Hej
Jeg mener, at denne klage ikke burde have været udstedt, især da den vedrører et problem, der blev løst hurtigt – selv før vi fik kendskab til klagen. For at afklare situationen har jeg givet en detaljeret tidslinje over begivenhederne i forbindelse med denne klage nedenfor:
Indbetaling 2024-11-07 01:23:28
Udbetaling 2024-11-07 03:38:19
Afvist 2024-11-07 03:50:27 Spilleren kunne ikke følge KYC-protokollen sendt via e-mail
Udbetaling 2024-11-07 03:58:46
Afvist 2024-11-07 05:24:13 Spilleren kunne ikke følge KYC-protokollen sendt via e-mail
Udbetaling 2024-11-07 05:32:33
Afvist 2024-11-07 06:01:13 Spilleren kunne ikke følge KYC-protokollen sendt via e-mail
Udbetaling 2024-11-07 06:16:08
Godkendt 2024-11-07 06:24:31 Spiller gennemførte KYC. Betaling behandlet.
*Bevis for ovenstående tidslinje er tilgængelig i skærmbilleder og systemlogfiler efter anmodning.*
Spilleren fulgte ikke vores KYC-procedure i starten, hvilket krævede yderligere to forsøg, før han fuldførte den. Hele processen tog mindre end tre timer, fra det første forsøg på udbetaling til den endelige godkendelse og betaling. Det er værd at bemærke, at meget få casinoer, selv de største og højest vurderede, kan behandle både KYC og betaling så hurtigt, som vi har, især efter flere forsøg på at indsende de nødvendige dokumenter.
I betragtning af vores effektivitet i behandlingen af denne sag er jeg overrasket over, at denne klage blev indgivet.
I henhold til dit bedømmelsessystem:
Spillerklager betyder, at kasinoet ikke behandler spillere rigtigt eller håndterer visse situationer korrekt. Vi vurderer antallet og alvoren af klager i forhold til casinoets størrelse, da det kan forventes, at sider med flere spillere også vil have flere klager. Klager over relaterede kasinoer tages også i betragtning.
Hvad kan der gøres for at forhindre, at uberettigede klager som denne registreres? Det virker uretfærdigt at blive straffet med denne klage, især da vi gennemførte både KYC og betalingsgodkendelse inden for tre timer. Jeg beder dig om at undersøge denne sag og overveje at fjerne klagen, hvis det er muligt. Hvis ikke, så lad venligst dette svar forblive vores side af historien.
Tak for din opmærksomhed på denne sag.
Tai
Yakuza.bet
Hi,
I believe this complaint should not have been issued, particularly since it pertains to an issue that was resolved promptly—even before we were aware of the complaint. To clarify the situation, I have provided a detailed timeline of the events related to this complaint below:
Deposit 2024-11-07 01:23:28
Cashout 2024-11-07 03:38:19
Rejected 2024-11-07 03:50:27 Player failed to follow KYC protocol sent by email
Cashout 2024-11-07 03:58:46
Rejected 2024-11-07 05:24:13 Player failed to follow KYC protocol sent by email
Cashout 2024-11-07 05:32:33
Rejected 2024-11-07 06:01:13 Player failed to follow KYC protocol sent by email
Cashout 2024-11-07 06:16:08
Approved 2024-11-07 06:24:31 Player completed KYC. Payment processed.
*Evidence of the above timeline is available in screenshots and system logs upon request.*
The player did not follow our KYC procedure initially, necessitating two additional attempts before completing it. The entire process took less than three hours, from the first attempted cashout to the final approval and payment. It is worth noting that very few casinos, even the largest and highest-rated ones, can process both KYC and payment as quickly as we have, especially after multiple attempts to submit the required documents.
Given our efficiency in handling this matter, I am surprised that this complaint was filed.
According to your rating system:
Player complaints signify that the casino does not treat players right or deal with certain situations correctly. We consider the number and seriousness of complaints in relation to the casino’s size, as it can be expected that sites with more players will also have more complaints. Complaints about related casinos are also taken into account.
What can be done to prevent unwarranted complaints like this from being recorded? It seems unfair to be penalized with this complaint, especially since we completed both KYC and payment approval within three hours. I kindly ask you to investigate this matter and consider removing the complaint if possible. If not, please let this response remain our side of the story.
Thank you for your attention to this matter.
Tai
Yakuza.bet
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