Dear Velobet Casino,
I appreciate your response. I also appreciate your perspective and fully understand your position. I would like to address a specific point from your previous message:
"I believe that since users can register with different email addresses, they may also use different first and last names. No matter how strict we make the registration process, some users may still find ways to circumvent it."
You are absolutely correct. However, the key distinction in this case is that if a player registers with different first and last names than their real names, the information provided during registration would be fraudulent. As a result, this would disqualify them from any refund, as they would have knowingly circumvented the casino's security measures by submitting false information.
In this instance, the player used identical personal information, with the sole exception of their email address – which, as noted in my previous reply, is subject to change over time. Given this, I must reiterate that the player is entitled to a refund for the deposits made through their second account. I am asking you to reconsider your position in this matter.
Dear Velobet Casino,
I appreciate your response. I also appreciate your perspective and fully understand your position. I would like to address a specific point from your previous message:
"I believe that since users can register with different email addresses, they may also use different first and last names. No matter how strict we make the registration process, some users may still find ways to circumvent it."
You are absolutely correct. However, the key distinction in this case is that if a player registers with different first and last names than their real names, the information provided during registration would be fraudulent. As a result, this would disqualify them from any refund, as they would have knowingly circumvented the casino's security measures by submitting false information.
In this instance, the player used identical personal information, with the sole exception of their email address – which, as noted in my previous reply, is subject to change over time. Given this, I must reiterate that the player is entitled to a refund for the deposits made through their second account. I am asking you to reconsider your position in this matter.