Hej Invergill,
Tak for din værdifulde feedback om din oplevelse med vores casino. Din mening er virkelig vigtig for os, da den hjælper os med konstant at forbedre os og yde en bedre service til alle vores kunder.
Mit navn er Nancy, og jeg er Customer Experience Manager hos 21 Bit Casino. Jeg vil gerne bruge et øjeblik på at gennemgå din sag grundigt og give dig en detaljeret forklaring vedrørende din udbetalingsproces.
Først og fremmest vil jeg gerne beklage den forvirring eller frustration, som denne situation måtte have forårsaget dig. Din tilfredshed og tillid er altid vores højeste prioritet, og jeg forstår fuldt ud, hvor skuffende det må have været at have haft problemer med at hæve dine penge.
Efter omhyggelig gennemgang af din konto og udbetalingshistorik kan jeg bekræfte følgende: Din allerførste udbetalingsanmodning den 19. september blev annulleret, fordi du forsøgte at bruge kryptovalutabetalingsmetoden. Selvom krypto faktisk er tilgængelig på vores casino, skal du være opmærksom på, at for at kunne udbetale via krypto, skal mindst én vellykket indbetaling i krypto først gennemføres på din konto. Da der ikke blev foretaget sådanne indbetalinger, kunne anmodningen desværre ikke behandles.
Samtidig modtog du instruktioner om at indsende din udbetalingsanmodning igen ved hjælp af bankoverførsel. Da vores betalingsteam gennemgik anmodningen, bemærkede de, at de angivne bankoplysninger var forkerte, og af sikkerhedsmæssige årsager kunne vi ikke behandle den. Jeg ser også, at du forsøgte at bruge et kreditkort som udbetalingsmetode, men på grund af midlertidige tekniske problemer med denne betalingsmulighed på det tidspunkt var den desværre ikke tilgængelig. Jeg beklager endnu engang ulejligheden.
Jeg forstår fuldt ud, at denne oplevelse ikke var behagelig for dig, og jeg beklager dybt de vanskeligheder, du har oplevet. Jeg håber inderligt, at vi fra nu af kan fortsætte og give dig den problemfri, sikre og behagelige service, du forventer af os.
Til din næste udbetaling vil jeg kraftigt anbefale at bruge bankoverførsel og sørge for, at alle bankoplysninger er indtastet korrekt, da dette giver os mulighed for at behandle din anmodning uden forsinkelser. Et andet godt alternativ ville være en kryptoudbetaling, som faktisk er den hurtigste og nemmeste metode, vi tilbyder. For at aktivere denne mulighed skal du blot foretage mindst én vellykket kryptoindbetaling på forhånd, hvorefter udbetalinger i krypto vil blive tilgængelige for dig med det samme.
Derudover vil jeg gerne minde dig om vores nedkølingsfunktion. Hvis du foretrækker ekstra kontrol over dine penge, kan du anmode vores supportteam om at aktivere denne mulighed, mens din udbetaling afventer. På denne måde vil du stadig kunne logge ind og spore din udbetaling, men du vil ikke have mulighed for at foretage indbetalinger eller placere væddemål, før din udbetaling er afsluttet. Det er et meget nyttigt værktøj, og vores supportteam er altid glade for at hjælpe dig med at aktivere det.
Invergill, tak endnu engang for at dele din feedback og for at lade os lære af denne situation. Jeg beklager virkelig ulejligheden, og jeg håber inderligt, at din fremtidige oplevelse med 21 Bit Casino vil være meget mere problemfri og positiv. Vi sætter stor pris på at have dig hos os, og vi vil fortsætte med at arbejde hårdt for at give dig den bedst mulige service.
Med venlig hilsen,
Nancy
Kundeoplevelseschef
21 Bit Casino
Hello, Invergill,
Thank you for sharing such valuable feedback about your experience with our casino. Your opinion is truly important to us, as it helps us to constantly improve and provide a better service for all of our customers.
My name is Nancy, and I am a Customer Experience Manager at 21 Bit Casino. I would like to take a moment to carefully review your case and provide you with a detailed explanation regarding your withdrawal process.
First of all, please accept my sincere apologies for any confusion or frustration this situation may have caused you. Your satisfaction and trust are always our top priorities, and I completely understand how disappointing it must have felt to face difficulties while trying to withdraw your funds.
After carefully reviewing your account and withdrawal history, I can confirm the following: your very first withdrawal request on September 19th was cancelled because you attempted to use the cryptocurrency payment method. While crypto is indeed available at our casino, please note that in order to withdraw via crypto, at least one successful deposit in crypto must first be completed on your account. Since no such deposits were made, the request could unfortunately not be processed.
At the same time, you received instructions to submit your withdrawal request again using the Bank Transfer method. When our Payment Team reviewed that request, they noticed that the bank details provided were incorrect, and for security reasons, we were unable to process it. I also see that you attempted to use a credit card as a withdrawal method, however, due to temporary technical issues with that payment option at the time, it was unfortunately not available. Please accept my apologies once again for the inconvenience this caused.
I fully understand that this experience was not pleasant for you, and I deeply regret the difficulties you faced. I truly hope that from now on, we can move forward and provide you with the smooth, secure, and enjoyable service you expect from us.
For your next withdrawal, I would strongly recommend using the Bank Transfer option and making sure that all bank details are entered correctly, as this will allow us to process your request without delays. Another great alternative would be a crypto withdrawal, which is actually the fastest and easiest method we offer. To enable this option, you simply need to make at least one successful crypto deposit beforehand, after which withdrawals in crypto will become instantly available to you.
Additionally, I would like to remind you about our Cooling-Off feature. If you prefer extra control over your funds, you can request our Support Team to activate this option while your withdrawal is pending. This way, you will still be able to log in and track your payout, but you will not have the possibility to make deposits or place bets until your withdrawal is finalized. It is a very useful tool, and our Support Team is always happy to assist you with activating it.
Invergill, thank you once again for sharing your feedback and for allowing us to learn from this situation. I am truly sorry for the inconvenience caused, and I sincerely hope that your future experience with 21 Bit Casino will be much smoother and more positive. We truly appreciate having you with us and will continue working hard to provide you with the best possible service.
Warm regards,
Nancy
Customer Experience Manager
21 Bit Casino
