Draga Shera_90 ,
Ovo je mejl koji sam dobio od kazina:
„ Zdravo
Infrastruktura za onlajn plaćanja koja podržava čitavu industriju onlajn igara u Indiji doživela je ozbiljne poremećaje i produženo vreme zastoja u poslednjih nekoliko dana.
Svaki operater je pogođen.
Ovo možete unakrsno proveriti sa bilo kojim drugim indijskim onlajn operaterom sa kojim možda imate kontakt.
Tim klijentima koji su pogođeni će na kraju biti automatski refundiran preko gejtveja za plaćanje koji su koristili, ili će stanje na njihovim računima na našem sajtu biti ažurirano kada se transakcija završi i mi primimo sredstva.
Stanje igrača možemo ažurirati samo ako su sredstva primljena na našu stranu (bez obzira da li su sredstva skinuta sa bankovnog računa igrača). Ovo je priroda onlajn plaćanja.
Ne možemo da stavimo tačan datum za ovo, jer ne znamo kada će se tačno situacija stabilizovati.
Odgovorili smo na svaki pojedinačni upit i žalbu koje smo primili. Imamo 24/7 korisničku podršku i tim za rešavanje žalbi.
Ne komentarišemo pojedinačne slučajeve na vašem sajtu.
Možete slobodno da kopirate i nalepite ovu poruku na svoj sajt, kako vam odgovara.
Pozdrav. "
Ovo je moj predlog kako dalje...
Pošto nismo upoznati sa problemima sa infrastrukturom za plaćanje na mreži u celoj industriji igara u Indiji, ali postoji opcija da bi vaša sredstva u nekom trenutku mogla da budu „automatski refundirana" (što je obično otprilike 30 radnih dana kao standard u takvim situacije) – Sada ću ponovo kontaktirati kazino sa informacijama i detaljima koje ste dali u vezi sa vašim depozitom, podržanim izjavom vašeg dobavljača načina plaćanja, zamoliću ih da istraže problem koristeći sve te detalje jer izgleda da to nisu uradili ipak, i podesiće tajmer za kazino do kraja perioda od 30 dana od dana kada je uplaćen depozit (+ nekoliko dana) - do kraja sledeće nedelje u petak.
Zatim, postoji nekoliko opcija:
- Vaša sredstva će u međuvremenu biti vraćena na vaš način plaćanja - „automatski refundiranje", i možemo smatrati da je problem uspešno zatvoren
- Kazino će nam dostaviti ažuriranje nakon njihove istrage, eventualno kreditirati sporna sredstva na stanje vašeg kazino računa - takođe uspešno rešenje
- Kazino uopšte neće odgovoriti ili neće dati nikakve nove informacije ili ažuriranja u vezi sa ovim pitanjem, dok će situacija ostati nepromenjena - bićemo primorani da zatvorimo žalbu kao nerešenu dok se situacija u potpunosti ne reši
Dakle, sada postavljam tajmer za kazino u skladu sa gore navedenim informacijama i sačekaću rezultate njihove istrage. Ako imam bilo kakve vesti ili ažuriranja, obavestiću vas. U međuvremenu, obavestite nas o uspešnom povraćaju ili kreditiranju vaših spornih sredstava na stanje vašeg kazino naloga što je pre moguće.
Hvala vam na strpljenju i razumevanju.
Dear Shera_90,
This is the email I received from the casino:
"Hello
The online payments infrastructure that supports the entire online gaming industry in India has experienced sever disruption and extended downtime over the last few days.
Every single operator has been affected.
You can cross-check this with any other Indian facing online operator that you may have contact with.
Those customers that have been affected will either be auto-refunded eventually via the payment gateway they have used, or their account balances on our site will be updated once the transaction is completed and we have received the funds.
We can only update players balances if the funds have been received on our side (regardless of whether the funds have been deducted from the players bank account). This is the nature of online payments.
We can not put an exact date on this, because we don’t know when exactly the situation will stabilise.
We have responded to every single customer query and complaint that we have received. We operate a 24/7 customer service and complaints handling team.
We are not commenting on individual cases on your site.
You are free to copy and paste this message on your site, as you see fit.
Regards."
This is my suggestion on how to proceed further...
Since we are not aware of issues with online payment infrastructure within the entire gaming industry in India, but there is an option that your funds could be "auto-refunded" at some point (which is usually approximately 30 business days as a standard in such situations) - I will now contact the casino back with the information and details you provided regarding your deposit, supported with the statement from your payment method provider, ask them to investigate the issue using all those details since it looks like they have not done it yet, and will set the timer for the casino until the end of the 30-day period from the day the deposit was made (+ a few days) - until the end of next week Friday.
Then, there are a few options:
- Your funds will be refunded to your payment method in the meantime - "auto-refund", and we can consider the issue successfully closed
- The casino will provide us with an update after their investigation, possibly credit the disputed funds to your casino account balance - successful resolution too
- The casino will not reply at all or will not provide any new information or updates regarding the matter, while the situation will remain unchanged - we will be forced to close the complaint as unresolved until the situation is fully resolved
So, now I am setting the timer for the casino in accordance with the information above and will wait for the results of their investigation. If I have any news or updates, I will inform you. In the meantime, please inform us about a successful refund or credit of your disputed funds to your casino account balance as soon as possible.
Thank you for your patience and understanding.
Automatski prevedeno:
