K?ra alla
Tack f?r ditt t?lamod.
Vi vill f?rtydliga att kundkontot st?ngdes p? grund av att han underl?tit att presentera dokument till oss under mer ?n 30 dagar.
Kunden hade blivit ombedd att tillhandah?lla dokument och verifiera sitt spelkonto den 19/12/2024, han svarade inte p? v?r beg?ran och den 22/01/2025 hade p?minnelser skickats ut f?r att kunden skulle visa upp de beg?rda dokumenten, v?r e-post fick inget svar igen och den 31/01/2025 st?ngdes hans spelkonto och hans spelkonto drogs.
Observera att det inte finns n?gra tidigare e-postmeddelanden fr?n kunden som han h?vdar och det finns inga uppgifter om att han n?gonsin har skickat e-post till oss med de beg?rda dokumenten och kontaktat oss och f?rklarat eventuella problem med webbplatsen.
Kunden hade bara kontaktat oss efter att kontot st?ngdes och hans enda e-postmeddelande med dokumenten kommer f?rst efter att anv?ndarvillkoren till?mpats den 11/02/2025, v?nligen notera att vi hade sett sk?rmdumpen fr?n kunden och att han hade skickat oss e-post till [email protected], observera att denna e-postinkorg inte anv?nds f?r att skicka dokument som han vill att vi ska anv?nda till oss kunder. .
?ven massageinneh?llet ?r automatiserat och det ?r inte fr?n m?nskligt, ?ven det automatiserade svaret anger tydligt att spelaren m?ste g? till sin verifieringsflik f?r att kontrollera verifieringsstatusen.
Kunden hade aldrig n?tt kundsupportagenten eller inget annat e-postmeddelande hade skickats till oss
V?nligen informeras om att kundens spelkonto st?ngdes med f?ljande regler och villkor som han hade kommit ?verens om n?r han skapade sitt spelkonto hos oss.
5.3 Du m?ste tillhandah?lla dessa dokument och information inom 30 (trettio) dagar efter att beg?ran gjordes. Vi f?rbeh?ller oss r?tten att h?lla inne betalning och/eller st?nga av ditt konto tills du tillhandah?ller de dokument och information som vi beg?rt, och att permanent st?nga ditt konto om du inte g?r det i tid. Vi kommer vanligtvis att verifiera dina dokument och information inom 10 (tio) dagar efter att v?r beg?ran har besvarats i sin helhet, men beroende p? omst?ndigheterna och komplexiteten i ett givet fall kan ytterligare tid och/eller kontroller kr?vas f?r att slutf?ra verifieringen.
Vi hoppas att detta klarg?r situationen f?r dig.
Om du har ytterligare fr?gor, tveka inte att fr?ga oss.
B?sta h?lsningar
PowerUp Casino
Dear all
Thank you for your patience.
We would like to clarify that customer account was closed due to the fact that he failed to present us documents for more than 30 days .
Customer had been requested to provide documents and verify his gaming account at 19/12/2024 , he didn't answered our request and at 22/01/2025 reminder emails had been send for the customer to present us the requested documents , our email didn't have a reply again and at 31/01/2025 his gaming account was closed and his funds deducted.
Please note that there are no prior emails from the customer as he claims and there is no records that he ever send us email with the requested documents and contacting us and explaining any issue with the website.
The customer had only contacted us after the account was closed and his only email with the documents is coming only after the Terms and Conditions were applied at 11/02/2025 , kindly note that we had seen the screenshot from the customer and that he had send us email to [email protected] please note that this email inbox is not used for documents to be send and if customer wants us to send us documents he need to use [email protected] .
Also the massage content is automated and it is not from human , also the automated response clearly states that the player need to go to his verification tab to check the verification status.
Customer had never reached customer support agent or no other email had been send to us
Kindly be informed that customer gaming account was closed with the following Terms and Conditions that he had agreed on when creating his gaming account with us.
5.3 You must provide these documents and information within 30 (thirty) days after the request is made. We reserve the right to withhold payment and/or suspend your account until you provide the documents and information we requested, and to permanently close your account if you fail to do so in time. We will usually verify your documents and information within 10 (ten) days after our request is answered in full, however, depending on the circumstances and complexity of a given case, additional time and/or checks may be required to complete verification.
We hope this clarify the situation for you.
If you have any additional questions don't hesitate to ask us.
Best Regards
PowerUp Casino
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