zdravo,
Hvala vam što ste nam dali priliku da pružimo sveobuhvatan odgovor na ovo pitanje. Cenimo vaše vreme i pažnju tokom procesa pregleda.
Da bismo obezbedili jasnoću i lakoću razumevanja, sažimali smo ključne detalje zadržavajući pun kontekst problema, naglašavajući suštinske radnje preduzete tokom celog procesa.
Jedna od ključnih tačaka koje treba istaći je da je tim za podršku, kao i menadžer naloga klijenta, svaki put prosleđen i skrenuo pažnju relevantnom odeljenju. S obzirom na prirodu stvari, sproveli smo detaljnu istragu, pažljivo pregledajući svaki dokument i transakciju iz datih izjava. Nakon naše detaljne procene, provajder je utvrdio da predmetna transakcija nije odbijena sa naše strane. Savetovali smo klijenta da se obrati svojoj banci/provajderu plaćanja radi daljeg pojašnjenja.
Shvatajući da takve pojave mogu da izazovu neprijatnosti i utiču na celokupno iskustvo korisnika, VIP menadžer je preduzeo proaktivne korake da reši situaciju. Kao gest dobre volje, 23. decembra je izdat kompenzacioni bonus od 900 EUR sa minimalnim uslovom klađenja (k5). Ova odluka je doneta uprkos činjenici da sredstva u pitanju nisu stigla u naš sistem.
Nakon toga, klijent se ponovo obratio svom VIP menadžeru tražeći dodatna pojašnjenja u vezi sa transakcijom. Na ovom mestu je još jednom detaljno objašnjena cela situacija, ponavljajući da bi, da je transakcija bila uspešno obrađena, sredstva bila u skladu sa tim i kreditirana. U slučajevima kada sredstva ne stignu do nas, ona se automatski vraćaju na izvorni bankovni račun klijenta.
Nažalost, nakon ovih diskusija, kupac je snažno izrazio svoje nezadovoljstvo i naznačio svoju nameru da nastavi sa višestrukim pretnjama. S obzirom na ove okolnosti, iu skladu sa našim politikama, račun klijenta je zatvoren. Pored toga, prekinuta je komunikacija sa VIP menadžerom kao deo naših proceduralnih mera. Međutim, važno je napomenuti da je naš tim za podršku dostupan 24 sata dnevno i sedam dana u nedelji kako bi pomogao u vezi sa svim upitima koje klijent može imati, bez obzira na status njihovog naloga.
Potvrđujemo da ova rezolucija možda neće biti u skladu sa očekivanjima korisnika. Međutim, želimo da istaknemo našu posvećenost pružanju pomoći i održavanju transparentnosti tokom celog procesa. Saradnja i komunikacija sa poštovanjem su ključni za efikasno rešavanje svih problema, a mi ostajemo posvećeni pružanju podrške našim klijentima na konstruktivan način.
Cenimo vaše razumevanje i saradnju po ovom pitanju. Ukoliko su vam potrebna dodatna pojašnjenja, ne oklevajte da se obratite.
Srdačan pozdrav,
Betovo Team
Hello,
Thank you for allowing us the opportunity to provide a comprehensive response to this matter. We appreciate your time and consideration during the reviewing process.
To ensure clarity and ease of understanding, we have condensed the key details while maintaining the full context of the issue, emphasizing the essential actions taken throughout the entire process.
One of the key points to highlight is that this matter was forwarded and brought to the attention of the relevant department each time by the support team as well as by the customer’s designated Account Manager. Given the nature of the matter, we conducted a thorough investigation, carefully reviewing every document and transaction from the provided statements. Following our detailed assessment, it was determined by the provider that the transaction in question was not declined on our end. We advised the customer to reach out to their bank/payment provider in order for further clarification.
Understanding that such occurrences may cause inconvenience and impact the customer’s overall experience, the VIP Manager took proactive steps to address the situation. As a goodwill gesture, a compensation bonus of 900 EUR with a minimal wagering requirement (x5) was issued on December 23rd. This decision was made despite the fact that the funds in question had not reached our system.
Subsequently, the customer reached out again to their VIP Manager seeking additional clarification regarding the transaction. At this point, the entire situation was once more explained in detail, reiterating that if the transaction had been processed successfully, the funds would have been credited accordingly. In scenarios where funds do not reach us, they are automatically returned to the customer’s originating bank account.
Unfortunately, following these discussions, the customer strongly expressed their dissatisfaction and indicated their intent to pursue multiple threats. Given these circumstances, and in accordance with our policies, the customer’s account was closed. Additionally, communication with the VIP Manager was discontinued as part of our procedural measures. It is important to note, however, that our support team remains available 24/7 to assist with any queries the customer may have, irrespective of their account status.
We acknowledge that this resolution may not align with the customer’s expectations. However, we wish to emphasize our commitment to providing assistance and maintaining transparency throughout the process. Cooperation and respectful communication are pivotal in resolving any concerns effectively, and we remain committed to supporting our customers in a constructive manner.
We appreciate your understanding and cooperation in this matter. Should you require any further clarification, please do not hesitate to reach out.
Best regards,
Betovo Team
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