Kære lopezahumad,
Jeg har modtaget den modsatte information fra casino-teamet. Et medlem af casinoteamet ventede på dig på det planlagte tidspunkt og endda 30 minutter efter det, men du deltog slet ikke i videomødet. Det er ret mistænkeligt, at du havde en "akutsag" næsten nøjagtigt samtidig med, at mødet var planlagt.
Selvom jeg forstår, at det ikke er så nemt at planlægge et videobekræftelsesopkald på grund af dine arbejds- og personlige forpligtelser samt casinoteamets tilgængelighed, er det derfor meget vigtigt at gøre en indsats for at deltage i det planlagte videoopkald.
Du skal forstå, at det burde være i din egen interesse at foretage videoopkaldet så hurtigt som muligt, da det er dit ansvar at samarbejde med KYC for at modtage dine gevinster. Denne sag har været i gang i et stykke tid nu og er begyndt at vise tegn på bevidst at forsinke processen fra din side. Arranger venligst et videoopkald med casinoteamet så hurtigt som muligt. Jeg anbefaler kraftigt at tage en dag fri fra arbejdet på det tidspunkt, da du også skal være fleksibel for casino-teamet. Forstå venligst, at casinoet har tusindvis af kunder, så selvom casinoets supportteam gør deres bedste for at hjælpe hver af deres kunder, er deres ressourcer begrænsede.
Jeg giver dig yderligere tre dage til at planlægge videoopkaldet med kasinoet. Skulle du ikke opnå dette inden for den angivne tidsramme, bliver jeg desværre nødt til at afvise denne klage. Når du har gennemført KYC-processen, kan klagen blive genåbnet, hvis det er nødvendigt; indtil da vil vi dog ikke investere yderligere i at løse denne sag. Vi har forsøgt at hjælpe dig, men du har forsinket dette i over en måned, og vi mener, at vores ressourcer kunne udnyttes bedre andre steder. Tak for din forståelse.
Dear lopezahumad,
I have received the opposite information from the casino team. A member of the casino team was waiting for you at the scheduled time and even 30 minutes after that, but you did not attend the video meeting at all. It is quite suspicious that you had an "emergency case" almost exactly at the same time as the meeting was scheduled.
While I understand that it is not so easy to schedule a video verification call due to your work and personal life commitments as well as the casino team's availability, that's why it is very important to make any effort to attend the scheduled video call.
You need to please understand it should be in your own interest to do the video call as soon as possible as it is your responsibility to cooperate with the KYC to receive your winnings. This case has been ongoing for quite a while now and has started to show signs of intentionally delaying the process on your side. Please arrange a video call with the casino team as soon as possible. I strongly suggest taking a day off from work at that time, as you need to be flexible for the casino team as well. Please understand the casino has thousands of customers, so although the casino support team is doing their best to assist each of their customers, their resources are limited.
I am granting you an additional three days to schedule the video call with the casino. Should you not accomplish this within the specified timeframe, I will regrettably have to reject this complaint. Once you complete the KYC process, the complaint may be reopened if necessary; however, until that time, we will not invest further effort into resolving this matter. We have tried to help you, but you have delayed this for over a month, and we believe our resources could be better utilized elsewhere. Thank you for your understanding.
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