K?ra Maekz1990 och Casino Guru-team!
Det har kommit till v?r k?nnedom att det h?r ?rendet saknade adekvat korrespondens vid n?got tillf?lle, d?rf?r ?ppnade vi det igen, f?r att unders?ka och s?ka r?ttvisa f?r alla inblandade parter.
En kort ?versikt av ?rendet visar att anv?ndaren p?st?r sig ha kontaktat v?r kundsupport i avsikt att utesluta sig sj?lv men inte l?mnar n?gra bevis f?r att backa upp sitt uttalande. Citat: "Tyv?rr har jag inte de gamla mailen d?r jag bad om att st?nga mitt konto." Dessutom ifr?gasatte anv?ndaren v?r svarstid.
Det ?r uppenbart att klagom?let l?mnades in den 14 juli 2021 , detta ?r ocks? samma tid som anv?ndarens beg?ran har kommit till v?r k?nnedom. Anv?ndarens konto st?ngdes f?ljande dag vid middagstid; 2021-07-15 kl. 12:16:14.
Weltbet st?ngde anv?ndarens konto s? fort vi st?tte p? hans f?rfr?gan, andra " p?st?ende e-postmeddelanden " kan inte sp?ras fr?n v?r sida, liksom anv?ndaren misslyckades med att tillhandah?lla mer bevis n?r de efterfr?gats av oss, f?r vidare utredning.
Dessutom uppgav anv?ndaren att han g?r anspr?k p? alla ins?ttningar som gjorts fram till slutet av juli. I v?ra allm?nna villkor;
2.5. Kunden accepterar och accepterar att syftet och anv?ndningen av webbplatsen ?r deras ensamma ansvar och risk. Kunden erk?nner och accepterar att kunden n?r som helst kan f?rlora pengar p? en satsning. Kunden tar d?rf?r fullt ansvar f?r eventuella f?rluster.
... det st?r tydligt att eventuella pengar som g?r f?rlorade inte kan ?terbetalas. Anv?ndaren f?rs?kte ?vertala Weltbet att g? emot v?ra egna TCs med n?gra humanit?ra argument och k?nslom?ssig retorik, men lyckades inte tillhandah?lla n?gra bevis som deras argument byggdes p?.
Vi uppmuntrar starkt alla som lider av spelberoende att s?ka n?dv?ndig hj?lp, eftersom vi inte behandlar detta problem l?ttsamt. V?rt casino erbjuder ett uteslutningsalternativ f?r alla som lider av detta, men det ?r viktigt att t?nka p? att kommunikationen fr?n anv?ndarens sida m?ste vara tydlig och transparent . N?r vi v?l hade mottagit anv?ndarens beg?ran om sj?lvuteslutning slutf?rde vi anv?ndarens beg?ran p? nolltid. Individens p?st?ende om att de skickade e-postmeddelanden om sj?lvuteslutning till kasinot, men sedan raderade dem, utg?r h?rs?gen s?vida inte n?gra faktiska bevis f?r e-postmeddelandena – s?som kopior eller bekr?ftelse fr?n leverant?ren – presenteras. Utan detta kan p?st?endet inte verifieras eller korsf?rh?ras.
I Weltbet ?r v?rt f?rsta m?l anv?ndarn?jdhet och s?kerhet, men det ?r viktigt att f?rst? de villkor och villkor som vi arbetar med. Varje anv?ndare h?lsar artikeln i anv?ndarvillkoren en g?ng innan registreringen slutf?rs. I de fall anv?ndaren var okunnig om TC:erna ?r Weltbet inte att skylla p?, eftersom anv?ndaren medvetet klickade p?: "Jag har l?st och godk?nt de till?mpade villkoren". En ?terbetalning av ins?ttningen skulle i det h?r fallet s?tta oss i en position d?r vi skulle g? emot v?ra egna TC:er, vilket potentiellt skulle skymma v?r arbetsintegritet.
Uppriktigt,
Weltbet
Dear Maekz1990, and Casino Guru team!
It has come to our attention that this case lacked adequate correspondence at some point, hence we reopened it, to investigate and seek justice for all the parties involved.
A brief overview of the case shows that the user claims to had had contacted our customer support with the intent of self-exclusion but fails to provide any evidence to back up his statement. Quote: "Sadly I do not have the old mails where I asked to close my account." Moreover, the user questioned our response time.
It is evident that the complaint was filed on July 14th, 2021, this is also the same time the user's request has come to our attention. The user's account was closed the following day at noon; 15-07-2021 at 12:16:14.
Weltbet closed the user's account as soon as we encountered his request, other "allegend emails" cannot be retraced from our side, as well as user failed to provide more evidence once requested by us, for further investigation.
Furthermore, the user stated that he claims all the deposits made until the End of July. In our Terms and Conditions;
2.5. The customer agrees and condones that the purpose and use of the website are their sole responsibility and risk. The customer acknowledges and accepts that at any point the customer may lose money on a bet placed. The customer, therefore, accepts full responsibility for any losses.
... it is clearly stated that any money that is lost cannot be refunded. The user tried persuading Weltbet into going against our own TCs with some humanitarian arguments and emotional rhetoric, however failed to provide any evidence on which their argument was built.
We highly encourage anyone suffering from gambling addiction to seek necessary help, as we do not treat this issue lightly. Our casino provides an exclusion option for anyone suffering from this, but it is important to keep in mind that communication from the user's side must be clear and transparent. Once having received the user's request for self-exclusion, we completed the user's request in no time. The individual's claim that they sent self-exclusion emails to the casino, but subsequently deleted them, constitutes hearsay unless any actual evidence of the emails—such as copies or confirmation from the provider—is presented. Without this, the statement cannot be verified or cross-examined.
In Weltbet, our first goal is user satisfaction and safety, however, it is important to understand the Terms and Conditions we operate on. Each user greets the Terms and Conditions article once before completing the registration. In cases where the user was ignorant of the TCs, Weltbet is not to blame, as the user consciously clicked on: "I have read and agreed to the terms and conditions applied". Refunding the deposit would in this case put us in a position where we would go against our own TCs, potentially obscuring our work integrity.
Sincerely,
Weltbet
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