Dragi Aamir223,
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 izvinjavam se, ali ako ste dali tuđi dokument(e) da potvrdite svoj identitet, ovo je ozbiljna greška, a ne mala. Zašto bi neko uopšte imao ovakvu tuđu kartu? Ne mogu da zamislim scenario u kome ovo ne bi bilo sumnjivo.
Moram da naglasim da je kazino postupio korektno i da je blokiranje vašeg naloga bilo u okviru njihovih prava.
Molim vas, javite mi ako još nešto mogu da vam pomognem, inače ću zatvoriti ovu žalbu.
Hvala vam na razumevanju.
Srdačan pozdrav,
Kristina
Dear Aamir223,
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 I apologize, but if you provided someone else's document(s) to verify your identity, this is a serious mistake, not a small one. Why would anyone even have someone else's card like this? I cannot imagine a scenario in which this wouldn't be suspicious.
I must emphasize that the casino acted correctly and blocking your account was within their rights.
Please, let me know if there is anything else I can help you with, otherwise, I will close this complaint.
Thank you for your understanding.
Best regards,
Kristina
Automatski prevedeno: