Kära radka
Mitt klagomål handlar inte om sportspel.
Det handlar om kontostängning efter insättning utan någon förklaring.
Jag tror att jag är väldigt noggrann.
Jag kom tillbaka med ett klagomål som också avvisades på grund av inkonsekvent information som påpekats av kasinogurun.
I'm sorry, I still do not understand what complaint are you reffering to. Would you kindly mind my closing question?
"Is it about some sort of reopening request maybe?"
In other words, have you tried to reopen your rejected complaint against this casino? It looks like the request has not been approved. Which explains why this latest course of events is not traceable in your Casino Guru account - you can check that for yourself.
I'm also quite accurate when it comes to tracking information, but as long as we are admins, not complaint mediators, we do not have such a kind of explanation available; thus, I'm asking you because you are complaining about something I'm not familiar with.
Can you please try to help me understand your current concern?
Ja omstartsbegäran.
Avvisad av ditt kasino.
Den uppfyller alla kriterier för att öppna ett klagomål.
Det handlar om att stänga ett konto och inte ett sportspel
Tyvärr är jag tvungen att skriva en negativ recension för guru casino på trust pilot
Ja omstartsbegäran.
Avvisad av ditt kasino.
Den uppfyller alla kriterier för att öppna ett klagomål.
Det handlar om att stänga ett konto och inte ett sportspel
I see now, thank you.
You are concerned about the complaint reopen request, which has nothing in common with the complaint you tried to reopen.
Perhaps this is also the part that is not very clear to the mediator. It is, for instance, not very clear to me.
Since the original complaint was related to the sportsbetting and did not include a closed account, I see no point in reopening it, for instance. It would be better to submit a new complaint, I'd say.
In any case, I explained to you that this is a forum, not a complaint - I'm not part of the dedicated Complaint Team, so I do not know how specifically you asked for the reopen and what response you got.
Could you kindly share the message you got as an explanation for the complaint rejection, please? We may discuss the details first instead of keeping mentioning Trust Pilot from your side.
Thank you.
Detta är avslag
Thank you for the screenshot.
In the morning, I discussed this situation with my team, and according to the best of our understanding, we are convinced that reopening the case, which was previously rejected due to sports betting, was not the best course of action. I believe I already mentioned that in my previous response, so let me be more concrete:
The complaint was rejected because it seemed you had placed a sports bet. After you did, the account was closed.
The reopening request, among other things, says that you deposited 100€ and without any single bet, your account was closed and you could not contact the casino.
It actually sounds like the same situation described in two ways - only the sports betting, which would have led to the request's rejection, was left out.
Could you please confirm if the circumstances behind this "new" account closure at the same casino were entirely different?
In any case, we are sorry to see you were provided with an inaccurate explanation. The situation I outlined is the problem, not any "inconsistent information" of any kind, in our opinion.
I will wait for your update on the second account closure, but I want to emphasize one thing again:
Any events associated with sports betting and its rules are outside our reach and won't be accepted in the form of complaint.
Kära Radka, tack för svaret.
Jag tror att jag är ganska tydlig.
Det är inga problem med sportspel.
Jag upprepar att ditt klagomål har att göra med stängningen av mitt konto utan någon förklaring från kasinot.
Enkelt och tydligt.
Jag hoppas att du öppnar mitt klagomål.
Dear user,
Could you, instead of commanding me here, help me understand how you overcame the first account closure? I believe I was also pretty clear and transparent.
It is your turn to explain both events. I suggest you put some efforts into that; otherwise, we won't be able to move forward. As a result, the situation will remain the same for you too.
I hope you understand that and will cooperate. I'm currently most likely the only one interested in your situation, based on the rejected reopen request.
Jag förstår att du är den enda som försöker hjälpa mig och jag tackar dig så mycket för det.
Maskinöversättningen kanske inte förstår mitt problem.
Låt oss börja från början.
Jag registrerade mig på national bet casino utan att casinot bad mig om verifiering.
Jag gjorde 7 insättningar på 100 euro som jag satsade på både slots och sportbetting.
Den 8:e insättningen på 100 euro och medan pengarna hade lämnat min bank och överförts till mitt kasinokonto stängde de mitt konto utan någon förklaring.
Jag har försökt kontakta casino national bet och be om en förklaring om att mitt konto har stängts och det finns inget svar från dem.
Jag bad casinoguru att undersöka saken genom att lämna in ett klagomål som avvisades.
Detta är hela verkligheten kära radka.
Thank you very much for your effort and the description.
Perhaps you are quite right, and the auto-translator gave us both a hard time.
The way I see it, though, the situation with the casino is still the same as in the first complaint. What makes you think it is not bound to your previous sports betting activities? I mean, in order to reopen the complaint, you must first explain that to the mediator. I'm trying to figure out how to do that...
Let me ask my colleagues first, please. I'll get back to you.
Gratis professionella utbildningskurser för onlinecasinoanställda inriktade på bästa branschpraxis, förbättring av spelarupplevelsen och ett rättvist förhållningssätt till spelande.
Ett initiativ vi har lanserat med målet att skapa ett globalt system för självavstängning, som gör det möjligt för sårbara spelare att blockera sin åtkomst till allt onlinespel.
