Igrač iz Argentine ima poteškoća da povuče svoj dobitak zbog verifikacije koja je u toku. Žalba je odbijena jer igrač nije odgovarao na naše poruke i pitanja.
The player from Argentina is experiencing difficulties withdrawing his winnings due to ongoing verification. The complaint was rejected because the player didn't respond to our messages and questions.
Igrač iz Argentine ima poteškoća da povuče svoj dobitak zbog verifikacije koja je u toku. Žalba je odbijena jer igrač nije odgovarao na naše poruke i pitanja.
Zdravo, dobar dan, imam problema sa dokumentima. Poslao sam najmanje 20 priznanica i sve su poništene. Kažu mi da pošaljem originalnu kopiju pdf datoteke koju sam im poslao, ja im pošaljem i kažu mi da probam drugu, istina je veoma tužna situacija za mene pošto sam komunicirao sa najmanje 10 agenata i oni svi mi odgovaraju isto, moj novac je i dalje tu i moja dokumenta nisu neodobrena, zaista jedino što primećujem je da se pravdaju što mi nisu dali da izvadim novac!
Hi, good afternoon, I've been having problems with my documents. I've sent at least 20 receipts and they've all been cancelled. They tell me to send an original copy of the pdf file that I've sent them, I send them and they tell me to try another, the truth is A very sad situation for me since I have communicated with at least 10 agents and they all answer me the same thing, my money is still stuck there and my documents are not disapproved, really the only thing I notice is that they make excuses for not letting me get out my money!
Poštovani santiblock16,
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 može potrajati nekoliko radnih dana da se ovaj detaljan proces završi.
Da li ste obavešteni šta konkretno predstavlja problem u verifikaciji vašeg naloga? Da li sam dobro razumeo da su vaši dobici prikupljeni od besplatnog bonusa?
Nadam se da ćemo moći da vam pomognemo da rešite ovaj problem što je pre moguće. Hvala unapred na odgovoru.
Srdačan pozdrav,
Petronela
Dear santiblock16,
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 takes KYC lightly and it might take a few working days to complete this thorough process.
Have you been informed what specifically seems to be a problem in verifying your account? Do I understand correctly that your winnings were accumulated from a free bonus?
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,
Petronela
Zdravo, naravno da razumem da je to besplatan bonus, ali završio sam korišćenje bonusa i u kazinu su mi rekli da je dobitak moj, onda sam deponovao oko 7500 argentinskih pezosa, ne razumem zašto ne prihvataju poslata dokumenta pošto su to dokumenti koji izuzetno pokazuju moju verifikaciju identiteta, jedino što mogu da cenim je grubost podrške koja mi je rekla da sam ranije pročitao uslove i ponovila istu stvar 10 puta, tako da samo odlažu povlačenje novac koji sam zaradio, voleo bih da mi bar vrate I depozit pošto mi ono što sam položio ne izgleda kao mala suma novca, a pored ovoga sam saznavao i vidi se da nisam jedini koji je u ovom kazinu imao glavobolju zbog ovog problema, hvala vam puno.
Hello of course I understand that it is a free bonus but I finished using the bonus and in the casino they told me that the winnings were mine, then I deposited about 7500 Argentine pesos, I do not understand why they do not accept the documents sent since they are documents that show extremely my identity verification, the only thing I can appreciate is the rudeness of the support telling me that I had read the terms and conditions before and repeating the same thing 10 times, so they only delay the withdrawal of the money that I have earned, I would like them to at least return my I deposit since what I have deposited does not seem like a small sum of money to me and in addition to this I was finding out and it is seen that I am not the only one who in this casino has had a headache with this issue, thank you very much.
Hola claro entiendo que es de un bono gratuito pero termine de utilizar el bono y en el casino me dijeron que las ganancias eran mías, luego deposite unos 7500 pesos argentinos, no entiendo porque no me aceptan los documentos enviados ya que son documentos que muestran sumamente mi verificación de identidad, lo único que puedo apreciar es la mala educación de soporte diciéndome que hubiera leído antes los términos y condiciones y repitiéndose 10 veces lo mismo, así solo atrasan el retiro del dinero que eh ganado, me gustaría que almenos me devuelvan mi deposito ya que no me parece una suma pequeña de dinero lo que eh depositado y además de esto estuve averiguando y se ve que no soy el único al que en este casino le hayan echo agarrar dolor de cabeza con este tema, desde ya muchas gracias .
Pa, iz bitStarz-a su mi poslali e-mail u kojem mi kažu da slikam svoje lice pored lične karte, zatim moju fotografiju pored table na ulici u kojoj živim i zatim fotografiju sa ličnom kartom i ime BitStarz kazina sa današnjim datumom i mojim potpisom izgleda da će to biti dovoljno, očigledno mi pomažu da verifikujem račun, nadam se da ću to rešiti i da nemam problema, proveravaju moje podatke i može potrajati do 12 sati, cenim vašu brigu i nadam se da će sve uskoro biti popravljeno!
Well, from bitStarz they have sent me an email telling me to take a photo of my face next to my ID, then a photo of me next to a sign on the street where I live and then a photo of me with my ID and the name of the BitStarz casino with the today's date and my Signature seems that this will be enough, apparently they are helping me to verify the account, I hope I can solve it and not have any problem, they are validating my data and it can take up to 12 hours, I appreciate your concern and hopefully everything be fixed soon!
Bueno de bitStarz me han enviado un mail diciéndome que tome foto de mi cara junto a mi DNI, luego una foto mia junto a un cartel de la calle en donde vivo y luego una foto mia de mi DNI y el nombre del casino BitStarz con la fecha del día de hoy y mi Firma parece que con eso sera suficiente , alparecer me están ayudando a verificar la cuenta, espero poder solucionarlo y no tener ningún inconveniente, están validando mis datos y puede tomar hasta 12 horas, agradezco su preocupación y ojalá todo se solucione pronto!
Zaista ne znam šta još žele od ovog kazina, onemogućili su mi da podignem svoj novac. Samo ih molim da mi vrate depozit jer nigde ne piše kada ću uplatiti da će mi kasnije tražiti toliko stvari da mogu da podignem svoj novac, jedino što znam da su me naterali da uradim zasebna verifikacija i naterali su me da pošaljem više od 4 fotografije sa dokumentima i stvarima i sada stalno traže od mene još dokumenata, to je veoma nepouzdan kazino ne razumem kako ima 9,7 zvezdica!
I really don't know what else they want from this casino, they have made it impossible for me to withdraw my money. I'm just asking them to return my deposit since nowhere does it say when I'm going to deposit that later they are going to ask me so many things to be able to withdraw my money, the only thing I know they made me do a separate verification and they made me send more than 4 photos with documents and things and now they keep asking me for more documents, it's a very unreliable casino I don't understand how it has 9.7 stars!
Realmente nose que mas quieren de este casino me han hecho mi retiro de dinero imposible solo estoy pidiendo que me devuelvan el deposito ya que en ningún lado dice cuando voy a depositar que luego me van a pedir tantas cosas para poder retirar mi dinero, lo único que se que me hicieron hacer una verificación aparte y me hicieron mandar más de 4 fotos con documentos y cosas y ahora me siguen pidiendo más documentos, es un casino muy poco serio no entiendo como tiene 9.7 estrellas!
Hvala vam puno, santiblock16, što ste dali sve potrebne informacije. Sada ću preneti vašu žalbu svom kolegi Mihalu (KSKSKSKSKS0@email.kkkkk) koji će vam biti u pomoći. Želim vam puno sreće i nadam se da će vaš problem biti rešen na vaše zadovoljstvo u bliskoj budućnosti.
Thank you very much, santiblock16, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Zdravo santiblock16
Ja sam Mihal i preuzeo sam ovu žalbu. Pregledao sam ovaj slučaj i kako je moja koleginica Petronela spomenula KIC, kao i AML, veoma je važan i suštinski proces, tokom kojeg kazino vodi računa da novac bude poslat pravom vlasniku. Nijedan od pošteno licenciranih kazina ne uzima olako KIC ili AML.
Razumem da KIC proces ponekad može biti frustrirajući, ali kazina takođe moraju da poštuju pravila i propise, tako da, iako mogu da saosećam sa vama da ceo proces može da se obavi lakše ili brže, to je standardna procedura koju kazina imaju pravo na.
Uz ovo rečeno, kontaktiraću kazino da rasvetlim ovu stvar.
Želeli bismo da pozovemo BitStarz kazino da se pridruži razgovoru.
Poštovani BitStarz kazino,
Šta drugo, ako igrač treba da obezbedi bilo kakve dokumente ili dokaz da bi uspešno završio proces verifikacije? Ako su svi potrebni dokumenti dostavljeni kada će se proces uspešno završiti?
Hello santiblock16
I'm Michal and I have taken over this complaint. I have reviewed this case and as my colleague, Petronela mentioned KYC, as well as AML, is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. None of the fair licensed casinos takes KYC or AML lightly.
I understand that the KYC process can be sometimes frustrating, but the casinos need to follow rules and regulations as well, so although I can empathize with you that the whole process can be done more userfriendly or quicker, it is a standard procedure that the casinos are entitled to.
With this being said, I will contact the casino to shed more light on this matter.
We would like to invite BitStarz Casino to join the conversation.
Dear BitStarz Casino,
What other, if any documents or proof needs to be provided by the player to successfully finish the verification process? If all the required documents have been provided when will the process successfully finish?
Zdravo Mihal,
Verujem da je igrač na kraju dao sve bitne dokumente (mogao bih da pogrešim), ali nije jednom uložio svoj depozit. Ovde govorimo o 15 dolara. Zbog toga tada nismo odobrili isplatu gotovine.
Zatim je igrač nastavio da se kladi i na kraju je izgubio svoj početni depozit i tu smo mi danas.
Olle
Hi Michal,
I believe the player provided all essential documents in the end (I could be mistaken), however he didn't wager his deposit once. We're talking about 15 dollars here. This is why we didn't approve the cash out at the time.
Then, the player proceeded to wager and eventually lost his initial deposit and that's where we are today.
Olle
Čini mi se sramota nakon toliko vremena kada su me terali da se fotografišem sa papirima sa imenom kazina, u komšijskoj kući sa brojem ulice, drugi drži ličnu kartu, drugi iz moje banke, još jedan moj račun , A ipak mi neće omogućiti da se povučem sve dok mi ne kažu da to neće učiniti jer nemam potpunu verifikaciju, što mi je izgledalo kao katastrofa. Upravo sam ušao u kazino i sve sam izgubio namerno, bilo je isto ako ionako nisam mogao da iskoristim taj novac, tako da ne znam o čemu pričaš jer ako pogledaš moju istoriju klađenja videćeš sve što se kladim. Evo istorije klađenja na 24 stranice. A moj depozit je bio 7500 argentinskih pezosa i neke poruke podrške koje su me zadirkivale i sprečavale da dobijem novac koji sam zaradio! I ako se kladim na sve samo zato što sam osvojio novac, rekli su mi da ne mogu da ga izvučem, pa nemoj da ideš sa tim!
It seems a shame to me after all the time they made me waste making me take photos with papers with the name of the casino, in my neighbor's house with the street number, another holding my ID, another from my bank, another of my receipts, And yet they will not enable me to withdraw until they told me that they were not going to do it because I did not have full verification, which seemed like a disaster to me. I just got into the casino and I lost everything on purpose it was the same if I couldn't use that money anyway, so I don't know what you're talking about because if you look at my betting history you'll see everything I bet. Here is the 24 page betting history. And my deposit was 7500 Argentine pesos and some support messages teasing me and preventing me from getting the money I had earned! And if I bet everything just because the money I had won they told me I couldn't get it out so don't come with that!
Una verguenza me parece después de todo el tiempo que me hicieron perder haciéndome sacar fotos con papeles con el nombre del casino, en la casa de mi vecino con el número de la calle, otra sosteniendo mo DNI otra de mi banco otra de mis recibos, y sin embargo no me habilitarán el retiro hasta me dijeron que no lo iban a hacer porque no tenia la verificación completa, lo cual me pareció un desastre. Solo me metí en el casino y perdí todo apropósito era lo mismo si igual esa plata no podía usarla, así que nose de que hablas porque si miras en mi historial de apuestas vas a ver todo lo que aposte. Aquí les dejo el historial de apuestas de 24 páginas. Y mi deposito se de 7500 pesos argentinos y algunos mensajes de soporte tomandome el pelo y impidiendome sacar el dinero que habia ganado! Y si aposte todo solo porque el dinero que habia ganado me decian que no podria sacarlo asi que no vengas con eso!
Zdravo Santjago,
Ne radi se uopšte o tome da nekoga sramotimo, pa mi je žao ako se tako osećate jer nam to nije namera.
Hmm, možda sam pogledao neke detalje ovde, pa mi oprostite, možda sam pobrkao deo klađenja sa drugim nalogom. Izgleda da ste pobedili od besplatnih okretaja bez depozita i zamolili smo vas da uplatite depozit.
Kada neko dobije od besplatnih okretaja bez depozita, malo smo oprezni sa procedurom isplate novca jer je to promocija koja može biti zloupotrebljena (kao što možete zamisliti). U vašem slučaju bilo je problema sa više stvari.
Prvo, otvorili ste nalog 24. decembra, a prilikom otvaranja računa uneli ste adresu stanovanja. Kada smo od vas tražili da nam dostavite adresu, rekli ste da više ne živite tamo. Što pretpostavljam znači da ste se preselili prošle nedelje ili je to bila pogrešna adresa za početak?
Ovo povećava sumnju i naš tim za borbu protiv prevara je odlučio da zatraži dodatne dokaze koje ste dali i koji su svi odobreni. Jedino što još čekamo je dokaz adrese. Selfiji itd. su svi odobreni.
Olle
Hi there Santiago,
It's not about shaming someone at all, so I'm sorry if you feel that way as that's not our intention.
Hmm, I might have looked over some details here so please forgive me, might have confused the wagering part with another account. It appears you won from the No Deposit Free Spins and we asked you to do a deposit.
When someone wins from the No Deposit Free Spins, we're a bit extra careful with the cash out procedure as it's a promo that can be abused (as you can imagine). In your case there were some issues with multiple things.
Firstly, you opened your account on the 24th of December, and when opening the account you entered a residential address. When we asked you to provide proof of address you stated you no longer lived there. Which I presume means you've moved in the last week or it was the wrong address to start with?
This adds to the suspicion and our Anti Fraud Team decided to ask for additional proof which you provided and were all approved. The only thing we are still waiting for is the Proof of Address. Selfies, etc were all approved.
Olle
Hvala santiblock16 na dodatnim informacijama. Samo da pojasnimo, da li vam je ostalo na računu koji želite da povučete ili ste u međuvremenu sve izgubili?
Dragi Olle / BitStarz kazino
Da li je račun igrača sada potpuno verifikovan? Ako igrač odluči da podnese povlačenje, da li će to biti obrađeno bez ikakvih problema?
Thank you santiblock16 for the additional info. Just to clarify, do you have any balance left that you want to withdraw, or have you lost everything in the meantime?
Dear Olle / BitStarz Casino
Is the player's account fully verified now? If the player decides to submit a withdrawal will it be processed without any issues?
Dear santiblock16,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Nažalost, igrač nije odgovorio na naše poruke i pitanja. Shodno tome, nismo u mogućnosti da dalje istražujemo i nemamo drugog izbora nego da odbijemo ovu žalbu.
Igrač može ponovo da otvori ovu žalbu u bilo kom trenutku.
Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.
The player can reopen this complaint at any time.
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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.
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.