K?ra alla,
Tack f?r ditt t?lamod!
Vi har genomf?rt en grundlig utredning i ?rendet och vill informera dig om att kundens konto st?ngdes d? de inte klarade verifieringen av sin betalningsmetod, inklusive efter en p?minnelse fr?n v?rt team.
Vi f?rstod och erk?nde kundens of?rm?ga att tillhandah?lla Mifinity-pl?nbokshistoriken i PDF-format, n?r den gavs till oss den 4 september 2024. Enligt v?rt svar fr?n den 7 september accepterar vi transaktionshistoriken som best?r av sk?rmdumparna (som redan fanns i kundens ?go), helt enkelt sammanst?llda till en PDF-fil. Ytterligare en p?minnelse ang?ende handlingarna skickades till kunden den 24 oktober. Vi har dock inte f?tt den beg?rda dokumentationen i det format som beh?vs f?rr?n den 8 november, det datum d? kontot st?ngdes.
Kundens konto st?ngdes i enlighet med villkoren, n?mligen f?ljande artikel:
9.3 Du m?ste omedelbart f?rse oss med alla dokument och information vi kan beg?ra, och hj?lpa oss att utf?ra v?ra kontroller, utan on?digt dr?jsm?l och under alla omst?ndigheter inom trettio (30) dagar efter v?r beg?ran. Vi kan st?nga eller begr?nsa ditt konto tills du tillhandah?ller de beg?rda dokumenten, informationen och hj?lpen. Om du misslyckas med att g?ra det till v?r rimliga bel?tenhet inom den tidsfrist som anges ovan, kan vi konfiskera dina vinster, avsluta v?r aff?rsrelation med dig och returnera det ?terst?ende saldot p? ditt konto till dig. Vi kan ocks? h?lla inne alla betalningar till/fr?n ditt konto tills kontrollerna har slutf?rts till v?r bel?tenhet.
F?r att sammanfatta - vi har tillhandah?llit de exakta instruktionerna f?r kunden att slutf?ra verifieringen, men trots instruktionerna och p?minnelserna tillhandah?lls inte dokumenten i det format som kr?vs. Som ett resultat ans?gs verifieringen misslyckas, kontot st?ngdes och vinsterna drogs i enlighet med villkoren.
Vi hoppas att detta hj?lper till att n? en l?sning av ?rendet.
Med v?nlig h?lsning,
Cadabrus team
Dear all,
Thank you for your patience!
We have conducted a thorough investigation into the matter, and would like to inform you that the customer's account was closed as they did not pass the verification of their payment method, including after a reminder from our team.
We understood and acknowledged the customer's inability to provide the Mifinity wallet history in the PDF format, when it was expressed to us on 4th of September 2024. As per our reply from the 7th of September, we accept the transaction history that consists of the screenshots (that were already in customer's possession), simply compiled into a PDF file. An additional reminder regarding the documents was sent to the customer on October 24th. However, we have not received the requested documentation in the needed format until the 8th of November, the date when the account was closed.
The customer's account was closed in accordance with the Terms and Conditions, namely the following article:
9.3 You must promptly provide us with all of the documents and information we might request, and assist us in conducting our Checks, without undue delay and in any event within thirty (30) days of our request. We may close or limit your account until you provide the requested documents, information and assistance. If you fail to do so to our reasonable satisfaction within the deadline indicated above, we may confiscate your winnings, terminate our business relationship with you, and return the remaining balance of your account to you. We may also withhold any payment to/from your account until the Checks are completed to our satisfaction.
To summarize - we have provided the precise instructions for the customer to complete verification, however, despite the instructions and reminders, the documents in the required format were not provided. As a result, the verification was considered failed, the account was closed and the winnings were deducted in accordance with the Terms and conditions.
We hope this helps reach the resolution of the case.
Best regards,
Cadabrus team
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