Hvala vam što ste nam skrenuli pažnju na svoju zabrinutost.
Tokom naše komunikacije sa klijentom, oni su BETSSEN-u 6. februara 2024. dali snimak ekrana e-pošte koju su dobili od Astropai-a. Prema njihovom obaveštenju, nalog klijenta je označen i blokiran iz razloga rizika i usklađenosti.
Po prijemu ove informacije, to je podstaklo naš tim da započne detaljnu reviziju na strani kazina kako bi se pozabavili iznetim problemima.
Da je klijent pokušao da povuče svoja sredstva na bilo koji drugi način koji bi mogao biti identifikovan kao njegov, odmah bismo nastavili. Međutim, klijent je pokušao da povuče sredstva koristeći Cripto novčanik, metod koji se ne može lako identifikovati. Shodno tome, povlačenje nije obrađeno/plaćeno.
Važno je napomenuti da igrački profil klijenta nije blokiran tokom ovog perioda i da su zadržali pristup svom nalogu.
Želeli bismo da predložimo brzo rešenje ovog pitanja predlažući sledeće opcije:
- Oporavak Astropai računa: Ukoliko je klijent već povratio pristup svom Astropai nalogu, molimo klijenta da osigura da način povlačenja odgovara metodu depozita, u skladu sa uslovima navedenim u našim Opštim uslovima i odredbama tačka 29.11.
- Alternativni metod povlačenja: U slučaju da klijent nije u mogućnosti da vrati svoj Astropai račun, voljni smo da obradimo povlačenje putem alternativnog metoda kao što je bankovni transfer ili drugi novčanik. U tu svrhu, klijent može kontaktirati našu podršku putem Live Chat-a i dostaviti potrebna dokumenta za verifikaciju vlasništva izabranog novčanika i dodatno verifikovati putem novog načina plaćanja po svom izboru.
Pored toga, ključno je naglasiti da je ovo jednokratni izuzetak kako bi se olakšalo brzo rešenje. Za sva buduća povlačenja ili nastavak igre, pridržavanje naših bezbednosnih standarda je obavezno. Cenimo vaše razumevanje i saradnju u rešavanju ovog pitanja prijateljskim putem.
Thank you for bringing your concerns to our attention.
During our communication with the client, they provided a screenshot to BETSSEN on February 6, 2024, of the email they received from Astropay. As per their notification, the client's account has been flagged and blocked for Risk and Compliance reasons.
Upon receipt of this information, it triggered our team to initiate a thorough review on the Casino side to address the concerns raised.
If the client had tried to withdraw his funds with any other method which could be identified as his, we would have proceeded instantly. However, the client attempted to withdraw funds using a Crypto wallet, a method that cannot be readily identified. Consequently, the withdrawal has not been processed/paid.
It is important to note that the client's gaming profile has not been blocked during this period, and they have retained access to their account.
We would like to propose a swift resolution to this matter by suggesting the following options:
- Recovery of Astropay Account: If the client has already regained access to their Astropay account, we ask that the client kindly ensure that the withdrawal method matches the deposit method, as per the terms outlined in our General Terms and Conditions point 29.11.
- Alternative Withdrawal Method: In the event that the client is unable to restore their Astropay account, we are willing to process the withdrawal through an alternative method such as bank transfer or another wallet. For this purpose, the client can contact our support through Live Chat and provide the necessary documents to verify ownership of the chosen wallet and get additionally verified via the new payment method of their choice.
In addition, it is crucial to emphasize that this is a one-time exception to facilitate a prompt resolution. For any future withdrawals or continued gameplay, adherence to our security standards is mandatory. We appreciate your understanding and cooperation in resolving this matter amicably.
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