Komunikacija u vezi sa konfiskovanim dobicima:
Prema obaveštenju kazina, oni su opravdali uklanjanje mojih dobitaka na osnovu kršenja njihovih uslova i odredbi. Naveli su moju upotrebu VPN-a ili falsifikovanog dokumenta, iako nijedna od ovih tvrdnji nije tačna. Nisam koristio VPN niti podneo falsifikovane dokumente. Verujem da je komunikacija koju su poslali bila prilično nejasna, a priložio sam njihovu punu poruku u vezi sa otkazivanjem mog povlačenja 2.000 evra.
Depozit, bonus i dobici:
Deponovao sam 300 € na svoj račun (mogu da obezbedim određene iznose depozita na zahtev). Prihvatio sam bonus dobrodošlice u vreme registracije, ali svi moji nedavni dobici (uključujući iznos koji sam zahtevao za povlačenje) su osvojeni koristeći pravi novac, a ne bonus sredstva. Kazino je uklonio €780 sa mog bilansa 31. oktobra, navodeći kršenje maksimalnog dobitka od bonusa, ali izgleda da je ovo nesporazum, jer moj dobitak u bonusu nije trebalo da se razmatra u kontekstu dela za pravi novac moj balans.
Nakon uklanjanja 780 €, zatražio sam povlačenje 3,000 €, što je kazino otkazao. Razlog koji su naveli je kršenje njihovih Odredbi i uslova, ali kao što je ranije pomenuto, nisam prekršio nijedno od njihovih pravila. Stanje koje je preostalo na mom nalogu nakon ovog problema je trenutno 2000 € (mogu dati tačan iznos ako je potrebno).
Takođe sam želeo da istaknem da je kazino zahtevao preveliku količinu dokumenata za verifikaciju tokom ovog procesa. Konkretno, tražili su dokaz o mom registrovanom broju mobilnog telefona, koji nije bio relevantan za KIC proces, i tražili su dokumente za koje sam smatrao da su nepotrebni. Uprkos mojim pokušajima da se pridržavam njihovih zahteva za verifikaciju, smatram da je proces bio previše nametljiv i izazvao je značajna kašnjenja u obradi mog povlačenja.
Priložio sam snimke ekrana komunikacije koju sam primio od kazina, uključujući poruke u vezi sa uklanjanjem sredstava i zahteve za verifikaciju. Ako vam je potrebna dodatna dokumentacija ili detalji u prilog mom slučaju, slobodno me obavestite.
Communication Regarding Confiscated Winnings:
As per the casino’s notification, they justified the removal of my winnings based on a breach of their Terms & Conditions. They cited my use of a VPN or a forged document, though neither of these claims is true. I have not used a VPN or submitted forged documents. I believe the communication they sent was quite vague, and I’ve attached their full message regarding the cancellation of my €2,000 withdrawal.
Deposit, Bonus, and Winnings:
I deposited €300into my account (I can provide specific deposit amounts upon request). I accepted a welcome bonus at the time of registration, but all of my recent winnings (including the amount I requested to withdraw) were won using real money, not bonus funds. The casino removed €780 from my balance on 31st October, citing a breach regarding the maximum win from the bonus, but this seems to be a misunderstanding, as my bonus win should not have been considered in the context of the real-money portion of my balance.
After the removal of €780, I requested a withdrawal of €3,000, which was canceled by the casino. The reason they provided was a violation of their Terms & Conditions, but as mentioned earlier, I have not breached any of their rules. The balance left in my account after this issue is currently €2000(I can provide the exact balance if needed).
I also wanted to highlight that the casino has required an excessive amount of verification documents throughout this process. In particular, they requested proof of my registered mobile number, which was not relevant to the KYC process, and asked for documents that I felt were unnecessary. Despite my attempts to comply with their verification requirements, I feel the process was overly intrusive and caused significant delays in processing my withdrawal.
I’ve attached screenshots of the communication I’ve received from the casino, including the messages regarding the removal of funds and the verification requests. If you require any additional documentation or details to support my case, please feel free to let me know.
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