I apologize, but this is unclear to me. Let me put it this way:
Does the casino insist on the same statement that you have already given them? Or do they "need" an official one right now? Perhaps they require a slightly different, more formal confirmation from your bank this time.
Either way, I'm still convinced they should put more effort into it on their end.
Jeg har fremlagt en almindelig bankudskrift fra 31. juli til 10. august. Jeg har inkluderet et skærmbillede, der viser, at betalingen var synlig i min app, men så pludselig forsvandt. Casinoet spurgte derefter, om jeg havde kontaktet min bank. Jeg kontaktede min bank, og bankens afdeling har behandlet den i fire dage. Jeg forstår ikke, hvorfor det tager så lang tid for banken at finde transaktionen. Jeg antager stærkt, at banken leder efter en transaktion, der aldrig har fundet sted. Den blev frigivet som en betalingsordre, men ikke godkendt, hvilket betyder, at den ikke blev gennemført.
Mine kontoudtog viser, at betalingen ikke er ankommet. Casinoet bebrejder banken og ønsker en officiel forklaring på én sætning for hver transaktion. Det er ikke nok, at casinoet kan se på mine kontoudtog, at pengene ikke er ankommet.
Er det forståeligt nu?
I see now, thank you!
It seems the casino is not pleased with the regular bank statement and would like to mark it as their problem. Very user-friendly indeed!
I have a simple question: could the casino provide you with the transaction number? Since it seems to me that the casino is not inclined to take initiative and instead places the responsibility of proving the issue on you, I believe it should not be too difficult for them to locate the specific transaction number.
I would try to "counterattack" by saying to them:
"Could you please provide me with the exact transaction reference number along with an official payment confirmation from your payment provider or bank (for example, a SWIFT/MT103 confirmation for international transfers)? This would allow my bank to quickly check whether the payment was actually sent and help us determine if the issue occurred on your side or during the transfer process."
Not sure it would help, but this all just feels so odd to me.
I see now, thank you!
It seems the casino is not pleased with the regular bank statement and would like to mark it as their problem. Very user-friendly indeed!
I have a simple question: could the casino provide you with the transaction number? Since it seems to me that the casino is not inclined to take initiative and instead places the responsibility of proving the issue on you, I believe it should not be too difficult for them to locate the specific transaction number.
I would try to "counterattack" by saying to them:
"Could you please provide me with the exact transaction reference number along with an official payment confirmation from your payment provider or bank (for example, a SWIFT/MT103 confirmation for international transfers)? This would allow my bank to quickly check whether the payment was actually sent and help us determine if the issue occurred on your side or during the transfer process."
Not sure it would help, but this all just feels so odd to me.
Mange tak for al jeres indsats. Krediteringen blev foretaget i dag, og jeg modtog mine penge. Det tog dog meget lang tid, og jeg var til tider utålmodig i chatten. Jeg undrede mig egentlig bare over, hvor fejlen lå, enten hos betalingsudbyderen eller hos min bank. Tilsyneladende er transaktionen blevet lokaliseret. Ikke desto mindre forklares det nu, hvor fejlen var. Var det virkelig en forsinket godkendelse af transaktionen, eller havde banken tekniske problemer med fordelingen.
Hello, so it is finally over now?
Oh, I'm so glad for you. I bet I owe an apology to the casino, since it was, if I got it correctly, a bank technical problem in the first place. Still, prompt and more helpful cooperation would be beneficial, I guess. 🙂
In any case, thank you for such good news!
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