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Tak for din tålmodighed!
Vi har foretaget en grundig undersøgelse af sagen, og vil gerne informere dig om, at kundens konto blev lukket, da de ikke bestod verifikationen af deres betalingsmetode, herunder efter en påmindelse fra vores team.
Vi forstod og anerkendte kundens manglende evne til at levere Mifinity wallet-historikken i PDF-formatet, da den blev udtrykt til os den 4. september 2024. I henhold til vores svar fra den 7. september accepterer vi transaktionshistorikken, der består af skærmbillederne (der allerede var i kundens besiddelse), blot samlet i en PDF-fil. En yderligere rykker vedrørende dokumenterne blev sendt til kunden den 24. oktober. Vi har dog ikke modtaget den ønskede dokumentation i det nødvendige format før den 8. november, datoen hvor kontoen blev lukket.
Kundens konto blev lukket i overensstemmelse med vilkårene og betingelserne, nemlig følgende artikel:
9.3 Du skal straks give os alle de dokumenter og oplysninger, vi måtte anmode om, og hjælpe os med at udføre vores kontrol, uden unødig forsinkelse og under alle omstændigheder inden for tredive (30) dage efter vores anmodning. Vi kan lukke eller begrænse din konto, indtil du giver de ønskede dokumenter, oplysninger og assistance. Hvis du undlader at gøre det til vores rimelige tilfredshed inden for den frist, der er angivet ovenfor, kan vi konfiskere dine gevinster, afslutte vores forretningsforbindelse med dig og returnere den resterende saldo på din konto til dig. Vi kan også tilbageholde enhver betaling til/fra din konto, indtil checkene er gennemført til vores tilfredshed.
For at opsummere - vi har givet de præcise instruktioner til kunden for at fuldføre verifikationen, men på trods af instruktionerne og påmindelserne blev dokumenterne i det krævede format ikke leveret. Som et resultat blev verifikationen betragtet som mislykket, kontoen blev lukket, og gevinsterne blev trukket fra i overensstemmelse med vilkårene og betingelserne.
Vi håber, at dette hjælper med at finde en løsning på sagen.
Venlig hilsen,
Cadabrus-holdet
Dear all,
Thank you for your patience!
We have conducted a thorough investigation into the matter, and would like to inform you that the customer's account was closed as they did not pass the verification of their payment method, including after a reminder from our team.
We understood and acknowledged the customer's inability to provide the Mifinity wallet history in the PDF format, when it was expressed to us on 4th of September 2024. As per our reply from the 7th of September, we accept the transaction history that consists of the screenshots (that were already in customer's possession), simply compiled into a PDF file. An additional reminder regarding the documents was sent to the customer on October 24th. However, we have not received the requested documentation in the needed format until the 8th of November, the date when the account was closed.
The customer's account was closed in accordance with the Terms and Conditions, namely the following article:
9.3 You must promptly provide us with all of the documents and information we might request, and assist us in conducting our Checks, without undue delay and in any event within thirty (30) days of our request. We may close or limit your account until you provide the requested documents, information and assistance. If you fail to do so to our reasonable satisfaction within the deadline indicated above, we may confiscate your winnings, terminate our business relationship with you, and return the remaining balance of your account to you. We may also withhold any payment to/from your account until the Checks are completed to our satisfaction.
To summarize - we have provided the precise instructions for the customer to complete verification, however, despite the instructions and reminders, the documents in the required format were not provided. As a result, the verification was considered failed, the account was closed and the winnings were deducted in accordance with the Terms and conditions.
We hope this helps reach the resolution of the case.
Best regards,
Cadabrus team
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