zdravo,
Hvala vam ?to ste nam dali priliku da pru?imo sveobuhvatan odgovor na ovo pitanje. Cenimo va?e vreme i pa?nju tokom procesa pregleda.
Da bismo obezbedili jasno?u i lako?u razumevanja, sa?imali smo klju?ne detalje zadr?avaju?i pun kontekst problema, nagla?avaju?i su?tinske radnje preduzete tokom celog procesa.
Jedna od klju?nih ta?aka koje treba ista?i je da je tim za podr?ku, kao i menad?er naloga klijenta, svaki put prosle?en i skrenuo pa?nju relevantnom odeljenju. S obzirom na prirodu stvari, sproveli smo detaljnu istragu, pa?ljivo pregledaju?i svaki dokument i transakciju iz datih izjava. Nakon na?e detaljne procene, provajder je utvrdio da predmetna transakcija nije odbijena sa na?e strane. Savetovali smo klijenta da se obrati svojoj banci/provajderu pla?anja radi daljeg poja?njenja.
Shvataju?i da takve pojave mogu da izazovu neprijatnosti i uti?u na celokupno iskustvo korisnika, VIP menad?er je preduzeo proaktivne korake da re?i situaciju. Kao gest dobre volje, 23. decembra je izdat kompenzacioni bonus od 900 EUR sa minimalnim uslovom kla?enja (k5). Ova odluka je doneta uprkos ?injenici da sredstva u pitanju nisu stigla u na? sistem.
Nakon toga, klijent se ponovo obratio svom VIP menad?eru tra?e?i dodatna poja?njenja u vezi sa transakcijom. Na ovom mestu je jo? jednom detaljno obja?njena cela situacija, ponavljaju?i da bi, da je transakcija bila uspe?no obra?ena, sredstva bila u skladu sa tim i kreditirana. U slu?ajevima kada sredstva ne stignu do nas, ona se automatski vra?aju na izvorni bankovni ra?un klijenta.
Na?alost, nakon ovih diskusija, kupac je sna?no izrazio svoje nezadovoljstvo i nazna?io svoju nameru da nastavi sa vi?estrukim pretnjama. S obzirom na ove okolnosti, iu skladu sa na?im politikama, ra?un klijenta je zatvoren. Pored toga, prekinuta je komunikacija sa VIP menad?erom kao deo na?ih proceduralnih mera. Me?utim, va?no je napomenuti da je na? tim za podr?ku dostupan 24 sata dnevno i sedam dana u nedelji kako bi pomogao u vezi sa svim upitima koje klijent mo?e imati, bez obzira na status njihovog naloga.
Potvr?ujemo da ova rezolucija mo?da ne?e biti u skladu sa o?ekivanjima korisnika. Me?utim, ?elimo da istaknemo na?u posve?enost pru?anju pomo?i i odr?avanju transparentnosti tokom celog procesa. Saradnja i komunikacija sa po?tovanjem su klju?ni za efikasno re?avanje svih problema, a mi ostajemo posve?eni pru?anju podr?ke na?im klijentima na konstruktivan na?in.
Cenimo va?e razumevanje i saradnju po ovom pitanju. Ukoliko su vam potrebna dodatna poja?njenja, ne oklevajte da se obratite.
Srda?an pozdrav,
Betovo Team
Hello,
Thank you for allowing us the opportunity to provide a comprehensive response to this matter. We appreciate your time and consideration during the reviewing process.
To ensure clarity and ease of understanding, we have condensed the key details while maintaining the full context of the issue, emphasizing the essential actions taken throughout the entire process.
One of the key points to highlight is that this matter was forwarded and brought to the attention of the relevant department each time by the support team as well as by the customer’s designated Account Manager. Given the nature of the matter, we conducted a thorough investigation, carefully reviewing every document and transaction from the provided statements. Following our detailed assessment, it was determined by the provider that the transaction in question was not declined on our end. We advised the customer to reach out to their bank/payment provider in order for further clarification.
Understanding that such occurrences may cause inconvenience and impact the customer’s overall experience, the VIP Manager took proactive steps to address the situation. As a goodwill gesture, a compensation bonus of 900 EUR with a minimal wagering requirement (x5) was issued on December 23rd. This decision was made despite the fact that the funds in question had not reached our system.
Subsequently, the customer reached out again to their VIP Manager seeking additional clarification regarding the transaction. At this point, the entire situation was once more explained in detail, reiterating that if the transaction had been processed successfully, the funds would have been credited accordingly. In scenarios where funds do not reach us, they are automatically returned to the customer’s originating bank account.
Unfortunately, following these discussions, the customer strongly expressed their dissatisfaction and indicated their intent to pursue multiple threats. Given these circumstances, and in accordance with our policies, the customer’s account was closed. Additionally, communication with the VIP Manager was discontinued as part of our procedural measures. It is important to note, however, that our support team remains available 24/7 to assist with any queries the customer may have, irrespective of their account status.
We acknowledge that this resolution may not align with the customer’s expectations. However, we wish to emphasize our commitment to providing assistance and maintaining transparency throughout the process. Cooperation and respectful communication are pivotal in resolving any concerns effectively, and we remain committed to supporting our customers in a constructive manner.
We appreciate your understanding and cooperation in this matter. Should you require any further clarification, please do not hesitate to reach out.
Best regards,
Betovo Team
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