Kære iksonilambio,
Jeg er glad for at høre, at du har modtaget din gevinst. Jeg anerkender, at omstændighederne omkring denne sag var mindre end ideelle, og det er rimeligt at forvente, at tilbagekaldelser skal behandles omgående, ideelt set samme dag. Imidlertid kan forskellige faktorer hæmme denne proces. Som Rooli-teamet har indikeret, var forsinkelsen forårsaget af, at betalingen blev holdt op hos udbyderen, hvilket nødvendiggjorde en tilbagerulning. Selv om kasinoet påbegyndte betalingen, måtte den derfor genbehandles på grund af omstændigheder uden for kasinoets direkte kontrol. Selvom det måske ikke ser sådan ud, blev din betaling genbehandlet relativt rettidigt, da vi har observeret, at lignende situationer nogle gange kan tage endda flere måneder at løse.
Endnu en gang erkender jeg, at din oplevelse ikke var optimal, men vi mener, det er uretfærdigt at holde casinoet ansvarligt for problemer, som ikke er direkte inden for deres kontrol. Jeg håber, at du, når du overvejer hele situationen, kan sætte pris på vores perspektiv. Det er selvfølgelig op til dig, om du fortsætter med at være kunde hos Rooli Casino, eller om du prøver lykken et andet sted, men da dine gevinster er blevet udbetalt til dig, stoler jeg på, at du er enig med mig i, at din klage er blevet løst. Kan jeg fortsætte med at lukke din klage som løst?
Dear iksonilambio,
I am pleased to hear that you have received your winnings. I acknowledge that the circumstances surrounding this matter were less than ideal, and it is reasonable to expect that withdrawals should be processed promptly, ideally on the same day. However, various factors can impede this process. As the Rooli team has indicated, the delay was caused by the payment being held up with the provider, necessitating a rollback. Consequently, although the casino initiated the payment, it had to be reprocessed due to circumstances beyond the casino's direct control. While it may not appear so, your payment was reprocessed in a relatively timely manner, as we have observed that similar situations can sometimes take even several months to resolve.
Once again, I recognize that your experience was not optimal, but we believe it is unjust to hold the casino accountable for issues that are not directly within their control. I hope that, upon considering the entire situation, you can appreciate our perspective. It is of course up to you if you continue to be a customer of Rooli Casino or if you try your luck elsewhere, but as your winnings have been successfully paid to you, I trust you agree with me that your complaint was resolved. Can I proceed to close your complaint as resolved?
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