Kære Domineli888,
Jeg har modtaget et svar fra kasinoets repræsentant; her er hvad de har sagt:
Hej,
Tak for muligheden for at give et ordentligt svar på denne sag.
Vi anerkender, at rettidig adgang til dine gevinster og respekten for dine anmodninger er grundlæggende aspekter af din oplevelse, og vi er dedikerede til at håndtere sådanne sager med det højeste niveau af omhu og professionalisme.
Vi vil gerne komprimere alle handlingerne i en tidsramme for at gøre det nemmere at følge alle de oplysninger, der blev givet.
For det første sikrer KYC-processen dine gevinsters sikkerhed og glatte udbetalinger ved at verificere din identitet og kontooplysninger. Dette sikrer dine midler, opfylder lovmæssige krav og opretholder en sikker platform. I dette tilfælde startede verifikationsprocessen den 4. december, hvor kunden blev informeret om, at der kun var behov for et par flere dokumenter for også at bekræfte betalingsmetoden. Det er vigtigt at præcisere, at verificering af denne betalingsmetode kræver to specifikke dokumenter, hvoraf det ene kan leveres på to forskellige måder.
Senere samme dag blev kundens konto fuldt verificeret, hvilket gjorde det muligt for dem at indsende udbetalingsanmodninger inden for den fastsatte daglige grænse på €700.
For det andet, efter at kontoen var fuldt verificeret, engagerede kunden sig med vores team via chat på en måde, der var aggressiv og udtrykte utilfredshed med processen. Under denne interaktion erklærede de, at de ikke længere ønskede at modtage deres gevinster, og alle udbetalingsanmodninger blev angivet som annulleret af kunden på vores side. I samme chat rejste de en anmodning om at lukke kontoen. Kunden tilkendegav også, at de havde til hensigt at dele deres oplevelse offentligt på fora, en ret vi respekterer som en del af åben feedback.
Efterfølgende blev anmodningen om lukning gennemgået af vores team, og kundens anmodning blev opfyldt, efter at vi bad om feedback og forsøgte at forstå de underliggende bekymringer bedre.
På nuværende tidspunkt er der ingen anden afventende hævningsanmodning, og kontoen er permanent lukket i henhold til kundens ønsker.
Vi anerkender, at denne beslutning muligvis ikke stemmer overens med kundens forventninger. Vi ønsker dog at understrege vores forpligtelse til at yde bistand og opretholde gennemsigtighed gennem hele processen. Samarbejde og respektfuld kommunikation er afgørende for at løse eventuelle problemer effektivt, og vi er fortsat forpligtet til at støtte vores kunder på en konstruktiv måde.
Tak for din forståelse og samarbejde. Vi håber, at denne meddelelse afklarer situationen, og vi er her for eventuelle spørgsmål.
Venlig hilsen,
GoldSpin Team
Dear Domineli888,
I have received a response from the casino representative; here is what they have stated:
Hello,
Thank you for the opportunity to provide a proper response to this matter.
We recognize that timely access to your winnings & the respect of your requests are fundamental aspects of your experience, and we are dedicated to managing such matters with the highest level of care and professionalism.
We would like to compress all the actions into a timeframe, in order to make it more easier to follow all the details that were provided.
Firstly, the KYC process ensures your winnings' security and smooth withdrawals by verifying your identity and account details. This safeguards your funds, meets regulatory requirements, and maintains a safe platform. In this instance, the verification process commenced on December 4th, when the customer was informed that only a few more documents were required in order to verify the payment method, as well. It is important to clarify that verifying this payment method requires two specific documents, one of which can be provided in two different ways.
Later that same day, the customer’s account was fully verified, enabling them to submit withdrawal requests within the established daily limit of €700.
Secondly, after the account was fully verified, the customer engaged with our team via chat in a manner that was aggressive and expressed dissatisfaction with the process. During this interaction, they stated that they no longer wished to receive their winnings, and all of the withdrawal requests were stated as canceled by the customer on our end. In the same chat, they raised a request to close the account. The customer also indicated their intention to share their experience publicly on forums, a right we respect as part of open feedback.
Subsequently, the closure request was reviewed by our team and the customer’s request was fulfilled after we asked for feedback and tried to understand better the underlying concerns.
At the time being, there is no other pending withdrawal request and the account is permanently closed in accordance with the customer's wishes.
We acknowledge that this resolution may not align with the customer’s expectations. However, we wish to emphasize our commitment to providing assistance and maintaining transparency throughout the process. Cooperation and respectful communication are pivotal in resolving any concerns effectively, and we remain committed to supporting our customers in a constructive manner.
Thank you for your understanding and cooperation. We hope this message clarifies the situation and we are here for any questions.
Best regards,
GoldSpin Team
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