Hej,
Vi har tjekket den pågældende kundes konto.
I første omgang kunne kunden ikke trække sig tilbage, fordi han af sikkerhedsmæssige årsager skulle gennemgå KYC-proceduren.
Da bekræftelsen var fuldført, opstod der en fejl, og vores specialister undersøgte problemet med Neteller-betalingssystemet. Neteller-repræsentanter bad kunden om at tjekke status på hans konto hos Neteller direkte, da dette kunne have været årsagen til afvisning af udbetalinger (vi kan kommunikere med partneren).
Vi ser, at kunden ikke ønskede at vente og brugte alle de tilgængelige midler til sportsvæddemål.
Vi vil gerne anbefale at kontakte supporten med det samme, hvis sådanne situationer opstår, så supportteamet kan eskalere sådanne problemer til det tekniske team for yderligere undersøgelse.
Kære kunde, kontakt venligst vores supportteam, så de kan give dig kompensationsbonussen for problemerne med udbetalinger.
Vi beklager dybt for ulejligheden.
Med venlig hilsen.
Hello,
We have checked the account of the customer in question.
Initially, the customer could not withdraw because he had to undergo KYC procedure for security reasons.
Once the verification was completed, an error occurred and our specialists were investigating the issue with the Neteller payment system. Neteller representatives asked the customer to check the status of his account with Neteller directly, since this could have been the reason for payouts rejection (we can provide communication with the partner).
We see that the customer did not want to wait and spent all the available funds for sports betting.
We would like to recommend reaching out to the Support immediately if such situations occur, so the support team could escalate such issues to the technical team for further investigation.
Dear customer, please contact our support team, so they could issue you the compensation bonus for the troubles with payouts.
We sincerely apologise for the inconvenience caused.
Best regards.
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