Dragi jman8,
Hvala vam puno što ste podneli ovu žalbu. Žao mi je što čujem za vaš problem sa Betvai kazinom i razumem vašu zabrinutost.
Da li možete normalno da pristupite svom nalogu, iako ste primili e-poštu da je vaš nalog blokiran?
Da li ste koristili bilo koji VPN ili softver za maskiranje IP-a da promenite svoju stvarnu lokaciju kada pristupate svom kazino nalogu?
Možete li potvrditi da li ste prošli punu KIC verifikaciju?
Što se tiče vašeg zahteva za povlačenje, imajte na umu da je sasvim uobičajeno da povlačenja prođu nekoliko dana ili čak nedelja da se u potpunosti obrađuju. To znači da može proći neko vreme pre nego što se novac pojavi na vašem računu. Ovo kašnjenje može biti uzrokovano nedovršenom KIC verifikacijom ili velikim brojem zahteva za povlačenje.
Zbog toga savetujemo igrače da budu strpljivi, da u potpunosti sarađuju sa kazinom i da sačekaju najmanje 14 dana nakon zahteva za povlačenje pre nego što podnesu žalbu.
Ako je vaš nalog uspešno verifikovan, vaša istorija igara proverena, vaše povlačenje je odobreno od strane kazina, a još uvek niste primili svoje dobitke 14 dana od kada ste zahtevali povlačenje, obavestite nas i mi ćemo intervenisati i pokušati da pomognemo ti.
Hvala unapred na strpljenju i razumevanju.
Srdačan pozdrav,
Veronika
Dear jman8,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem with Betway Casino and understand your concern.
Are you able to access your account normally, although you received an email about your account being blocked?
Have you used any VPN or IP-masking software to change your real location when accessing your casino account?
Could you please confirm if you passed the full KYC verification?
Regarding your withdrawal request, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Veronika
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