Hmm, okay, whatever you say.
But then it's quite funny that you have to ask us on this forum what casino license they have and so on, when we protect them.
I could also say that you have no reason to take any information from us and that you don't have to ask on our forum.
It's probably equivalent to what you wrote.
Have a good weekend. 🙂
Pregunto porque cambian de licencia o usan alguna mi valida , como ya sabéis .
No sabía que el foro era tuyo perdona jefe
It's not so much about that as it is about the point. 😉
Y como ves estos puntos ?
Mencione claramente mis problemas de juego ? Porque ellos dicen que no
Some of it may be visible there, but this email conversation is a bit unclear, with some emails that are complete and therefore what you wrote, what the casino replied, and so on. In one screenshot, I feel like I can see two conversations and only part of one. It would be good to see everything.
Perhaps we could try to help you if you requested to close your account because you have a gambling problem and the casino did so, but then reopened your account and you lost money.
Por eso he contratado un abogado porque el casino dice que no dije nada de mis problemas de juego
I understand that, I just gave you the suggestion because I often recommend to players that they try filing a complaint with us. If it is justified and our team decides that it is on your side, then we try to resolve the situation with the casino. If that doesn't work, then a license or a lawyer, if you're interested. I know that's money you have to spend on it, which is why I recommend a complaint in the first place.
Ya lo sé he leído bastante sobre cómo gestionáis las quejas , y en este caso sé que estarías de mi lado que desde el momento que informe de mis problemas de juego no tendría que tener la opción de depositar más y el casino seguramente acabaría reembolsando una parte , pero vosotros no le bajaréis la puntuación que tiene ni nadie lo sancionará , entonces prefiero no recuperar o que un abogado se lleve su comisión a cambio de que apliquen una buena sanción a este casino o su grupo NovaForge
mira te enseño más emails
la primera vez después de 50 emails mi cuenta quedó cerrada permanentemente como se puede ver
en otro email se puede ver como el agente vip dice que no he mencionado mis problemas de juego 
Then it's a shame you didn't file a complaint if you think we would be on your side. The important thing in these cases is always how you ask to be self-excluded. Also, closing your account and self-exclusion are not the same thing. However, if you express gambling addiction or problems, the casino should always deal with such matters as soon as possible. It is possible that you could still make deposits for a while, if they were to resolve it in two or three days, for example, but it certainly shouldn't take long, and if you have reported problems, they should not leave your account open. Also we are counting the time from when you did the request or mentioned gambling problems
As for the rating, it goes down if the complaint is unresolved. So if the casino didn't want to resolve it with us or didn't address it as we communicated with them and as would be fair. If, on the other hand, they tried to resolve the situation, admitted their mistake, and so on (perhaps there would be a refund and so on), then the rating would not go down.
In any case, it is also important for us how often the casino does this. If we find, for example, a group or a casino that has this problem often, we don't turn a blind eye to it. Not every process can be done immediately, but when we gather enough information and player experience, we discuss such matters with the casino when necessary. Based on whether or not the problem is corrected, the safety index may be lowered even without a specific complaint, if there are several complaints over a certain period of time.
Entiendo lo que me dices , además según su chat cuando alguien menciona la adicción tiene que cerrar la cuenta al momento , en mi caso tras el segundo aviso fueron 8 días ( deposite unos 25.000€ en esos días )
el echo del reembolso o no, igualmente tendría que bajar su puntuación , porque están actuando con mala fe , por eso no me parece justo vuestra manera de procesar las quejas .
el mal ya está echo pero si aceptan su error no pasa nada … no es justo
I think that's a long time. Of course, if you're still interested, you can open a complaint with us.
As far as our process is concerned, we always try to improve what we can. However, some things are simply not feasible as players would like them to be, and they are also difficult for us to resolve.
There will always be someone who doesn't like our approach. We try to stick to what has proven to be most effective for us and also players.
Gracias, pero como le digo prefiero llevar este tema por vía judicial , para ir a por sus procesadores de pago ya que están registrados en Europa .
he avisado al casino muchas veces y no quieren cooperar.
estaria bien que se leyeran este hilo , porque creo que su email esta controlado por bots
Sure, if that's how you see it, then I wish you the best of luck in resolving the issue.
If you have any news in the future, feel free to let me know if you're interested.
What do you mean about this thread? That there are some players here who praise the casino? I don't know if it's just a bad translation, but no email should be checked by bots. The only way I can explain it is that you think there are a lot of players here who say positive things about the casino, which you think are bots.
Me refiero que estaría bien que un representante del casino estuviera en el hilo y explicara las cosas , porque cuando hablas con el casino por email siempre responden bots
That would be great, but the casino doesn't respond on the forum. However, it does respond to complaints when necessary, which is why I said it would be appropriate to file a complaint, since they have only one unresolved complaint out of quite a lot.
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