Draga Dominika,
Hvala vam što ste nam se obratili sa ovim slučajem.
Želimo da vas obavestimo da je KIC standardna procedura koja se primenjuje na sve igrače. S tim u vezi, od korisnika su zatražene dokumente kako bi se osigurali kanali plaćanja koji se koriste za povlačenje.
Dokumenti koje su nam dali nisu bili dovoljni i naš tim je ipak morao da nastavi sa KIC proverom. Zatražili su alternativne dokumente kako bi dokazali vlasništvo nad metodama plaćanja koje koristi igrač. Stoga im je zatražen izvod kreditne kartice kako bi se utvrdio vlasnik virtuelne bankarske kartice koja je korišćena za uplatu depozita.
Za više informacija pogledajte naše uslove i odredbe:
7.3.10. Svako povlačenje prolazi kroz proces verifikacije identiteta i određene metode depozita mogu zahtevati dodatnu verifikaciju; stoga se od kupaca može tražiti da dostave dodatne dokumente. Ovo može dovesti do određenog kašnjenja u potvrdi povlačenja.
Evo veze za referencu https://24slots.com/pages/terms-and-conditions
Pored toga, bili smo u stalnoj komunikaciji sa klijentima, objašnjavajući im šta je tačno potrebno. Oni su, međutim, poslali dokumenta po kojima se nije moglo utvrditi vlasnik kartice. Na kraju su dali potreban dokument i trenutno im je račun obezbeđen.
Pozdravi,
24Slots Casino
Dear Dominika,
Thank you for reaching us with this case.
We would like to inform you that the KYC is a standard procedure, applied to all players. In this regard, the user was asked for documents in order to secure the payment channels used for the withdrawal.
The documents they provided us with, were insufficient and our team still had to proceed with the KYC check. They requested alternative documents in order to prove the ownership of the payment methods used by the player. Hence, they were asked for a credit card statement so that the owner of the virtual bank card which was used to make deposits can be ascertained.
For more information please refer to our terms and conditions:
7.3.10. Each withdrawal goes through an identity verification process and certain deposit methods might require additional verification; therefore, customers might be asked to provide additional documents. This might result in some delay in the withdrawal confirmation.
Here is a link for reference https://24slots.com/pages/terms-and-conditions
Furthermore, we have been in constant communication with the customer, explaining to them what exactly is required. However, they sent documents that could not be used to determine the owner of the card. Eventually, they provided the needed document and at the moment their account is secured.
Regards,
24Slots Casino
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