?ppnat kontot igen utan att f?rst ha inlett en konversation med anv?ndaren "alpsko". Vi v?rdes?tter v?ra kunders beslut och fr?gar alltid om anledningen till att de ?ndrade sig ang?ende kontostatus.
Se h?ndelserna i kronologisk ordning:
(2024-05-23) - Anv?ndaren "alpsko" kontaktade oss med en beg?ran om sj?lvuteslutning p? grund av spelsv?righeter. Uteslutning till?mpades och ett bekr?ftelsemail skickades.
(25/05/2024) - Kunden kontaktade oss med en beg?ran om att ta bort undantaget. Som svar fr?gade vi kunden varf?r han ?ndrade sig ang?ende deras kontostatus. Vi rekommenderade ocks? v?ra alternativa s?krare spelverktyg om han skulle vilja forts?tta med beg?ran om kontostatus?ndring. Kunden svarade d? och f?rklarade att han gjorde ett misstag n?r han beg?rde st?ngning p? grund av d?ligt hum?r fr?n en privat fr?ga. Han klargjorde att han ?r fullt medveten om sina spelvanor och ekonomi och f?rst?r att spel ?r f?r underh?llning. Han erk?nde fullt ansvar och uttryckte f?rtroende f?r Sultanbet och sa att han skulle f?redra att inte anv?nda mindre p?litliga onlinekasinon.
Beslut fattades om att till?mpa en 48-timmars ?ngerfrist innan sj?lvuteslutningen h?vs, vilket g?r att anv?ndaren "alpsko" kan kontakta oss om han ?ndrar sig ang?ende den v?ntande ?ter?ppningen. Den 27/05/2024 ?ppnades alpskos konto igen efter att 48 timmars ?ngerfristen l?pt ut.
(01/06/2024) - Vi fick ytterligare ett e-postmeddelande med en beg?ran om sj?lvuteslutning. Samma dag till?mpades en sj?lvuteslutning efter kundens beg?ran.
(01/06/2024) - Senare kontaktade kunden oss med en beg?ran om ?ter?ppning men drog tillbaka beg?ran ett par timmar senare, och vi gjorde inga ?ndringar i uteslutningen som var aktiv vid tidpunkten f?r denna kontakt.
Den 2 juni fr?gade kunden om det fortfarande var m?jligt att ?ppna sitt konto igen.
Den h?r g?ngen fr?gade vi specifikt kunden varf?r han ofta ?ndrade sina beslut ang?ende kontostatus. Vi fr?gade ocks? om hans k?nslor ang?ende spelande och om han fortfarande ans?g att spelande var skadligt.
(02/06/2024) - Klienten delade att han var besviken ?ver tidsramen f?r uttagshantering som en anledning till hans beg?ran om uteslutning. Han sade att han ville forts?tta med att ?ppna sitt konto igen eftersom han var medveten om sin speluppfattning och ?verv?gde att spela endast f?r underh?llning. Efter hans f?rklaring ?ppnades kontot igen efter att en ?ngerperiod p? 48 timmar till?mpats.
Slutsats:
Vi str?var efter att f?lja ansvarsfulla spelpraxis och f?ljer de protokoll som finns p? plats f?r att skydda v?ra kunder. Varje f?rfr?gan fr?n anv?ndaren "alpsko" hanterades med due diligence, vilket s?kerst?ller att han hade goda m?jligheter att ompr?va sina beslut under ?ngerperioder. De upprepade ?ter?ppningarna och f?rklaringarna bakom dem av Alpskos konto antydde att hans beg?randen om sj?lvuteslutning gjordes av frustration och av kommersiella sk?l. I linje med v?r praxis f?r ansvarsfullt spelande och med tanke p? det uppkomna klagom?let, har vi bekr?ftat att kontot kommer att f?rbli under sj?lvuteslutning utan m?jlighet till ?terf?ring under n?gra omst?ndigheter.
Om det finns ytterligare fr?gor eller information som beh?vs ?r du v?lkommen att kontakta oss.
V?nliga H?lsningar,
Sultanbet
Hello,
We've carefully analysed the situation and are intervening to shed more light on the events surrounding the closures and the mentioned reopenings.
It's important to note that, as per our records and email threads, we've never reopened the account without first engaging in a conversation with the user "alpsko". We value our customers' decisions and always inquire about the reason they changed their minds regarding the account status.
Please find the events in chronological order:
(23/05/2024) - The user "alpsko" contacted us with a self-exclusion request due to gambling difficulties. Exclusion was applied, and a confirmation email was sent.
(25/05/2024) - The client contacted us with a request to remove the exclusion. In response, we asked the customer why he changed his mind regarding their account status. We also recommended our alternative safer gambling tools in case he wished to continue with the account status change request. The customer then responded, explaining that he made a mistake in requesting closure due to a bad mood from a private issue. He clarified that he is fully aware of his gambling habits and finances and understands gambling is for entertainment. He acknowledged full responsibility and expressed trust in Sultanbet, stating he would prefer not to use less trustworthy online casinos.
A decision was made to apply a 48-hour cooling-off period before lifting the self-exclusion, allowing the user "alpsko" to contact us if he changed his mind regarding the pending reopening. On 27/05/2024, alpsko's account was reopened after the 48-hour cooling-off period expired.
(01/06/2024) - We received another email with a self-exclusion request. On the same day, a self-exclusion was applied following the customer's request.
(01/06/2024) - Later, the customer contacted us with a reopening request but withdrew the request a couple of hours later, and we made no changes to the exclusion, which was active at the time of this contact.
On the 2nd of June, the customer asked if it was still possible to reopen their account.
This time, we specifically asked the customer why he often changed his decisions regarding the account status. We also inquired about his feelings regarding gambling and whether he still considered gambling to be harmful.
(02/06/2024) - The client shared that he was disappointed with the withdrawal handling time frame as a reason for his exclusion request. He stated he wanted to proceed with reopening his account as he was aware of his gambling perception and considered gambling only for entertainment. Following his explanation, the account was reopened after a 48-hour cooling-off period was applied.
Conclusion:
We strive to adhere to responsible gambling practices and follow the protocols in place to protect our customers. Every request made by the user "alpsko" was handled with due diligence, ensuring he had ample opportunity to reconsider his decisions during cooling-off periods. The repeated reopenings and the explanations behind them of alpsko's account suggested that his self-exclusion requests were made out of frustration and due to commercial reasons. In line with our responsible gambling practices and considering the raised complaint, we have reaffirmed that the account will remain under self-exclusion with no possibility of reversal in any circumstances.
If there are any additional concerns or information needed, please feel free to reach out.
Kind regards,
Sultanbet
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