5 days ago, we announced that there was a system downtime that lasted for approximately 20 hours, a patch was developed, tested and deployed and we are happy to announce that the system has been performing amazingly well since then. It is worth mentioning that about 96% of affected users who were contacted by mail has completed the required steps and has had their refunds processed successfully.
The refund process is fully automated and after 6 successful months, we have come to realize that congestion is a major issue for automated systems and to combat future potential congestion issues, we have upgraded our platform with anti-congestion systems, these measures ensures that there would never be any issues of congestion ever again and refunds can be processed fast without any hitches.
CHANGES USERS SHOULD EXPECT
PAUSED KYC REVIEW: Users who registered and submitted KYC requests from the 4th of June 2023 would NOT be reviewed by the system until all the pending refund requests has been processed, there are currently a lot of users who has not completed all the requirements for the refund and priority is placed on these users to ensure that their refund process is seamless without the issue of congestion affecting the automated process.
If you have a further questions or enquirers, don't hesitate to reach out to our Livechat support agents, we would be happy to answer your questions!.