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In June, we launched two new payment methods:

  • Sofort, for instant bank deposit in several countries including Germany and Austria.
  • Paysafecard, the most popular prepaid card voucher.

 

Paysafecard is being gradually rolled out into more and more countries.

Withdrawals

In June, we once again broke the record for number of withdrawal requests received. I’m extremely proud to announce that we have managed to keep the handling times far under the industry norm.

The Median Handling Time, which is the time between when you request a withdrawal until we process it, increase by a fraction from 5.6 to 5.67 minutes.

March April May June
Median Handling Time 6 minutes 5.9 minutes 5.6 minutes 5.67 minutes

 

This once again means that most of you wait less than six minutes before we approve your withdrawal and if you are using an instant withdrawal method such as Trustly, Euteller, or Entercash, the money is usually in your bank account or e-wallet right away.

Customer Service

Just like we broke the record number of withdrawals, we also received a record number of live chats. Nonetheless, first-response times remained stable at 9 seconds.

Chat ratings remained stable at 4.72 out of 5 stars. This is still a little bit below where we were several months ago and at the same time it’s an improvement over the last couple of months.

The average reply time for email has decreased a lot, down to 41 minutes. Most email tickets receive their first reply within one hour. Over all, tickets are on average resolved well within one day.

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Uttagstid och kundtjänst, juni 2017

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New payment methods: GiroPay and EPS

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