Dragi moji,
Hvala vam na strpljenju dok smo razmatrali žalbu igrača.
Proverili smo našu evidenciju, kao i relevantnu istoriju klađenja i transakcija igrača u vezi sa njenim povlačenjem 430 NZD, i otkrili smo da, nažalost, njen zahtev nije pravilno obrađen.
Možemo potvrditi da je igračica zatražila sledeću promociju bonusa na depozit, a isti je i izvor njenih generisanih dobitaka: https://vvv.mrfortune.com/en/promotions/vealthi-vednesdais#tnc
Pošto smo već obradili uplatu za 100 NZD, vratićemo preostalih 330 NZD i isplatiti ih igraču što je pre moguće.
Izvinjavamo se zbog nastalog nesporazuma i eventualnih neprijatnosti izazvanih ovim.
Na kraju, pošto je igračica potvrdila u ovoj temi da je zatvorila (samoisključila) svoj nalog zbog svoje frustracije ovim pitanjem, u slučaju da želi da nalog ponovo bude aktivan, možemo joj dodatno pomoći na zahtev.
Cenimo vaše razumevanje i zahvaljujemo što ste nam skrenuli pažnju na ovo.
Ako je bilo šta dalje potrebno za rešavanje ove žalbe, slobodno nas obavestite.
Srdačan pozdrav,
MrFortune
Dear all,
Thank you for your patience while we were looking into the player's complaint.
We have checked our records as well as the player's relevant betting and transaction history in relation to her withdrawal of 430 NZD, and we found that, unfortunately, her request was not processed correctly.
We can confirm that the player claimed the following deposit bonus promotion, and the same is the source of her generated winnings: https://www.mrfortune.com/en/promotions/wealthy-wednesdays#tnc
As we have already processed a payment for 100 NZD, we will be reinstating the remaining 330 NZD and pay them to the player as soon as possible.
We would like to extend our sincere apologies for the occurred misunderstanding and any inconvenience caused by this.
Lastly, as the player has confirmed in this thread that she has closed (self-excluded) her account due to her frustration with this matter, in case she would like the account active again, we can assist her further upon request.
We appreciate your understanding and thank you for bringing this to our attention.
Should anything further be required for the resolution of this complaint, please feel free to let us know.
Best regards,
MrFortune
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