Kære Selics,
Jeg forstår fuldt ud din frustration, og jeg er enig med dig i, at denne uheldige situation har stået på i et stykke tid, men desværre er sådanne situationer stadig ikke ualmindelige ud fra vores erfaring. Du skal venligst forstå, at Ice Casino er et populært internationalt casino, og der udføres en masse transaktioner på daglig basis over hele kloden. Derfor skal de bruge forskellige betalingsudbydere. Flere faktorer, såsom licensmyndigheden, geolokalisering, kontrakter med betalingsudbyderne og bankrestriktioner har alle stor indflydelse, så selvom nogle betalingsmetoder normalt er meget hurtige, kan det nogle gange tage meget længere tid for betalingen at blive behandlet, og dette er ikke altid i "kasinoets hænder." Jeg kan være enig med dig i, at i Europa er Sepa-betalinger normalt meget pålidelige, og procentdelen af mislykkede eller manglende betalinger er meget meget lav, men som jeg nævnte ovenfor, er intet system altid 100 % pålideligt. Som casinoteamet nævnte, har de bevis fra deres betalingsudbyder på, at transaktionen blev gennemført fra deres side, og pengene blev trukket fra deres konto. For at undersøge dette nærmere, skal der desværre være et officielt dokument fra banken, der indikerer, at pengene ikke er modtaget på din bankkonto. Dette er standardprocessen, men det kan desværre blive en meget langvarig proces. Jeg forstår, at situationen ikke er forårsaget af dig, og jeg føler med din frustration, men på den anden side er casinoet heller ikke skyld her, da de har behandlet betalingen fra deres side normalt. Jeg krydser fingre for, at når du leverer det officielle dokument fra din bank, vil vi se fremskridt inden for rimelig tid.
Dear Selics,
I fully understand your frustration, and I agree with you that this unfortunate situation has been going on for quite a while, but sadly, such situations are still not uncommon from our experience. You need to please understand that Ice Casino is a popular international casino, and there are a lot of transactions carried out on a daily basis across the globe. That's why they have to use various payment providers. Several factors, such as the licensing authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence, so although some payment methods are usually really quick, sometimes it can take much longer for the payment to be processed, and this is not always in the "casino's hands." I can agree with you that in Europe, Sepa payments are usually very reliable and the percentage of unsuccessful or missing payments is very very low, however, as I mentioned above, no system is always 100% reliable. As the casino team mentioned, they have proof from their payment provider that the transaction was carried out from their side and the money was deducted from their account. Unfortunately, to further investigate this, there has to be an official document from the bank indicating that the money has not been received in your bank account. This is the standard process, but unfortunately, it could be a very lengthy process. I understand the situation was not caused by you, and I empathize with your frustration, but on the other hand, the casino is also not to blame here as they have processed the payment from their side normally. I have my fingers crossed that when you provide the official document from your bank, we will see progress in a reasonable time.
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