Hej,
Tack f?r att du ger oss m?jligheten att ge ett omfattande svar p? denna fr?ga. Vi uppskattar din tid och omtanke under granskningsprocessen.
F?r att s?kerst?lla klarhet och enkel f?rst?else har vi sammanfattat de viktigaste detaljerna samtidigt som vi beh?ller hela sammanhanget i fr?gan, och betonar de v?sentliga ?tg?rder som vidtagits under hela processen.
En av de viktigaste punkterna att lyfta fram ?r att detta ?rende vidarebefordrades och uppm?rksammades av den relevanta avdelningen varje g?ng av supportteamet s?v?l som av kundens utsedda Account Manager. Med tanke p? sakens natur genomf?rde vi en grundlig unders?kning och granskade noggrant varje dokument och transaktion fr?n de tillhandah?llna uttalandena. Efter v?r detaljerade bed?mning fastst?lldes det av leverant?ren att transaktionen i fr?ga inte avvisades fr?n v?r sida. Vi r?dde kunden att kontakta sin bank/betalningsleverant?r f?r ytterligare f?rtydligande.
VIP-chefen f?rstod att s?dana h?ndelser kan orsaka ol?genheter och p?verka kundens ?vergripande upplevelse, och vidtog proaktiva ?tg?rder f?r att ?tg?rda situationen. Som en goodwill-gest utf?rdades en kompensationsbonus p? 900 EUR med ett minimalt oms?ttningskrav (x5) den 23 december. Detta beslut fattades trots att de aktuella medlen inte n?tt v?rt system.
D?refter kontaktade kunden sin VIP Manager igen f?r att f? ytterligare f?rtydliganden ang?ende transaktionen. Vid denna tidpunkt f?rklarades hela situationen ?nnu en g?ng i detalj, och upprepade att om transaktionen hade behandlats framg?ngsrikt, skulle medlen ha krediterats i enlighet med detta. I scenarier d?r pengar inte n?r oss, ?terf?rs de automatiskt till kundens ursprungliga bankkonto.
Tyv?rr, efter dessa diskussioner, uttryckte kunden starkt sitt missn?je och angav sin avsikt att ut?va flera hot. Med tanke p? dessa omst?ndigheter, och i enlighet med v?ra policyer, st?ngdes kundens konto. Dessutom avbr?ts kommunikationen med VIP Manager som en del av v?ra procedur?tg?rder. Det ?r dock viktigt att notera att v?rt supportteam f?rblir tillg?ngligt 24/7 f?r att hj?lpa till med alla fr?gor som kunden kan ha, oavsett deras kontostatus.
Vi ?r medvetna om att denna l?sning kanske inte ?verensst?mmer med kundens f?rv?ntningar. Vi vill dock betona v?rt engagemang f?r att ge hj?lp och uppr?tth?lla transparens under hela processen. Samarbete och respektfull kommunikation ?r avg?rande f?r att l?sa eventuella problem p? ett effektivt s?tt, och vi ?r fortsatt engagerade i att st?dja v?ra kunder p? ett konstruktivt s?tt.
Vi uppskattar din f?rst?else och ditt samarbete i denna fr?ga. Om du beh?ver ytterligare f?rtydliganden, tveka inte att h?ra av dig.
Med v?nlig h?lsning,
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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