Kære elmat1,
Mange tak for din klage. Jeg er ked af at høre om dit problem. Tillad mig at stille dig et par spørgsmål, så jeg kan forstå hele situationen.
Er der nogen chance for, at nogen fra din husstand eller bruger den samme IP-adresse også har oprettet en konto på dette casino?
Kan du oplyse, om alle dine identitetsdokumenter blev accepteret under KYC-verifikationen, bortset fra dit betalingsbevis?
Har du akkumuleret dine gevinster med eller uden bonus?
Jeg håber, vi vil være i stand til at hjælpe dig med at løse dette problem så hurtigt som muligt. På forhånd mange tak for dit svar.
Venlig hilsen,
Veronika
Dear elmat1,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
Could you please advise if all your identity documents were accepted during the KYC verification, apart from your proof of payment?
Did you accumulate your winnings with or without a bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Veronika
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