Kære burger888,
Jeg har diskuteret din sag med casino-teamet, men på grund af den forløbne tid er transaktionen desværre umulig at spore.
Som casinoteamet nævnte for mig:
Da brugeren kontaktede os, kontaktede vi straks vores betalingssystem med dette spørgsmål og fik naturligvis svaret, at der ikke var nogen betaling. Brugeren gav os ikke straks RNN-nummeret for betalingen. I øjeblikket er det umuligt at kontrollere det, denne konto er for længst væk.
Jeg forstår din frustration over situationen ud fra et brugeroplevelsesperspektiv. Men det faktum, at du ikke kontaktede casinoteamet samme dag, som dette problem opstod, har gjort det umuligt at spore transaktionen, hvilket forhindrer casinoet i at refundere penge, som de ikke kan bekræfte som modtaget.
Det er afgørende, at du kontakter casino-teamet samme dag, ethvert problem med betalinger opstår og ikke lader det "sidde" i 2 eller flere dage.
Efter at have indsamlet alle de nødvendige oplysninger er vi desværre tvunget til at afvise denne klage. Beklager, at vi ikke kunne hjælpe dig med denne, men tøv ikke med at kontakte os i fremtiden, hvis du støder på andre problemer med dette eller et andet casino, og vi vil gøre vores bedste for at hjælpe.
Med venlig hilsen,
Michal
Casino Guru
Dear burger888,
I have discussed your case with the casino team, but unfortunately, because of the elapsed time, the transaction is impossible to trace.
As the casino team mentioned to me:
When the user contacted us, we immediately contacted our payment system with this question and of course received the answer that there was no payment. The user did not immediately provide us with the RNN number of the payment. At the moment it is impossible to check it, this account is long gone.
I understand your frustration regarding the situation from a user experience perspective. However, the fact that you didn't reach out to the casino team on the same day this issue occurred has made it impossible to trace the transaction, thereby preventing the casino from refunding any funds that they cannot confirm as received.
It is crucial that you contact the casino team on the same day any issue with payments occurs and not let it "sit" for 2 or more days.
Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any other issues with this or any other casino and we will try our best to help.
Best Regards,
Michal
Casino Guru
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