Iskreno se izvinjavamo za sve neprijatnosti sa kojima se igra? mogao suo?iti tokom ovog procesa i cenimo njihovo strpljenje.
Prvo i najva?nije, ?elimo da razjasnimo da je verifikacija naloga igra?a uspe?no zavr?ena, a njihovi zahtevi za povla?enje su zaista odobreni sa na?e strane. Me?utim, nakon ?to smo dobili obave?tenje igra?a da sredstva nisu stigla na njihov bankovni ra?un, pokrenuli smo istragu u saradnji sa na?im provajderom pla?anja.
Razlog zbog kojeg smo tra?ili pune bankovne izvode igra?a je bio da osiguramo da mo?emo da prikupimo sve relevantne informacije kako bismo identifikovali sve probleme koji su se mogli desiti tokom transakcije. ?eleli smo da proverimo da odobrena sredstva zaista nisu primljena na njihov bankovni ra?un. Nakon detaljne istrage, na? provajder pla?anja je potvrdio da su transakcije odobrene sa njihove strane, ali je nai?ao na pote?ko?e na strani banke korisnika.
?ini se da je problem prvenstveno u banci korisnika, koja je, na?alost, van na?e kontrole. Iskreno verujemo da je ovo pitanje bilo na strani banke, a ne zbog bilo kakvih gre?aka sa strane igra?a ili na?e. Da bismo re?ili ovaj problem ?to je br?e mogu?e, predlo?ili smo igra?u da koristi alternativni na?in pla?anja ili provajdera da povu?e svoja sredstva na svoj bankovni ra?un.
U me?uvremenu, ru?no smo vratili nedostaju?a sredstva na saldo igra?a, obezbe?uju?i im pristup svojim sredstvima za povla?enje preko alternativnog provajdera pla?anja.
Razumemo va?nost pravovremenog re?enja i ?elimo da napomenemo da aktivno radimo i sa igra?em i sa na?im provajderom pla?anja kako bismo prona?li re?enje ?to je br?e mogu?e. Njihovo zadovoljstvo je na? glavni prioritet, a mi ?emo nastaviti da ?inimo sve ?to je u na?oj mo?i da pomognemo igra?u tokom ovog procesa.
Srda?an pozdrav,
Cashvin Casino
We sincerely apologize for any inconvenience the player may have faced during this process and we appreciate their patience.
First and foremost, we want to clarify that the player's account verification was successfully completed, and their withdrawal requests were indeed approved from our end. However, upon receiving the player's notification that the funds had not reached their bank account, we initiated an investigation in collaboration with our payment provider.
The reason we requested the player's full bank statements was to ensure we could gather all relevant information to identify any issues that might have occurred during the transaction. We wanted to verify that the approved funds were indeed not received by their bank account. After an in-depth investigation, our payment provider confirmed that the transactions were approved from their side but encountered difficulties at the beneficiary bank's end.
It appears that the issue primarily lies with the beneficiary bank, which, unfortunately, is beyond our control. We genuinely believe that this issue was on the bank's side and not due to any errors on the player's part or ours. To resolve this matter as quickly as possible, we have suggested the player using an alternative payment method or provider to withdraw their funds to their bank account.
In the meantime, we have manually credited the missing funds back to the player's balance, ensuring they have access to their funds for withdrawal via an alternative payment provider.
We understand the importance of a timely resolution, and we want to mention that we are actively working with both the player and our payment provider to find a solution as swiftly as possible. Their satisfaction is our top priority, and we will continue to do everything in our power to assist the player throughout this process.
Best regards,
Cashwin Casino
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