Kære CasinoGuru Team ,
Vi er glade for at hjælpe dig med at rydde nogle øjeblikke angående denne situation.
Vi vil gerne informere dig om, at spilleren har fremsat en anmodning om at hæve penge på et beløb på 200 EUR den 26. januar 2022 kl. 05:44 UTC . Desværre lykkedes det ikke på den side af udbyderen, der behandler betalingen gennem en specifik Geo af spilleren.
Igennem e-mails og chats blev Johana gentagne gange rådet til at bruge alternative metoder til den vellykkede tilbagetrækningsanmodning. Nemlig at aktivere den alternative betalingsmetode EcoPayZ. Desværre nægtede spilleren at bruge den. Som følge heraf indvilligede hun i at foretage en hævning via bankoverførsel , hvor minimumsbeløbet er 500 EUR. For at nå det minimale udbetalingsbeløb, skulle hun foretage et indskud på 300 EUR, da der var 200 EUR på en saldo på det tidspunkt. På grund af spillerens specifikke placering kan en sådan betaling dog også blive afvist på betalingsudbyderens side.
Herefter har spilleren fortsat sin spilleaktivitet, og saldoen steg til 300,15 EUR.
Da vi altid værdsætter vores kundetilfredshed i første omgang, har vi behandlet en manuel returnering af saldo på vores side - 300,15 EUR. Gebyret for den manuelle tilbagebetaling blev betalt fra vores side, der var ingen gebyr på spillerens midler, og beløbet på 300,15 EUR blev overført til spillerens bank, som vises på skærmbilledet. Ikke desto mindre kunne den modtagende bank tage et gebyr for en sådan transaktion og for valutavekslingen (fra EUR til GYD).
Ydermere hævder Johana, at vores transaktion kunne være blevet fusioneret med en anden transaktion fra et andet casino. Vi beder dig venligst specificere, om et andet casino har fremlagt bevis for tilbagebetalingstransaktionen, og hvad var det nøjagtige beløb for denne transaktion? Uden dokumentation for det nøjagtige refusionsbeløb fra et andet casino, kan vi ikke være sikre på, at transaktionsbeløbet fra den 2. februar, der vises på det angivne kontoudtog, svarer til det kombinerede beløb for begge refusioner.
Vi vil gerne endnu en gang understrege, at alt er udført korrekt fra vores side. Midler til returneringen blev sendt til spillerens bank!
Dit samarbejde og forståelse ville blive meget værdsat!
Med venlig hilsen,
Gslot Casino team
Dear CasinoGuru Team,
We are glad to assist you in clearing some moments regarding this situation.
We would like to inform you that the player has made a request to withdraw funds in the amount of 200 EUR on January 26, 2022 05:44 UTC. Unfortunately, it was not successful on the side of the provider that processes the payment through a specific Geo of the player.
Throughout emails and chats, Johana was repeatedly advised to use alternative methods for the successful withdrawal request. Namely, to activate the alternative payment method EcoPayZ. Unfortunately, the player refused to use it. As a result, she agreed to make a withdrawal through Bank Transfer, where the minimum amount is 500 EUR. In order to reach the minimal withdrawal amount, she would need to make a deposit of 300 EUR, as there was 200 EUR on a balance at that moment. However, due to the specific location of the player, such payment could also be declined on the side of the payment provider.
After that, the player has continued his gaming activity and the balance increased to 300.15 EUR.
As we always value our customer satisfaction in the first place, we have processed a manual return of balance on our side - 300.15 EUR. The fee for the manual refund was paid from our side, there was no fee on the player's funds, and the amount of 300.15 EUR was successfully transferred to the player's bank, which is displayed in the screenshot. Nonetheless, the recipient bank could take a fee for such transaction and for the currency exchange (from EUR to GYD).
Furthermore, Johana claims that our transaction could have been merged with another transaction from a different casino. We kindly ask you to specify, whether another casino provided proof of the refund transaction, and what was the exact amount of this transaction? Without documentary evidence of the exact refund amount from another casino, we cannot be sure that the amount of the transaction from 02 February, that is displayed in the provided bank statement, matches the combined amount of both refunds.
We would like to emphasize once more that everything was done correctly on our part. Funds for the return were successfully sent to the player's bank!
Your cooperation and understanding would be greatly appreciated!
Kind regards,
Gslot Casino team
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