Jeg vandt 230.000 NOK på Coolbet og indsendte alle nødvendige dokumenter til verifikation. Min profil var som udgangspunkt verificeret fra starten, men nu krævede de bevis for indbetaling (beløbet på 800kr) - hvilket jeg gav dem. Dette endelige dokument blev uploadet for tre uger siden, og jeg modtog bekræftelse fra kundesupport via e-mail, at dokumentet opfyldte deres krav, og at det var godt nok, men at det skal kontrolleres af den relevante afdeling. På trods af dette forbliver min kontobekræftelse "under gennemgang", og min anmodning om udbetaling er ikke blevet behandlet. Jeg har fulgt op på mail 1-2 gange om ugen, men jeg får stadig det samme svar.
Coolbets svar har været generiske og angiver, at verifikationsprocessen er i gang uden at give en klar tidsramme for færdiggørelsen. Derudover lukkede de midlertidigt min konto for et "rutinemæssigt sikkerhedstjek", hvilket yderligere forsinkede processen. Jeg bad for nylig om en opdatering og foreslog, at de skulle give en klarere tidslinje eller hyppigere kommunikation, men jeg modtog endnu et vagt svar, der undskyldte for forsinkelsen uden at tage fat på mine bekymringer.
Denne langvarige forsinkelse, mangel på opdateringer og uklare kommunikation er frustrerende og urimelige for en så stor tilbagetrækning. Jeg anmoder Casino Guru om hjælp til at formidle dette problem for at fremskynde bekræftelsesprocessen og frigive mine penge.
I won 230,000 NOK on Coolbet and submitted all required documents for verification. My profile was basically verified from the start, but now they required proof of deposit (the amount of 800kr) - which I provided them with. This final document was uploaded three weeks ago, and I received confirmation from customer support via email that the document met their requirements and that it was good enough, but that it has to be checked by the relevant department. Despite this, my account verification remains "under review," and my withdrawal request has not been processed. I have followed up on mail 1-2 times a week, but I still keep getting the same response.
Coolbet's responses have been generic, stating that the verification process is ongoing without providing a clear timeframe for completion. Additionally, they temporarily closed my account for a "routine security check," further delaying the process. I recently asked for an update and suggested they provide a clearer timeline or more frequent communication, but I received another vague response apologizing for the delay without addressing my concerns.
This prolonged delay, lack of updates, and unclear communication are frustrating and unreasonable for such a large withdrawal. I request Casino Guru’s assistance in mediating this issue to expedite the verification process and release my funds.
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