Hej alle,
Tak for din tålmodighed, mens vi forsøgte at løse denne sag.
Først og fremmest vil vi gerne bekræfte, at spillerens udbetalingsanmodning på 1000 ZAR blev udbetalt tidligere i morges, og vi vil gerne lykønske ham med hans gevinster!
For det andet vil vi gerne give nogle yderligere afklaringer om de problemer, der var opstået i forhold til spillerens tilbagetrækning tidligere.
Efter en detaljeret diskussion, vi for nylig havde med vores økonomi- og backoffice-teams vedrørende denne sag, er vi kommet frem til nedenstående resultater:
- I henhold til casinoets anmodning til spilleren om at foretage en minimal indbetaling med InstantEFT for at fortsætte med udbetalingen, foretog spilleren en indbetaling på 150 ZAR den 16/02/2024. I vores optegnelser kan vi se, at midlerne faktisk blev krediteret manuelt til spillerens spillekonto den 18/02/2024 , og at spilleren allerede brugte fundene til spil. Efter anmodning kan vi give den relevante transaktions- og væddemålshistorik, der afspejler dette.
- Det blev bekræftet for os, at indbetalingen på 150 ZAR var vellykket, men satte sig "fast" og skulle opdateres manuelt i systemet, for at pengene kunne komme ind på spillerens saldo. Den manuelle kredit forårsagede dog problemer med registreringen af betalingskontooplysningerne, hvilket i det væsentlige var påkrævet for at vi kunne behandle udbetalingen.
Nu hvor dette er blevet ordnet, var vi i stand til at afslutte tilbagetrækningsprocessen og udføre betalingen.
Med alt ovenstående i tankerne vil vi gerne endnu en gang undskylde for den besværlige tilbagetrækningsproces, som dette viste sig at være, og forsikre spilleren om, at dette ikke er en almindelig hændelse, men det kan nogle gange ske på grund af tekniske problemer.
Vi vil også gerne undskylde for misforståelsen vedrørende spillerens indbetaling, som trods alt lykkedes, og spilleren var i stand til at udnytte den.
Hvis der kræves yderligere detaljer eller oplysninger for at løse denne klage, så tøv ikke med at kontakte os.
Med venlig hilsen,
MrFortune Casino
Hello all,
Thank you for your patience while we were trying to sort out this matter.
First and foremost, we would like to confirm that player's withdrawal request for 1000 ZAR was successfully paid earlier this morning and we would like to congratulate him on his winnings!
Secondly, we would like to provide some further clarifications about the issues that had occurred in relation to player's withdrawal previously.
Following a detailed discussion we recently had with our Finance and back office teams regarding this case , we have come up with the below findings:
- As per the casino's request to the player to make a minimal deposit with InstantEFT in order to proceed with the withdrawal payment, the player made a deposit of 150 ZAR on 16/02/2024. In our records we can see that the funds were actually credited manually to the player's gaming account on 18/02/2024 and the player used the finds for play already. Upon request we can provide the relevant transaction and betting history reflecting this.
- It was confirmed to us that the deposit of 150 ZAR was successful, but got "stuck" and had to be updated manually in the system in order to for the funds to enter player's balance. However, the manual credit caused issues with registering the payment account details which is what was essentially required in order for us to process the withdrawal.
Now that this has been sorted, we were able to finalize the withdrawal process and execute the payment.
With all the above in mind, we would like to apologize once again for the onerous withdrawal process this turned out to be and assure the player that this is not a common occurrence , yet it may sometimes happen due to technical difficulties.
We would also like to apologize for the misunderstanding regarding player's deposit, which was after all successful and player was able to utilize it.
If any further details or information is required for the resolution of this complaint, please do not hesitate to contact us.
Best regards,
MrFortune Casino
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