dragi svi,
Hvala vam na strpljenju!
Sproveli smo detaljnu istragu o ovom slučaju i želimo da vas obavestimo da je nalog klijenta zatvoren jer nije prošao verifikaciju svog načina plaćanja, uključujući i podsetnik našeg tima.
Razumeli smo i priznali klijentovu nemogućnost da pruži istoriju Mifiniti novčanika u PDF formatu, kada nam je to saopšteno 4. septembra 2024. Prema našem odgovoru od 7. septembra, prihvatamo istoriju transakcija koja se sastoji od snimaka ekrana (koji su već bili u posedu korisnika), jednostavno sastavljenih u PDF datoteku. Dodatni podsetnik u vezi sa dokumentima je poslat kupcu 24. oktobra. Međutim, traženu dokumentaciju u potrebnom formatu nismo dobili do 8. novembra, kada je račun zatvoren.
Račun klijenta je zatvoren u skladu sa Uslovima i odredbama, odnosno sledećim članom:
9.3 Morate nam odmah dostaviti sve dokumente i informacije koje možemo zatražiti i pomoći nam u sprovođenju naših provera, bez nepotrebnog odlaganja iu svakom slučaju u roku od trideset (30) dana od našeg zahteva. Možemo zatvoriti ili ograničiti vaš nalog dok ne pružite tražene dokumente, informacije i pomoć. Ako to ne učinite na naše razumno zadovoljstvo u gore navedenom roku, možemo konfiskovati vaš dobitak, prekinuti poslovni odnos sa vama i vratiti vam preostali iznos na vašem računu. Takođe možemo da zadržimo bilo koju uplatu na/sa vašeg naloga dok se čekovi ne završe na naše zadovoljstvo.
Da rezimiramo - dali smo precizna uputstva za kupca da izvrši verifikaciju, međutim, uprkos uputstvima i podsetnicima, dokumenti u traženom formatu nisu dostavljeni. Kao rezultat toga, verifikacija je smatrana neuspešnom, račun je zatvoren i dobici su oduzeti u skladu sa Uslovima i odredbama.
Nadamo se da će ovo pomoći u rešavanju slučaja.
Srdačan pozdrav,
Cadabrus team
Dear all,
Thank you for your patience!
We have conducted a thorough investigation into the matter, and would like to inform you that the customer's account was closed as they did not pass the verification of their payment method, including after a reminder from our team.
We understood and acknowledged the customer's inability to provide the Mifinity wallet history in the PDF format, when it was expressed to us on 4th of September 2024. As per our reply from the 7th of September, we accept the transaction history that consists of the screenshots (that were already in customer's possession), simply compiled into a PDF file. An additional reminder regarding the documents was sent to the customer on October 24th. However, we have not received the requested documentation in the needed format until the 8th of November, the date when the account was closed.
The customer's account was closed in accordance with the Terms and Conditions, namely the following article:
9.3 You must promptly provide us with all of the documents and information we might request, and assist us in conducting our Checks, without undue delay and in any event within thirty (30) days of our request. We may close or limit your account until you provide the requested documents, information and assistance. If you fail to do so to our reasonable satisfaction within the deadline indicated above, we may confiscate your winnings, terminate our business relationship with you, and return the remaining balance of your account to you. We may also withhold any payment to/from your account until the Checks are completed to our satisfaction.
To summarize - we have provided the precise instructions for the customer to complete verification, however, despite the instructions and reminders, the documents in the required format were not provided. As a result, the verification was considered failed, the account was closed and the winnings were deducted in accordance with the Terms and conditions.
We hope this helps reach the resolution of the case.
Best regards,
Cadabrus team
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