Vi beklager oprigtigt for den ulejlighed, som spilleren måtte have været udsat for under denne proces, og vi sætter pris på deres tålmodighed.
Først og fremmest vil vi præcisere, at spillerens kontobekræftelse blev gennemført med succes, og at deres udbetalingsanmodninger faktisk blev godkendt fra vores side. Men efter at have modtaget spillerens besked om, at pengene ikke var nået deres bankkonto, indledte vi en undersøgelse i samarbejde med vores betalingsudbyder.
Grunden til, at vi bad om spillerens fulde kontoudtog, var for at sikre, at vi kunne indsamle alle relevante oplysninger for at identificere eventuelle problemer, der kunne være opstået under transaktionen. Vi ønskede at bekræfte, at de godkendte midler faktisk ikke blev modtaget af deres bankkonto. Efter en dybtgående undersøgelse bekræftede vores betalingsudbyder, at transaktionerne blev godkendt fra deres side, men stødte på vanskeligheder i den modtagende banks ende.
Det ser ud til, at problemet primært ligger hos den begunstigede bank, som desværre er uden for vores kontrol. Vi mener virkelig, at dette problem var på bankens side og ikke skyldtes nogen fejl fra spillerens eller vores side. For at løse denne sag så hurtigt som muligt, har vi foreslået spilleren at bruge en alternativ betalingsmetode eller udbyder til at hæve deres penge til deres bankkonto.
I mellemtiden har vi manuelt krediteret de manglende midler tilbage til spillerens saldo, hvilket sikrer, at de har adgang til deres midler til udbetaling via en alternativ betalingsudbyder.
Vi forstår vigtigheden af en rettidig løsning, og vi vil gerne nævne, at vi arbejder aktivt med både spilleren og vores betalingsudbyder for at finde en løsning så hurtigt som muligt. Deres tilfredshed er vores topprioritet, og vi vil fortsætte med at gøre alt, hvad der står i vores magt for at hjælpe spilleren gennem hele denne proces.
Med venlig hilsen,
Cashwin Casino
We sincerely apologize for any inconvenience the player may have faced during this process and we appreciate their patience.
First and foremost, we want to clarify that the player's account verification was successfully completed, and their withdrawal requests were indeed approved from our end. However, upon receiving the player's notification that the funds had not reached their bank account, we initiated an investigation in collaboration with our payment provider.
The reason we requested the player's full bank statements was to ensure we could gather all relevant information to identify any issues that might have occurred during the transaction. We wanted to verify that the approved funds were indeed not received by their bank account. After an in-depth investigation, our payment provider confirmed that the transactions were approved from their side but encountered difficulties at the beneficiary bank's end.
It appears that the issue primarily lies with the beneficiary bank, which, unfortunately, is beyond our control. We genuinely believe that this issue was on the bank's side and not due to any errors on the player's part or ours. To resolve this matter as quickly as possible, we have suggested the player using an alternative payment method or provider to withdraw their funds to their bank account.
In the meantime, we have manually credited the missing funds back to the player's balance, ensuring they have access to their funds for withdrawal via an alternative payment provider.
We understand the importance of a timely resolution, and we want to mention that we are actively working with both the player and our payment provider to find a solution as swiftly as possible. Their satisfaction is our top priority, and we will continue to do everything in our power to assist the player throughout this process.
Best regards,
Cashwin Casino
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