K?ra Michal,
Efter att ha granskat detta p?st?ende vill vi f?rtydliga det h?r fallet genom att ge en mer detaljerad f?rklaring. Den h?r e-posttr?den startade fr?n en chatt med klienten d?r han beg?rde en bonus den 27 maj. Han erbj?ds en bonus som ett uppf?ljande mejl.
Efter att ha tagit emot bonusen via e-post beg?rde spelaren st?ngning, han informerades uttryckligen om att skicka sin beg?ran till l?mplig e-postadress f?r korrekt hantering. Detta kr?vs eftersom s?dana f?rfr?gningar m?ste granskas och konton unders?kas av det v?l utbildade teamet. Det finns olika nyanser n?r det kommer till s?dana f?rfr?gningar, s? denna procedur kr?vs av alla v?ra spelare.
Spelaren fortsatte att skicka sin kommunikation i samma e-posttr?d vilket ledde till en viss f?rsening med hanteringen av hans beg?ran. "Re: Din e-postf?rfr?gan" ?r en hel tr?d d?r om du kollar det f?rsta svaret fr?n spelaren p? den s? var e-postadressen igen [email protected] s? all korrespondens i den tr?den har inte skickats in ordentligt sedan b?rjan.
I den h?r tr?den kan man se att agenten som ocks? hanterade hans bonusf?rfr?gan flera g?nger informerat honom om att skicka ett e-postmeddelande till r?tt adress. Han ignorerades inte och blev ordentligt instruerad hela tiden efter att han best?mt sig f?r att han inte vill ha bonus den 27 maj d? hela korrespondensen i denna tr?d ?r samma dag.
Efter det kommer vi till den tidigare f?rklarade situationen d?r han fortsatte att skicka f?rfr?gningar till den felaktiga adressen.
Du kan direkt m?rka en skillnad i hanteringen j?mf?rt med det datum d? han korrekt skickade ett e-postmeddelande till r?tt adress och beg?ran. Vi vill nu ?ven ta upp v?r tidigare f?rklaring som g?llde det korrekt inl?mnade e-postmeddelandet den 7 juni. Detta var det f?rsta ordentligt mottagna e-postmeddelandet, vilket ocks? kan ses av CG-personalen sedan Petronela var p? CC p? den beg?ran.
Sammanfattningsvis hanterade vi hans f?rfr?gan ordentligt n?r den v?l skickades in i ett korrekt format som inte var ett svar p? en tr?d som f?rst?eligt nog skulle orsaka f?rseningar och f?rvirring och slutligen skickades den till r?tt adress.
H?lsningar,
GrandWin Casino
Dear Michal,
Upon reviewing this claim, we want to clarify this case by providing a more detailed explanation. This e-mail thread started from a chat with the client where he requested a bonus on the 27th of May. He was offered a bonus as a follow-up e-mail.
Upon receiving the bonus via e-mail the player then requested closure, he was explicitly informed to send his request to the appropriate e-mail address for proper handling. This is required as such requests have to be reviewed and accounts investigated by the properly trained team. There are various nuances when it comes to such requests, so this procedure is required by all of our Players.
The Player continued sending his communication in the same e-mail thread which led to some delay with the handling of his request. "Re: Your email request" is a whole thread where if you check the first reply from the Player on it, the e-mail address was once again [email protected] so all of the correspondence in that thread was not properly submitted ever since the beginning.
In this thread it can be seen that the agent who also handled his bonus request informed him several times to submit an e-mail to the proper address. He was not ignored and was properly instructed at all times after he decided that he does not want a bonus on the 27th of May as the whole correspondence in this thread is on the same day.
Following that we come to the previously explained situation where he continued sending requests to the incorrect address.
You can immediately notice a difference in the handling compared to the date when he properly submitted an e-mail to the correct address and request. We now want to address our previous explanation as well which was regarding the properly submitted e-mail on the 7th of June. This was the first properly received e-mail as can be seen by CG staff as well since Petronela was on CC to that request.
In conclusion we handled his request properly once it was submitted in a correct format which was not a reply to a thread which would understandably cause delay and confusion and lastly it was submitted to the correct address.
Regards,
GrandWin Casino
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