親愛なるショーン、
苦情を提出していただき、誠にありがとうございます。ご不便をおかけして申し訳ございません。問題が何であるかを完全に理解できるように、いくつかの質問に答えてもらえますか？これが最初の引き出しでしたか？どの支払い方法を使用しましたか？
さらに、KYC（Know Your Customer）としても知られる本人確認のプロセス全体が完了したことを確認できますか？カジノは常にお金がアカウントの正当な勝者/所有者に送られることを確認したいので、KYCを非常に真剣に受け止めます。よろしくお願いします。
宜しくお願いします、
ペトロネラ
Dear Sean,
Thank you very much for submitting your complaint. I’m sorry to hear about your unpleasant experience. Please, could you answer a few questions, so that I can fully understand what the issue might be? Was this your first withdrawal? What payment method did you use?
Furthermore, please, could you confirm that you completed the whole process of identity verification, also known as KYC (Know Your Customer)? Casinos take KYC very seriously as they want to make sure that the money is always sent to the rightful winner/owner of the account. Thank you very much in advance for your reply.
Best regards,
Petronela
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