Jeg håber, at denne besked finder dig godt. Jeg skriver for at imødekomme denne klage, som en af vores spillere har lagt på din platform vedrørende tilbagetrækningsproblemer. Vi vil gerne informere dig om, at sagen er blevet løst, og vi vil gerne give dig detaljerne i beslutningen.
For det første vil jeg præcisere, at spillerens konto aldrig blev blokeret eller lukket. I stedet var der en midlertidig begrænsning for udbetalinger på grund af manglende dokumenter, der kræves til verifikationsformål, som beskrevet i vores casinos politikker.
I henhold til vores standardprocedurer skal spillere fremvise identitetsbevis og adressebevis for at sikre et sikkert og kompatibelt spilmiljø. Desværre havde den pågældende spiller ikke leveret alle de nødvendige dokumenter, hvilket gjorde dem ude af stand til at modtage anmodninger om udbetaling, indtil verifikationsprocessen var afsluttet.
Når alle dokumenter var leveret af spilleren og med succes verificeret af vores hold, blev spillerens konto genindsat til fuld berettigelsesstatus for udbetalinger.
Jeg er glad for at kunne rapportere, at spilleren siden med succes har trukket alle gevinster fra deres konto.
Hvis du har brug for yderligere information eller afklaring vedrørende denne sag, så tøv ikke med at give os besked.
Tak for din opmærksomhed på denne sag.
Varme hilsner,
Zip Casino Support Team
I hope this message finds you well. I am writing to address this complaint posted on your platform by one of our players regarding withdrawal issues. We would like to inform you that the matter has been successfully resolved, and we would like to provide you with the details of the resolution.
Firstly, I want to clarify that the player's account was never blocked or closed. Instead, there was a temporary restriction on withdrawals due to missing documents required for verification purposes, as outlined in our casino's policies.
As per our standard procedures, players are required to provide Proof of Identity and Proof of Address to ensure a secure and compliant gaming environment. Unfortunately, the player in question had not provided all the necessary documents, rendering them ineligible for withdrawal requests until the verification process was completed.
Once all documents were provided by the player and successfully verified by our team, the player's account was reinstated to full eligibility status for withdrawals.
I am pleased to report that the player has since successfully withdrawn all winnings from their account.
Should you require any further information or clarification regarding this matter, please do not hesitate to let us know.
Thank you for your attention to this matter.
Warm regards,
Zip Casino Support Team
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