Dragi Petre,
Hvala vam što ste nam skrenuli pažnju na ovo, uvek smo voljni da razgovaramo o situacijama u vezi sa igračima i našim kazinom dok pokušavamo da obezbedimo najbolje okruženje za igre za sve korisnike i nastavimo da imamo neverovatan odnos sa svim našim partnerima.
Vidim da je zahtev za zatvaranje naloga poslat 3. januara, a kada bilo koji korisnik podnese ovaj zahtev, dozvoljavamo period od 24-48 sati da naš tim za usklađenost zatvori nalog.
Nastavljajući ovaj zahtev nekoliko sati kasnije, on je pitao naše predstavnike korisničke službe „Gde je moj povraćaj novca" u kome smo odgovorili da se povrat novca ne odnosi na blokirane račune.
A onda 2 dana kasnije dolazi da podrži i kaže „ponovo otvori moj nalog" sa namerom da dobijem povraćaj novca i još ponuđenih bonusa.
Nakon toga, nastavio je da traži povrat novca i još više bonusa za depozit koje nudimo članovima.
Korisnik tvrdi da je izgubio 924 evra, ali to je netačno.
Od 6. januara korisnik nije izgubio 924 evra već 173 evra, ali sa ovih 173 evra 32 od 173 su bili bonusi koje smo dali korisniku.
Dakle, korisnik je ukupno izgubio 140 dolara tokom otvaranja naloga.
Korisnik je deponovao $1117 i povukao $650, a većina gubitaka je nastala pre zahteva za ponovno otvaranje računa.
Ako želite, možemo da podelimo snimke ekrana istorije transakcija, istorije klađenja i podataka koji se odnose na igrača.
Čini se nepravednim da korisnik traži 924 evra, a zapravo korisnik nikada nije izgubio blizu te vrednosti pre zahteva za zatvaranje naloga, a kamoli posle zahteva za zatvaranje naloga.
Razumemo da zavisnost od kockanja može biti problem, ali često je slučaj kada ponovo otvore nalog da bi zaradili što više bonusa, možda izgube nešto novca, a onda se žale da traže novac nazad tako da na kraju korisnik napravi čak i više nego što su izgubili.
U ovom slučaju korisnik traži oko 7 puta više od onoga što je stvarno izgubljeno.
Zaista smo uživali u tome što smo eurogalaki deo naše zajednice i ova žalba je iznenađenje sa naše strane jer se činilo da je uživao u platformi tokom celog svog igranja.
Nadamo se da sve strane razumeju i da smo uvek tu da razjasnimo svaku situaciju koja se pojavi. Cenimo zahtev i nadamo se da su prateće informacije dovoljne da rasvetle namere iza njega.
Srdačan pozdrav,
Del Oro kazino i tim za sportske kladionice
Dear Peter,
Thank you for bringing this to our attention, we are always willing to discuss situations relating the players and our casino as we try to provide the best gaming environment for all users and continue are incredible relationship with all of our partners.
I see the account closure request was sent for the 3rd of January which when any user makes this request we allow for a period of 24-48 hours for our compliance team to close the account.
Continuing this request a few hours later he asks on our customer service representatives "Where is my cashback" in which we responded that cashback does not apply to blocked accounts.
And then 2 days later he comes to support and states "reopen my account" with the intention of getting the cashback and more bonuses offered.
Following this, he kept asking for cashback and more of the deposit match bonuses that we offer to members.
The user claims to have lost 924 euros but this is false.
From January 6th the user did not lose 924 euros but rather 173 euros but with this 173 euros 32 of the 173 was bonuses that we gave the user.
So in total the user lost $140 during the account open.
The user has deposited $1117 and withdrew $650 and most of the losses occurred before the request of reopening the account.
If you would like we can share screenshots of transaction history, betting history, and data relating the player.
It seems unfair that the user is requesting 924 euros when in fact the user never lost close to that value before the account closure request let alone after the account closure request.
We understand that gambling addiction can be a problem but it is often the case when they reopen the account to earn as many bonuses as they can, maybe they lose some money, and then they complain to request money back so at the end the user makes even more than they have lost.
In this case the user is requesting around 7x more than what was actually lost.
We really enjoyed having eurogalaxy part of our community and this complaint is a surprise from our end as he seemed to enjoyed the platform throughout the entirety of his gameplay.
We hope that all parties understand and we are always here to clear up any situation that arises. We appreciate the request and hope that the supporting information is enough to shed light on the intentions behind it.
Kind regards,
Del Oro Casino and Sportsbook Team
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