K?ra alla,
Tack f?r att du tog upp din oro ang?ende spelarens v?ntande utbetalning.
F?r det f?rsta, vi uppskattar spelarens t?lamod och f?rst?else n?r vi implementerar v?r f?rb?ttrade granskningsprocedur. Det prim?ra syftet med denna procedur ?r att s?kerst?lla s?kerheten och s?kerheten f?r b?de v?ra spelare och integriteten hos v?r spelplattform. ?ven om vi f?rst?r att det kan leda till vissa f?rseningar, kan du vara s?ker p? att det ?r ett viktigt steg f?r att uppr?tth?lla de h?gsta standarderna f?r driften.
Vi ?r medvetna om att de standardkontroller som utf?rs av v?r relevanta avdelning har genomf?rts framg?ngsrikt. Anledningen till den fortsatta f?rseningen i behandlingen av utbetalningen beror dock p? ett specifikt villkor som beskrivs i v?ra allm?nna villkor under avsnitt 93, som ?r relaterat till v?ra f?rfaranden mot penningtv?tt. Det relevanta avsnittet i fr?ga lyder som f?ljer:
"Inga uttag ska accepteras fr?n kontot om en period p? tre (3) m?nader har f?rflutit fr?n det att den senaste framg?ngsrika ins?ttningen gjordes. I s?dana fall kommer en ny minimiins?ttning att kr?vas."
I det h?r fallet visar v?ra register att spelaren inte har gjort en framg?ngsrik ins?ttning under de senaste tre m?naderna. Enligt de angivna villkoren kr?vs en ny minimiins?ttning f?r att forts?tta med utbetalningen. N?r den erforderliga ins?ttningen har gjorts kommer vi att kunna behandla utbetalningen utan ytterligare problem.
Vi f?rst?r att denna policy ibland kan vara till besv?r, men den ?r en viktig del av v?rt ?tagande att uppr?tth?lla en s?ker och kompatibel spelmilj? f?r alla v?ra spelare. Du kan vara s?ker p? att s? snart spelaren g?r den n?dv?ndiga ins?ttningen kommer vi att p?skynda frisl?ppandet av deras v?ntande utbetalning.
Om du beh?ver ytterligare information om detta ?rende, tveka inte att kontakta oss.
V?nliga h?lsningar,
Big5Casino Klagom?lsteam
Dear all,
Thank you for bringing up your concerns regarding the player's pending payout.
Firstly, we appreciate the player's patience and understanding as we implement our enhanced reviewing procedure. The primary purpose of this procedure is to ensure the safety and security of both our players and the integrity of our gaming platform. While we understand that it may lead to some delays, please rest assured that it is an essential step to uphold the highest standards of operation.
We are aware that the standard checks performed by our relevant department have been completed successfully. However, the reason for the continued delay in processing the payout is due to a specific condition outlined in our General Terms and Conditions under Section 93, which is related to our Anti-Money Laundering Procedures. The relevant section in question reads as follows:
"No withdrawals shall be accepted from the accounts if a period of three (3) months has elapsed from when the last successful deposit was made. In such cases, a new minimum deposit will be required."
In this case, our records indicate that the player has not made a successful deposit within the past three months. As per the terms stated, in order to proceed with the payout, a new minimum deposit is required. Once the required deposit is placed, we will be able to process the payout without any further difficulties.
We understand that this policy might be an inconvenience at times, but it is a vital component of our commitment to maintaining a secure and compliant gaming environment for all our players. Rest assured that as soon as the player makes the necessary deposit, we will expedite the release of their pending payout.
In case you require any further information related to this case, please do not hesitate to contact us.
Sincerely,
Big5Casino Complaint Team
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