Hvala vam na e-poruci i dodatnim informacijama.
Dragi Alihasnaine ,
Mislim da kazino ne treba ništa da objašnjava. Onlajn kazina imaju pravo da traže od igrača dodatne dokumente tokom KIC/verifikacije.
Nije sasvim jasno zašto im je potrebna i vaša lična karta, međutim, nije neobično da kazino traži od igrača drugu ličnu kartu. Stoga vam toplo preporučujem da kazinu dostavite traženi dokument(e) što je pre moguće.
Imam i još nekoliko pitanja da razjasnim situaciju. Možete li potvrditi sledeće i odgovoriti na moja pitanja:
- Kazino je od vas zatražio drugu ličnu kartu krajem avgusta, a vi je još uvek niste dali. Ako je to tačno, zašto?
- Povukli ste se iz kazina više nego što ste položili (ukupno).
- Trenutno nema stanja na vašem spornom kazino računu u Betmaster kazinu. Ako je to tačno – koji je razlog zašto želite da prođete KIC/verifikaciju?
- Ako nema sredstava na vašem kazino računu, šta se desilo sa njima?
- Kada ste u mogućnosti da date kazinu traženi dokument(e)?
Iako nema smisla zašto "gurate" verifikaciju unapred ako nema sredstava na vašem kazino računu, mislim da to neće biti moguće bez vaše pune saradnje i pružanja traženog. Nažalost, nećemo moći nikuda da se preselimo, pa stoga, ako ne možete da im date ličnu kartu, nisam siguran kako da vam dalje pomognemo u vezi sa tim, a moguće je da ćemo biti primorani da razmislimo o zatvaranju žalbe /odbijanje.
Radujemo se Vašem odgovoru.
Thank you for your email and additional information.
Dear Alihasnain,
I do not think that the casino needs to explain anything. Online casinos have the right to ask players for additional documents during KYC/verification.
It is not completely clear why they also need your ID, however, it is not unusual for a casino to ask players for another ID. Therefore, I strongly recommend you provide the casino with the requested document(s) as soon as possible.
I also have a few more questions to clarify the situation. Can you please confirm the following and answer my questions:
- The casino asked you for another ID at the end of August, and you still have not provided it. If that is correct, why?
- You withdrew from the casino more than deposited (overall).
- There is currently no balance on your disputed casino account at Betmaster Casino. If that is correct - what is the reason you want to pass the KYC/verification?
- If there are no funds in your casino account, what happened with them?
- When are you able to provide the casino with the requested document(s)?
Although it makes no sense why you "push" the verification forward if there are no funds in your casino account, I think that it will not be possible without your full cooperation and providing the requested. Unfortunately, we will not be able to move anywhere, and therefore, if you cannot provide them with your ID, I am not sure how we can help you further with the matter, and it is possible we will be forced to think about complaint closure/rejection.
Looking forward to hearing from you.
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