We sincerely apologize for the delay in having responded to your initial complaint. This is completely out of the ordinary and we can assure anybody that is reading this, that our responses are generally swift, efficient and holistic all-together.
Please note that I have read and carefully considered the content of your last response and that in light of this, I would like to highlight some points about your experience at Casino Splendido and add some facts about our pay-outs and absolute fairness to our players in general.
This account is long standing account with Casino Splendido and you have indeed made a lot of deposits and wagered much over the last couple of years. It is only recently that a routine investigation has highlighted some of the points mentioned in my earlier response, and this is the reason for not having locked the account on a prior occasion.
We can proudly say that you have had an extraordinary time at the casino to date and would like to mention just some figures and elements to support this.
You have received 34% in free money (back on all your deposits made to date)
You have cashed in 246% in ratio to your lifetime deposits to date
(and these were paid prior to the recent investigation)
You also had a life to date pay-out ratio of 117% on all your wagers which is 21% greater than the average pay-out ratio as shown in our latest audits from eCogra and KPMG UK.
We process between 100 and 200 cash-ins each and every day. This means that we have easily paid out more than 280000 cash-ins and have hardly received any complaints or disputes to date.
It is extremely rare that we find erratic behaviour that is not in line with our terms and conditions or indicative of abuse, but I think it is important for anybody to consider the fact that all companies need to have terms and conditions in place to protect themselves against this kind of thing, and also to ensure that they highlight their values and policies, thus providing total transparency between the player and the casino.
I hope that this email finds you well and that you can see from this, that the casino has absolutely provided that which it stands for, (an all-round dazzle factor with excellent games and pay-outs).
If you would like to continue this discussion, please feel free to email our customer support team at [email protected] and we will happily respond to any queries that you may have.