Kære joseferreira13378,
Mange tak for din indgivelse af denne klage. Jeg er ked af at høre om dit problem. Tillad mig at stille dig et par spørgsmål for at sikre, at jeg forstår din situation fuldstændigt.
Forstår jeg korrekt, at alle dine identitetsdokumenter blev godkendt af kasinoet, og at du var fuldt verificeret?
Kan du venligst specificere, hvilke spil du spillede for at akkumulere dine gevinster? Var det slots, live casino spil, eller deltog du i sportsvæddemål?
Har du akkumuleret dine gevinster med eller uden en aktiv bonus?
Hvornår præcist blev din konto blokeret? Hvornår har du sidst kommunikeret med casinoets kundesupport?
Jeg håber, vi vil være i stand til at hjælpe dig med at løse dette problem så hurtigt som muligt. På forhånd tak for dit svar.
Med venlig hilsen
Veronika
Dear joseferreira13378,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.
Do I understand correctly that all your identity documents were successfully approved by the casino and that you were fully verified?
Could you please specify what games you played to accumulate your winnings? Were they slots, live casino games, or did you participate in sports betting?
Have you accumulated your winnings with or without an active bonus?
When exactly was your account blocked? When was the last time you communicated with the casino customer support?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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