📖 When a case is escalated
A case may be escalated when:
The issue cannot be solved during the first support interaction.
Additional validation is required with Compliance, Finance, or Tech teams.
It involves fraud, scams, or suspicious activity.
The dispute requires detailed review of evidence and more complex decisions.
📖 How escalation works
You open a ticket or dispute via the app or email.
The support team attempts to resolve it first.
If not possible, the case is automatically escalated to the appropriate area.
You’ll be notified within the support chat that your case has been escalated.
A specialist will take over and follow up until resolution.
📖 What to expect from escalation
Resolution time may be longer than average, depending on complexity.
You may be asked for additional information or documents.
The specialized team will carefully review everything before making a decision.
🔒 Important notes
Escalation does not mean your case is lost — it means it’s receiving more priority and deeper analysis.
All escalated cases are logged and internally audited.
You will always receive communication through El Dorado’s official channels.
💡 Useful tips
Respond quickly if the specialized team requests more information.
Be patient: complex cases require more time to ensure a fair resolution.
Keep all receipts and screenshots until the case is closed.
📲 Useful links
👉 The escalation process ensures that delicate cases receive specialized attention and fair decisions.