The player from Russia faces difficulties with document verification at the casino, as their passport and driver's license have been rejected despite prior assurance that Russian documents would be accepted. The casino suggests providing another documents.
Igrač iz Rusije se suočava sa poteškoćama sa verifikacijom dokumenata u kazinu, pošto su im pasoš i vozačka dozvola odbijeni uprkos prethodnom uveravanju da će ruska dokumenta biti prihvaćena. Kazino predlaže da se dostavi još jedna dokumentacija.
Odbijaju moja dokumenta da dam pasoš i vozačku dozvolu. Iako su u početku, pre registracije, uveravali da će prihvatiti ruska dokumenta. To objašnjavaju time da kasne ili nude da dostave drugi dokument. Verifikacija se odvija preko treće organizacije, Veriff.
They reject my documents that I provide a passport and driver's license. Although initially, before registration, they assured that they would accept Russian documents. They explain this by saying that they are overdue or offer to provide another document. Verification takes place through a third organization, Veriff.
Dragi Alterburn,
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 olako KIC.
Nadam se da ćemo moći da vam pomognemo da rešite ovaj problem što je pre moguće. Hvala unapred na odgovoru.
Srdačan pozdrav,
Tomas
Dear alterburn,
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.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Tomas
Zdravo Tomas, moji dokumenti su potpuno validni, a informacije u dokumentima i koje sam naveo da su tačne. Na primer, moja vozačka dozvola. Poslati vas da mi pošaljete dijalog sa podrškom
Hello Thomas my documents are fully valid and information in documends and that i provade them is correct. For example my driver license. Send you to mail my dialog with support
Hvala na pruženim informacijama.
Da li ste video snimak poslali i kazinu na pregled odeljenju za rizik? Da li je vaša prijava bila uspešna?
Molim te javi mi.
Thanks for the provided information.
Did you submit the video also to the casino for the risk department to review? Was your submission successful?
Please let me know.
Zdravo, Tomas. Da, dobro ste razumeli, poslao sam video u odeljenje rizika kazina. Ovaj video je posebno snimljen za ovu svrhu. Dugo sam insistirao na ručnom pregledu dokumenata. Kao odgovor, oni su tražili da snime ovaj video, ali i dalje nisu bili zadovoljni njime. Suština je da oni stoje na svom mestu, navodno moja dokumenta su nekako pogrešna. Čak ni sam VERIFF ne odgovara na moju poštu. Basebet tehnička podrška takođe ne želi da organizuje da pregovaramo između VERIFF podrške i mene. Takođe, na samom bejzbetu sam bio blokiran u četovanju gde igrači komuniciraju nakon što sam pitao da li je neko prošao verifikaciju na bejzbetu sa ruskim dokumentima.
Hello, Tomas. Yes, you understood correctly, I sent the video to the casino's risk department. This video was specially recorded for this purpose. I insisted for a long time on manually reviewing the documents. In response, they requested to record this video, and they were still not satisfied with it. The bottom line is that they stand their ground, supposedly my documents are somehow wrong. Even VERIFF himself doesn't reply to my mail. Basebet technical support also doesn't want to arrange for us to negotiate between VERIFF support and me. Also, on the Basebet itself, I was blocked in the chat where the players communicate after I asked if anyone had passed the verification on the Basebet with Russian documents.
Hvala vam puno, alterburn, što ste dali potrebne informacije. Vašu žalbu ću sada preneti koleginici Mirki ( miroslava.d@casino.guru ) koji će vam biti na usluzi. Želim vam puno sreće i nadam se da će problem biti rešen na vaše zadovoljstvo u bliskoj budućnosti.
Thank you very much, alterburn, for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Dragi Alterburn,
Zovem se Mirka i pomagaću vam u rešavanju ovog slučaja. Sada bih želeo da pozovem predstavnika Basebet kazina da se pridruži ovom razgovoru.
Dragi Basebet kazino,
Možete li da date pojašnjenje u vezi sa ovim slučajem?
hvala unapred,
Mirka
Dear alterburn,
My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Basebet Casino representative to join this conversation.
Dear Basebet Casino,
Could you please provide clarification regarding this case?
Thank you in advance,
Mirka
Zdravo svima.
Danas sam im napisao u ćaskanju da sam napravio žalbu protiv njih u CasinoGuru-u i pozvao ih da se pridruže razgovoru kako bi rešili moj problem. Dole ću priložiti snimak ekrana prepiske. Prvi put sam im poslao dokumente mejlom početkom februara, ali ih nisu pročitali. Nakon ponovnog slanja dokumenata, Greg je rekao da je primio moje pismo i da im treba vremena da ga ponovo pregledaju. Onda je došao drugi agent i rekao da sam prekršio sva moguća pravila i da će mi nalog biti blokiran. Nakon toga je moj nalog odjavljen i više ne mogu da mu pristupim. Takođe nisam stigao da sačuvam poslednji deo prepiske, jer sam, dok sam kucao odgovor, izbačen sa naloga.
Hello all.
Today I wrote to them in the chat that I have created a complaint against them in CasinoGuru and invited them to join the conversation to resolve my issue. I will attach a screenshot of the correspondence below. The first time I sent them documents by email was at the beginning of February, but they didn’t read them. After re-sending the documents, Greg said that he received my letter and they need time to review it again. Then another agent came and said that I violated all possible rules and that my account will be blocked. After which my account was logged out and I can no longer access it. I also did not have time to save the last part of the correspondence, because while I was typing a response, I was kicked out of the account.
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Dragi Alterburn,
Dobio sam informaciju da ste povukli svoja deponovana sredstva.
Da li biste to mogli da potvrdite?
Hvala.
Dear alterburn,
I've received information, that you have withdrawn your deposited funds.
Would you be able to confirm that?
Thank you.
Ne. Nisam ništa povukao, moj nalog je blokiran. Ne vidite ovo?
No. I didn't withdraw anything, my account was blocked. You dont see this?
Dragi Alterburn,
Ja komuniciram sa kazinom van ove teme.
Obavestiću vas, ako bude bilo kakvih ažuriranja.
Dear alterburn,
I am communicating with the casino outside of this thread.
I will let you know, if there are any updates.
Besplatni profesionalni edukativni kursevi za zaposlene u online kazinima usmereni na najbolje prakse u industriji, poboljšanje iskustva igrača i pošten pristup kockanju.
Inicijativu koju smo pokrenuli s ciljem stvaranja globalnog sistema samoisključenja, koji će omogućiti ranjivim igračima da blokiraju pristup svim mogućnostima online kockanja.
Casino.guru je nezavistan izvor informacija o online kazinima i online kazino igrama, i nije kontrolisan od strane bilo kojeg operatora igara ili bilo koje druge institucije. Sve naše recenzije i vodiči su kreirani iskreno, u skladu sa najboljim znanjem i rasuđivanjem naših članova iz ekspertskog tima; ipak ovaj sadržaj je napravljen u informativne svrhe i ne bi smeo i trebao da se tumači kao pravni savet. Bitno je da uvek ispunite sve regulatorne zahteve pre nego počnete igrati u određenom kazinu.
Proverite svoj inboks i kliknite na link koji smo Vam poslali:
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Proverite svoj inboks i kliknite na link koji smo Vam poslali: youremail@gmail.com
Link će isteći za 72 časa.
Proverite svoj "Spam" ili "Promotions" folder ili kliknite na dugme ispod.
Konformacioni e-mail je poslat ponovo.
