Hilsen alle sammen,
Detaljerne i klagen er som følger:
Den 03.01.2024 (15 dage siden) gjorde kunden os opmærksom på, at to indbetalinger i øjeblikket er fraværende fra deres bankkonto, og at disse midler endnu ikke er krediteret deres RoySpins-saldo.
Straks indledte vi en undersøgelse fra vores side og anmodede om en check fra vores betalingssystemudbyder, en outsourcet tredjepartstjeneste, for at vurdere status for kundens betalinger.
De meddelte os, at transaktionerne blev afvist, midlerne ikke nåede dem, og for at foretage en mere grundig undersøgelse var der behov for yderligere dokumentation.
Dagen efter sendte vi følgende e-mail til kunden:
"Vi har iværksat en dybdegående undersøgelse af dit problem. Vi kontakter dig, så snart vi har noget nyt.
Hvis du gerne vil fremskynde processen, bedes du angive følgende data:
- kontoudtog for alle dine transaktioner fra 22/12/2023 til dato.
- Dit kontonummer (IBAN)
- Dit for- og efternavn.
- Navnet på den modtager, som midlerne blev sendt til.
Tak for din tålmodighed."
Netop den dag sendte kunden ikke de ønskede dokumenter, men sendte os skærmbilleder af betalingsbekræftelser, der har gennemgået tydelig grafisk manipulation. Hvis det er nødvendigt, kan vi videresende disse skærmbilleder til CasinoGuru-teamet til deres egen vurdering, selvom vi er meget sikre på, at dette faktisk er tilfældet.
Efter dokumentanalyse blev følgende e-mail sendt til kunden:
"Efter at have udført en detaljeret analyse har vi identificeret mærkbare beviser for manipulation i det dokument, du har indsendt.
Som et resultat af disse resultater mener vi, at det er vigtigt at træffe yderligere foranstaltninger for at løse dette problem grundigt, og for at hjælpe dig med at finde dine midler beder vi dig derfor give os gyldige dokumenter, der indeholder følgende oplysninger:
- kontoudtog for alle dine transaktioner fra 22/12/2023 til dato.
- Dit kontonummer (IBAN)
- Dit for- og efternavn.
- Navnet på den modtager, som pengene blev sendt til."
Herefter ophørte normaliteten af kommunikationen. Kunden anklagede os for at være svindlere, påståede tyveri af midler, trusler om retsforfølgning og stejlt at nægte at levere de ønskede dokumenter uden grafiske ændringer.
Bruno, videresend venligst de ønskede dokumenter til os uden ændringer. Dette vil sætte os i stand til straks at sende dem igen til vores betalingsudbyder, så de kan fortsætte med den igangværende undersøgelse.
Håber denne afklaring hjælper!
Med venlig hilsen,
RoySpins Team
Greetings everyone,
The details of the complaint are as follows:
On 03.01.2024 (15 days ago), the customer brought to our attention that two deposits are currently absent from their bank account, and these funds have yet to be credited to their RoySpins balance.
Immediately we initiated an investigation from our end and requested a check from our payment system provider, an outsourced third-party service, to assess the status of the customer's payments.
They notified us that the transactions were declined, the funds did not reach them, and to conduct a more thorough investigation, additional documentation was required.
On the next day, we sent the customer the following email:
"We have launched an in-depth investigation of your issue. We will contact you as soon as we have any news.
If you would like to speed up the process, please provide the following data:
- bank statement for all your transactions from 12/22/2023 to date.
- Your account number (IBAN)
- Your first and last name.
- The name of the recipient to whom the funds were sent.
Thank you for your patience."
On that very day, the customer didn't send the requested documents but sent us screenshots of payment confirmations that have undergone evident graphic manipulation. If necessary, we can forward these screenshots to the CasinoGuru team for their own assessment, although we are highly confident that this is indeed the case.
After document analysis, the following email was sent to the customer:
"After conducting a detailed analysis, we have identified noticeable evidence of manipulation in the document that you have submitted.
As a result of these findings, we believe it is essential to take additional measures to address this issue thoroughly, therefore to assist you in locating your funds, we kindly request that you provide us with valid documents containing the following information:
- bank statement for all your transactions from 12/22/2023 to date.
- Your account number (IBAN)
- Your first and last name.
- The name of the recipient to whom the funds were sent."
After this, the normality of communication ended. The customer accused us of being scammers, alleging theft of funds, issuing threats of legal action, and adamantly refusing to provide the requested documents without graphic alterations.
Bruno, please forward the requested documents to us without any edits. This will enable us to promptly resend them to our payment provider, allowing them to proceed with the ongoing investigation.
Hope this clarification helps!
Best regards,
RoySpins Team
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