as you well know, in the time since you have placed this complaint, we have paid you out more withdrawals, including the money that we already got back from your bank.
We are not making you wait for this other $2000 for fun or to be annoying...
It is very unfortunate that your bank refuse the incoming money and that was entirely out of our control.
Now we have to wait for this money to come back to us before we can credit it to your account.
To answer your points:
There is nothing we can fix. The issue was with your own bank and now we can only wait for them to send back the money.
We indeed could not track the money.
When a bank sends money to another bank by the SWIFT system, it gets a confirmation that the money was sent and by what route. It does not get confirmation that the end user of the other bank received the money or where the money is.
As your bank refused it, the first money was sent back to us. Once it was received, we have credited it back to you.
According to you, they have not credited the other amount either. Most likely they refused too but so far we have not gotten it back. Now we need to wait for it to be credited back to us.
The issue was with your bank, not ours and we are doing everything we can to help you. When things are in our control, such as paying you out when the money was received, we have done it immediately. We do not control the actions of your own bank though and right now we are waiting on them to send back the money.
Kahuna Casino Manager