Dragi Enrico_P,
Hvala vam puno što ste podneli žalbu. Žao mi je što čujem za vaš problem.
Imajte na umu da je KIC veoma važan i suštinski proces, tokom kojeg kazino osigurava da se novac pošalje pravom vlasniku. Kako nemaju luksuz da fizički vide sve igrače i provere njihove identifikacione i dokumente, to je jedini način na koji kockarske ustanove mogu da završe procedure verifikacije. Nijedan od ozbiljnih i licenciranih kazina ne shvata KIC olako i može potrajati nekoliko radnih dana da se ovaj temeljni proces završi.
Razumem da ste se možda osećali nestrpljivim i frustriranim tokom celog procesa verifikacije. Međutim, pošto ste odigrali čitav svoj balans, sa žaljenjem vas obaveštavamo da nismo u mogućnosti da vam dalje pomognemo. Po našem mišljenju, nemate pravo na povraćaj novca jer je novac izgubljen u igri.
Obavestite me ako još nešto mogu da vam pomognem, inače će ova žalba biti zatvorena. Hvala na razumevanju.
Srdačan pozdrav
Veronika
Dear Enrico_P,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.
I understand that you may have felt impatient and frustrated with the entire verification process. However, since you have played through your entire balance, we regret to inform you that we are unable to assist you any further. In our opinion, you are not entitled to any refunds as the money has been lost in the game.
Please let me know if there is anything else I can help you with, otherwise, this complaint will be closed. Thank you for your understanding.
Best regards
Veronika
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