Hej Majkl,
Nadamo se da će vas ova poruka dobro naći.
Cenimo vašu saradnju u obezbeđivanju neophodne dokumentacije i video materijala, što je omogućilo nesmetano rešavanje tekućeg procesa.
Želeli bismo da se pozabavimo problemom koji se odnosi na početni depozit koji je nenamerno poslat na pogrešnu adresu depozita. Nažalost, konkretna beleška vezana za depozit BNB nije primenjena kada su sredstva usmerena na našu adresu depozita. U svetlu ove situacije, naš namenski tim je morao da pokrene proces oporavka depozita.
Važno je napomenuti da procesi povraćaja zahtevaju određene administrativne procedure, a kao što je navedeno u našim smernicama, primenjuje se naknada za oporavak od 10%. Nakon što smo pregledali našu evidenciju o vašim prethodnim interakcijama sa našim timom za podršku, otkrili smo da ste zaista potvrdili da razumete proces oporavka i da ste prihvatili povezanu naknadu od 10%. Cenimo vaše razumevanje po ovom pitanju.
Tipično, procesi oporavka ove prirode zahtevaju vremenski okvir do 60 dana za završetak. Međutim, prepoznajući važnost brzog rešavanja problema, ubrzali smo proceduru oporavka i uspešno je okončali u izuzetno brzom periodu od 3-5 dana.
Sa zadovoljstvom vas obaveštavamo da su vraćena sredstva uspešno pripisana vašem kazino nalogu. Sada imate slobodu da pokrenete povlačenje ovih sredstava kad god smatrate da je prikladno.
Još jednom se zahvaljujemo na saradnji i strpljenju tokom ovog procesa. Ako imate dodatnih pitanja ili vam je potrebna dodatna pomoć, ne oklevajte da se obratite našem timu za podršku.
Još jednom, hvala vam što ste odvojili vreme da stupite u kontakt sa nama,
Srdačan pozdrav,
Damian
Menadžer za žalbe
Srećan blok
Hey Michael,
We hope this message finds you well.
We appreciate your cooperation in providing the necessary documentation and video material, which has facilitated a smooth resolution of the ongoing process.
We would like to address the issue pertaining to the initial deposit that was inadvertently sent to an incorrect deposit address. Regrettably, the specific memo associated with the BNB deposit was not applied when the funds were directed to our deposit address. In light of this situation, our dedicated team had to initiate a recovery process for the deposit.
It's important to note that recovery processes entail certain administrative procedures, and as outlined in our policies, a 10% recovery fee is applicable. Upon reviewing our records of your previous interactions with our support team, we found that you had indeed confirmed your understanding of the recovery process and acknowledged the associated 10% fee. We appreciate your understanding in this matter.
Typically, recovery processes of this nature require a timeframe of up to 60 days for completion. However, recognizing the importance of resolving the matter promptly, we expedited the recovery procedure, successfully concluding it within a remarkably swift 3-5 day period.
We are pleased to inform you that the recovered funds have been successfully credited to your casino account. You are now at liberty to initiate a withdrawal of these funds whenever you deem suitable.
Once again, we extend our gratitude for your cooperation and patience throughout this process. Should you have any further inquiries or require additional assistance, please do not hesitate to reach out to our support team.
Once again, thank you for taking the time to get in contact with us,
Best regards,
Damian
Complaints manager
Lucky Block
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