Dragi saeedsaru786,
Hvala vam puno što ste podneli ovu 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 završi ovaj temeljni proces.
Možete li da navedete koje ste druge dokumente osim lične karte vašeg sina poslali u kazino na verifikaciju? Možete li ljubazno opisati detaljnije kako to da ste poslali pogrešnu ličnu kartu kazinu?
Da li vaš sin živi u istom domaćinstvu sa vama? Da li je koristio isti uređaj kao i vi za pristup kazinu?
Nadam se da ćemo moći da vam pomognemo da rešite ovaj problem što je pre moguće. Hvala unapred na odgovoru.
Srdačan pozdrav
Veronika
Dear saeedsaru786,
Thank you very much for submitting this 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.
Could you please specify which other documents besides your son's ID you sent to the casino for verification? Could you kindly describe in more detail how come you sent a wrong ID to the casino?
Does your son live in the same household as you? Did he use the same device as you to access the casino?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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