Kære alle,
Tak for din tålmodighed, mens vi undersøgte spillerens klage.
Vi har tjekket vores optegnelser samt spillerens relevante væddemål og transaktionshistorik i forhold til hendes udbetaling på 430 NZD, og vi fandt ud af, at hendes anmodning desværre ikke blev behandlet korrekt.
Vi kan bekræfte, at spilleren gjorde krav på følgende indbetalingsbonuskampagne, og det samme er kilden til hendes genererede gevinster: https://www.mrfortune.com/da/promotions/wealthy-wednesdays#tnc
Da vi allerede har behandlet en betaling på 100 NZD, genindsætter vi de resterende 330 NZD og betaler dem til spilleren så hurtigt som muligt.
Vi vil gerne udtrykke vores oprigtige undskyldning for den opståede misforståelse og enhver ulejlighed forårsaget af dette.
Til sidst, da spilleren har bekræftet i denne tråd, at hun har lukket (selvudelukket) sin konto på grund af sin frustration over denne sag, i tilfælde af at hun gerne vil have kontoen aktiv igen, kan vi hjælpe hende yderligere efter anmodning.
Vi sætter pris på din forståelse og tak for at gøre os opmærksom på dette.
Skulle der kræves noget yderligere for at løse denne klage, er du velkommen til at give os besked.
Med venlig hilsen,
MrFortune
Dear all,
Thank you for your patience while we were looking into the player's complaint.
We have checked our records as well as the player's relevant betting and transaction history in relation to her withdrawal of 430 NZD, and we found that, unfortunately, her request was not processed correctly.
We can confirm that the player claimed the following deposit bonus promotion, and the same is the source of her generated winnings: https://www.mrfortune.com/en/promotions/wealthy-wednesdays#tnc
As we have already processed a payment for 100 NZD, we will be reinstating the remaining 330 NZD and pay them to the player as soon as possible.
We would like to extend our sincere apologies for the occurred misunderstanding and any inconvenience caused by this.
Lastly, as the player has confirmed in this thread that she has closed (self-excluded) her account due to her frustration with this matter, in case she would like the account active again, we can assist her further upon request.
We appreciate your understanding and thank you for bringing this to our attention.
Should anything further be required for the resolution of this complaint, please feel free to let us know.
Best regards,
MrFortune
Automatisk oversættelse: