Rakas Michal,
Tarkastellessamme t?t? v?itett?, haluamme selvent?? t?t? tapausta antamalla yksityiskohtaisemman selvityksen. T?m? s?hk?postiketju alkoi chatista asiakkaan kanssa, jossa h?n pyysi bonusta 27. toukokuuta. H?nelle tarjottiin bonusta seurantas?hk?postina.
Saatuaan bonuksen s?hk?postitse pelaaja pyysi sulkemista, ja h?nelle ilmoitettiin nimenomaisesti l?hett?v?n pyynt?ns? asianmukaiseen s?hk?postiosoitteeseen asianmukaista k?sittely? varten. T?m? on v?ltt?m?t?nt?, koska asianmukaisesti koulutetun tiimin on tarkistettava t?llaiset pyynn?t ja tutkittava tilit. T?llaisiin pyynt?ihin liittyy useita vivahteita, joten kaikki pelaajamme vaativat t?t? menettely?.
Pelaaja jatkoi viestin l?hett?mist? samassa s?hk?postiketjussa, mik? johti jonkin verran viiv?stymiseen h?nen pyynt?ns? k?sittelyss?. "Re: S?hk?postipyynt?si" on kokonainen ketju, jossa jos tarkistat Playerin ensimm?isen vastauksen, s?hk?postiosoite oli j?lleen kerran [email protected] joten kaikkea t?m?n s?ikeen kirjeenvaihtoa ei ole l?hetetty kunnolla alusta l?htien.
T?ss? ketjussa n?kyy, ett? my?s h?nen bonuspyynt?ns? k?sitellyt agentti kehotti h?nt? useaan otteeseen l?hett?m??n s?hk?postin oikeaan osoitteeseen. H?nt? ei j?tetty huomioimatta ja h?nt? opastettiin asianmukaisesti koko ajan sen j?lkeen, kun h?n p??tti, ettei h?n halua bonusta 27. toukokuuta, koska koko t?m?n ketjun kirjeenvaihto on samana p?iv?n?.
T?m?n j?lkeen tullaan aiemmin selitettyyn tilanteeseen, jossa h?n jatkoi pyynt?jen l?hett?mist? v??r??n osoitteeseen.
Voit heti huomata eron k?sittelyss? verrattuna p?iv?m??r??n, jolloin h?n l?hetti s?hk?postin oikein oikeaan osoitteeseen ja pyynt??n. Haluamme nyt k?sitell? my?s aiempaa selityst?mme, joka koski oikein l?hetetty? s?hk?postia 7. kes?kuuta. T?m? oli ensimm?inen oikein vastaanotettu s?hk?posti, kuten my?s CG:n henkil?kunta n?kee, koska Petronela oli CC:ss? tuohon pyynt??n.
Lopuksi k?sittelimme h?nen pyynt?ns? oikein, kun se oli l?hetetty oikeassa muodossa, mik? ei ollut vastaus ketjuun, joka aiheuttaisi ymm?rrett?v?sti viivett? ja sekaannusta, ja lopulta se l?hetettiin oikeaan osoitteeseen.
Terveiset,
GrandWin kasino
Dear Michal,
Upon reviewing this claim, we want to clarify this case by providing a more detailed explanation. This e-mail thread started from a chat with the client where he requested a bonus on the 27th of May. He was offered a bonus as a follow-up e-mail.
Upon receiving the bonus via e-mail the player then requested closure, he was explicitly informed to send his request to the appropriate e-mail address for proper handling. This is required as such requests have to be reviewed and accounts investigated by the properly trained team. There are various nuances when it comes to such requests, so this procedure is required by all of our Players.
The Player continued sending his communication in the same e-mail thread which led to some delay with the handling of his request. "Re: Your email request" is a whole thread where if you check the first reply from the Player on it, the e-mail address was once again [email protected] so all of the correspondence in that thread was not properly submitted ever since the beginning.
In this thread it can be seen that the agent who also handled his bonus request informed him several times to submit an e-mail to the proper address. He was not ignored and was properly instructed at all times after he decided that he does not want a bonus on the 27th of May as the whole correspondence in this thread is on the same day.
Following that we come to the previously explained situation where he continued sending requests to the incorrect address.
You can immediately notice a difference in the handling compared to the date when he properly submitted an e-mail to the correct address and request. We now want to address our previous explanation as well which was regarding the properly submitted e-mail on the 7th of June. This was the first properly received e-mail as can be seen by CG staff as well since Petronela was on CC to that request.
In conclusion we handled his request properly once it was submitted in a correct format which was not a reply to a thread which would understandably cause delay and confusion and lastly it was submitted to the correct address.
Regards,
GrandWin Casino
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