Pišem da bih zvanično podneo žalbu protiv MiStake Sportsbook u vezi sa problemom sa kojim sam se nedavno susreo sa depozitom koji sam napravio na vašoj platformi.
Verujem da sam bio podvrgnut nepoštenoj i neotkrivenoj praksi konverzije valuta, što je rezultiralo neopravdanim odbitkom od 15 USD od mog deponovanog iznosa.
[11. avgusta / 2023.], uplatio sam 455 USD na svoj MiStake nalog koristeći Skrill kao procesor plaćanja. Tokom procesa depozita, kako na vašoj veb stranici tako i na Skrill platformi, transakcija je dosledno prikazana u USD. Ni u jednom trenutku nisam obavešten niti upozoren na bilo kakvu potencijalnu konverziju valute ili povezane naknade.
Na moje zaprepašćenje, nakon što sam proverio stanje na mom MiStake računu nakon depozita, otkrio sam da je kreditirano samo 440 dolara, uprkos tome što sam položio depozit od 455 dolara. Naravno, bio sam uznemiren zbog ovog neslaganja i odmah sam se obratio vašem timu za korisničku podršku za objašnjenje.
U odgovoru na moj upit, vaši predstavnici korisničke podrške su objasnili da je do neslaganja došlo zbog prakse vašeg dobavljača plaćanja da konvertuje USD u evro, a zatim nazad u USD.
Iako razumem da konverzija valuta može biti sastavni deo međunarodnih transakcija, potpuno je neprihvatljivo da se takve konverzije izvrše bez jasne i transparentne komunikacije sa vašim klijentima.
Ni u jednom trenutku tokom procesa depozita nisam obavešten da će moja sredstva biti predmet konverzije, niti mi je pružena prilika da pregledam ili odobrim stopu konverzije i povezane naknade.
Ovaj nedostatak transparentnosti narušava poverenje koje klijenti polažu u vašu platformu i izaziva zabrinutost zbog obmanjujućih praksi.
Čvrsto verujem da klijenti imaju pravo da budu potpuno informisani o svim konverzijama ili naknadama koje mogu uticati na njihove transakcije. Da sam bio pravilno obavešten, mogao sam da donesem informisanu odluku u vezi sa iznosom svog depozita kako bih se uverio da imam željeno stanje na svom MiStake nalogu.
Ljubazno tražim sledeće radnje da rešim ovaj problem i vratim svoje poverenje u MiStake Sportsbook:
1- Povraćaj 15 dolara nepravedno oduzetih od mog početnog depozita.
2- Sprovođenje jasne i transparentne komunikacije u vezi sa konverzijom valuta i pripadajućim naknadama tokom procesa depozita.
-3Posvećenost ispravljanju i sprečavanju sličnih incidenata u budućnosti, unapređenjem vaših politika i procedura.
Ako se tražene radnje ne preduzmu u razumnom vremenskom okviru, neću imati izbora osim da dalje eskaliram ovo pitanje, uključujući traženje pomoći od regulatornih tela i dijeljenje svog iskustva sa onlajn zajednicama i veb lokacijama za pregled kazina.
Cenim vašu brzu pažnju ovom pitanju i vašu posvećenost održavanju poštene i pouzdane platforme za vaše klijente. Radujem se vašem blagovremenom odgovoru.
I am writing to formally file a complaint against MyStake Sportsbook regarding an issue I recently encountered with a deposit I made on your platform.
I believe that I have been subjected to unfair and undisclosed currency conversion practices, resulting in the unjustified deduction of $15 from my deposited amount.
On [11 / Aug / 2023], I made a deposit of $455 to my MyStake account using Skrill as the payment processor. Throughout the deposit process, both on your website and within the Skrill platform, the transaction was consistently displayed in USD. At no point was I informed or warned about any potential currency conversion or associated fees.
To my astonishment, upon checking my MyStake account balance after the deposit, I discovered that only $440 had been credited, despite having made a deposit of $455. Naturally, I was alarmed by this discrepancy and immediately reached out to your customer support team for an explanation.
In response to my query, your customer support representatives explained that the discrepancy was due to your payment provider's practice of converting USD to Euro and then back to USD.
While I understand that currency conversion may be an inherent part of international transactions, it is completely unacceptable to execute such conversions without clear and transparent communication with your customers.
At no point during the deposit process was I informed that my funds would be subject to conversion, nor was I provided with an opportunity to review or approve the conversion rate and associated fees.
This lack of transparency violates the trust that customers place in your platform and raises concerns of deceptive practices.
I strongly believe that customers have the right to be fully informed about any conversions or fees that may affect their transactions. Had I been properly informed, I could have made an informed decision regarding my deposit amount to ensure that I had the desired balance in my MyStake account.
I kindly request the following actions to address this issue and restore my confidence in MyStake Sportsbook:
1- Refund of the $15 unjustly deducted from my initial deposit.
2- Implementation of clear and transparent communication regarding currency conversion and associated fees during the deposit process.
-3A commitment to rectify and prevent similar incidents in the future, by enhancing your policies and procedures.
If the requested actions are not taken within a reasonable time frame, I will have no choice but to escalate this matter further, including seeking assistance from regulatory bodies and sharing my experience with online communities and casino review websites.
I appreciate your prompt attention to this matter and your commitment to maintaining a fair and trustworthy platform for your customers. I look forward to your timely response.
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