Iskreno se izvinjavamo za sve neprijatnosti sa kojima se igrač mogao suočiti tokom ovog procesa i cenimo njihovo strpljenje.
Prvo i najvažnije, želimo da razjasnimo da je verifikacija naloga igrača uspešno završena, a njihovi zahtevi za povlačenje su zaista odobreni sa naše strane. Međutim, nakon što smo dobili obaveštenje igrača da sredstva nisu stigla na njihov bankovni račun, pokrenuli smo istragu u saradnji sa našim provajderom plaćanja.
Razlog zbog kojeg smo tražili pune bankovne izvode igrača je bio da osiguramo da možemo da prikupimo sve relevantne informacije kako bismo identifikovali sve probleme koji su se mogli desiti tokom transakcije. Želeli smo da proverimo da odobrena sredstva zaista nisu primljena na njihov bankovni račun. Nakon detaljne istrage, naš provajder plaćanja je potvrdio da su transakcije odobrene sa njihove strane, ali je naišao na poteškoće na strani banke korisnika.
Čini se da je problem prvenstveno u banci korisnika, koja je, nažalost, van naše kontrole. Iskreno verujemo da je ovo pitanje bilo na strani banke, a ne zbog bilo kakvih grešaka sa strane igrača ili naše. Da bismo rešili ovaj problem što je brže moguće, predložili smo igraču da koristi alternativni način plaćanja ili provajdera da povuče svoja sredstva na svoj bankovni račun.
U međuvremenu, ručno smo vratili nedostajuća sredstva na saldo igrača, obezbeđujući im pristup svojim sredstvima za povlačenje preko alternativnog provajdera plaćanja.
Razumemo važnost pravovremenog rešenja i želimo da napomenemo da aktivno radimo i sa igračem i sa našim provajderom plaćanja kako bismo pronašli rešenje što je brže moguće. Njihovo zadovoljstvo je naš glavni prioritet, a mi ćemo nastaviti da činimo sve što je u našoj moći da pomognemo igraču tokom ovog procesa.
Srdačan pozdrav,
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We sincerely apologize for any inconvenience the player may have faced during this process and we appreciate their patience.
First and foremost, we want to clarify that the player's account verification was successfully completed, and their withdrawal requests were indeed approved from our end. However, upon receiving the player's notification that the funds had not reached their bank account, we initiated an investigation in collaboration with our payment provider.
The reason we requested the player's full bank statements was to ensure we could gather all relevant information to identify any issues that might have occurred during the transaction. We wanted to verify that the approved funds were indeed not received by their bank account. After an in-depth investigation, our payment provider confirmed that the transactions were approved from their side but encountered difficulties at the beneficiary bank's end.
It appears that the issue primarily lies with the beneficiary bank, which, unfortunately, is beyond our control. We genuinely believe that this issue was on the bank's side and not due to any errors on the player's part or ours. To resolve this matter as quickly as possible, we have suggested the player using an alternative payment method or provider to withdraw their funds to their bank account.
In the meantime, we have manually credited the missing funds back to the player's balance, ensuring they have access to their funds for withdrawal via an alternative payment provider.
We understand the importance of a timely resolution, and we want to mention that we are actively working with both the player and our payment provider to find a solution as swiftly as possible. Their satisfaction is our top priority, and we will continue to do everything in our power to assist the player throughout this process.
Best regards,
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