B?sta Domineli888,
Jag har f?tt ett svar fr?n casinorepresentanten; h?r ?r vad de har sagt:
Hej,
Tack f?r m?jligheten att ge ett ordentligt svar i denna fr?ga.
Vi inser att snabb tillg?ng till dina vinster och respekten f?r dina f?rfr?gningar ?r grundl?ggande aspekter av din upplevelse, och vi ?r dedikerade till att hantera s?dana ?renden med h?gsta omsorg och professionalism.
Vi skulle vilja komprimera alla ?tg?rder i en tidsram f?r att g?ra det l?ttare att f?lja alla detaljer som l?mnades.
F?r det f?rsta s?kerst?ller KYC-processen dina vinsters s?kerhet och smidiga uttag genom att verifiera din identitet och kontouppgifter. Detta skyddar dina pengar, uppfyller regulatoriska krav och uppr?tth?ller en s?ker plattform. I det h?r fallet startade verifieringsprocessen den 4 december, n?r kunden informerades om att det bara kr?vdes n?gra fler dokument f?r att ?ven verifiera betalningsmetoden. Det ?r viktigt att f?rtydliga att verifiering av denna betalningsmetod kr?ver tv? specifika dokument, varav ett kan tillhandah?llas p? tv? olika s?tt.
Senare samma dag verifierades kundens konto fullst?ndigt, vilket gjorde det m?jligt f?r dem att skicka uttagsf?rfr?gningar inom den fastst?llda dagliga gr?nsen p? €700.
F?r det andra, efter att kontot var fullst?ndigt verifierat, kontaktade kunden v?rt team via chatt p? ett s?tt som var aggressivt och uttryckte missn?je med processen. Under denna interaktion uppgav de att de inte l?ngre ville ta emot sina vinster, och alla uttagsf?rfr?gningar angavs som avbrutna av kunden hos oss. I samma chatt tog de upp en beg?ran om att st?nga kontot. Kunden angav ocks? sin avsikt att dela sin erfarenhet offentligt p? forum, en r?ttighet som vi respekterar som en del av ?ppen feedback.
D?refter granskades st?ngningsf?rfr?gan av v?rt team och kundens beg?ran uppfylldes efter att vi bad om feedback och f?rs?kte b?ttre f?rst? de underliggande problemen.
F?r n?rvarande finns ingen annan p?g?ende beg?ran om uttag och kontot st?ngs permanent i enlighet med kundens ?nskem?l.
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.
Tack f?r din f?rst?else och ditt samarbete. Vi hoppas att detta meddelande klarg?r situationen och vi finns h?r f?r alla fr?gor.
Med v?nlig h?lsning,
GoldSpin Team
Dear Domineli888,
I have received a response from the casino representative; here is what they have stated:
Hello,
Thank you for the opportunity to provide a proper response to this matter.
We recognize that timely access to your winnings & the respect of your requests are fundamental aspects of your experience, and we are dedicated to managing such matters with the highest level of care and professionalism.
We would like to compress all the actions into a timeframe, in order to make it more easier to follow all the details that were provided.
Firstly, the KYC process ensures your winnings' security and smooth withdrawals by verifying your identity and account details. This safeguards your funds, meets regulatory requirements, and maintains a safe platform. In this instance, the verification process commenced on December 4th, when the customer was informed that only a few more documents were required in order to verify the payment method, as well. It is important to clarify that verifying this payment method requires two specific documents, one of which can be provided in two different ways.
Later that same day, the customer’s account was fully verified, enabling them to submit withdrawal requests within the established daily limit of €700.
Secondly, after the account was fully verified, the customer engaged with our team via chat in a manner that was aggressive and expressed dissatisfaction with the process. During this interaction, they stated that they no longer wished to receive their winnings, and all of the withdrawal requests were stated as canceled by the customer on our end. In the same chat, they raised a request to close the account. The customer also indicated their intention to share their experience publicly on forums, a right we respect as part of open feedback.
Subsequently, the closure request was reviewed by our team and the customer’s request was fulfilled after we asked for feedback and tried to understand better the underlying concerns.
At the time being, there is no other pending withdrawal request and the account is permanently closed in accordance with the customer's wishes.
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.
Thank you for your understanding and cooperation. We hope this message clarifies the situation and we are here for any questions.
Best regards,
GoldSpin Team
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