dragi svi,
Hvala vam na ovoj diskusiji i strpljenju.
Prvo što treba da istaknemo je da je žalba na 300 GBP, ali ona deponuje samo 75 GBP nakon što je zatražila limite. Dakle, ako ništa drugo, trebalo bi da bude za 75 GBP.
Redosled ćaskanja uživo koji je snimio Card2017 je tačan. Jedan od naših agenata za podršku je pitao da li bi želela da postavi ograničenje i sačeka povraćaj novca koji će stići u narednih nekoliko dana i ona je pristala na to. Nakon toga, jedan od agenata je rekao da će podneti zahtev da finansijski tim postavi ove granice.
Kada zahtevamo ograničenje, dajemo do 24 sata da se limit postavi jer smo angažovali našu korisničku podršku i to bi predstavljalo kršenje bezbednosti i bezbednosti da bismo im omogućili kontrolu nad finansijskim ograničenjima.
Veoma retko je potrebno blizu 24 sata da se postavi ograničenje, a obično se to radi manje od 8 sati, a često može biti i ispod 30 minuta u zavisnosti od toga da li je finansijski tim dostupan u ovom trenutku i nema veliki teret zahteva. Mnogo je igrača koji postavljaju mnoga ograničenja tako da naš finansijski tim mora da prođe kroz zahteve svakog igrača. Neke od stvari kojima se naš finansijski tim bavi su: usmeravanje različitih dobavljača plaćanja, prikazivanje različitih dobavljača plaćanja u različite zemlje, rešavanje problema sa plaćanjem od različitih igrača i postavljanje ograničenja depozita i povlačenja za različite igrače.
Koristimo jednu od najvećih kompanija za orkestraciju plaćanja koja nam omogućava da postavljamo ograničenja i imamo namenski finansijski tim odgovoran za to.
Zahtev je podnet i depoziti od 75 GBP su uplaćeni u roku od 5 sati od zahteva za koje naš tim još nije mogao da postavi ograničenja. Kad god postavimo ograničenje, bilo da uplatimo ili povučemo, igrač je odmah obavešten, ali agent za podršku.
Kad god je Card2017 došao u kontakt sa živom podrškom o ovoj situaciji, naši agenti su bili transparentni i dostupni 24/7.
Nadam se da ovo pomaže! Ako imate bilo kakvih pitanja, slobodno se obratite. Bićemo više nego srećni da o tome dalje razgovaramo.
srdačan pozdrav,
Del Oro kazino
Dear all,
Thank you for this discussion and your patience.
First thing we would should point out is that the complaint is for 300 GBP but she only deposits 75 GBP after she requested the limits. So if anything it should be for 75 GBP.
The live chat sequence that was screenshoted by Card2017 is accurate. One of our support agents did ask if she would like to set a limit and wait for cashback that will arrive in the next few days and she did agree to it. After that, one of the agents said that she will make a request for the finance team to set these limits in place.
When requesting a limit we give up to 24 hours for the limit to be set because we outsourced our customer support and it would be a security and safety breach to allow them to have control over financial limits.
Very rarely does it take close to 24 hours to set a limit and typically it is done under 8 hours and often cases it can be under 30 minutes depending on if the finance team is available at the moment and doesn't have a large load of requests. There are many players that set many limits so our financial team must go through every player's requests. Some of the things our finance team deals with is: Routing different payment providers, displaying different payment providers to different countries, fixing payment issues from different players, and setting deposit and withdrawal limits for different players.
We use one of the largest payment orchestration companies which allows us to set limits and we have a dedicated financial team responsible for this.
The request was made and the 75 GBP deposits were made within 5 hours of the request which our team was not able to set the limits yet. Whenever we set a limit either deposit or withdraw the player is immediately notified but a support agent.
Whenever Card2017 came into live support about this situation our agents were transparent and available 24/7.
Hope this help! If you have any questions please feel free to reach out. We would be more than happy to discuss this further.
Kind regards,
Del Oro Casino
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