EternalSlots wrote:Hello Elizabeth Donnelly,
Hope you're feeling well and staying safe today.
Please note that we have taken some time to make sure all the details regarding this situation are fully transparent, and that none is left unexplained, having in mind the nature of the mentioned issue.
I must emphasize the importance of the situational awareness ones required to have when you find yourself in a process of any kind of purchase, deposit, withdrawal transaction, and similar procedures. Sometimes, due to lack of it, inconvenience could occur which can hurt or destabilize the relationship between the Customer and the Company. For sure, none of the parties is looking forward to see it happen.
Unfortunately, in your situation, it seems that the "TON Deposit" protocol has not been complied with in a indicated way nearing the very last step, missing to applying MEMO/TAG along the road. As our Cashier indicates (please see the attachment section) this step as the most important within the procedure, there are not many ways we can assist if the mentioned step has failed to be fulfilled, since having the MEMO/TAG is the pretty much the only we can fully identify and disclose an individual TON Transaction. Allocated IT/Finance Teams were not able to locate funds you've tried sending to our Wallet, and sadly, the Deposit seems to be lost in the Mempool, not being completed.
Our Management/Pitboss and Support Team have obviously worked together on making things easier for you, by applying the Chip in your statement.
At the moment, you have an active balance on your account, which is preventing my goodwill to intervene currently. I was wanting to apply another Bonus for you to give it another shot at winning at Eternal Slots Casino, with hopes that none of this will ever happen again.
Once your balance is cleared, our Live Chat Support will on your mark add the Bonus, simply let them know by opening a conversation with them directly from the site.
Wishing you a terrific rest of the day, and a very successful week ahead.
Best regards,
Mario Lorenzo
Eternal Slots Casino
Dear Elizabeth Donnelly,
Could you please confirm if you have seen the rep's response?
Thank you.