NaslovnaPritužbeFortuneJack Casino - KIC verifikacija igrača nije uspela.
FortuneJack Casino - KIC verifikacija igrača nije uspela.
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The player from Russia encounters issues with KYC verification after initially submitting documents for his account. Although he provided his national passport and live check, he receives an email stating that his verification has failed without an explanation. He is seeking clarification on why his verification was unsuccessful and the status of his funds.
Igrač iz Rusije nailazi na probleme sa KIC verifikacijom nakon što je prvobitno podnio dokumente za svoj nalog. Iako je dao svoj nacionalni pasoš i proveru uživo, dobija imejl u kojem se navodi da je njegova verifikacija propala bez objašnjenja. On traži pojašnjenje zašto je njegova verifikacija bila neuspešna i status njegovih sredstava.
Registrovao sam se 24. septembra. Deponovao sam i povukao sredstva. Jednog dana sam tražio povlačenje, ali mi je tražio KIC verifikaciju, dao sam svoj nacionalni pasoš i proveru uživo, pisalo je da je verifikacija prošla. ali posle 10 sati dobio sam e-poštu da „vaša verifikacija nije uspela". Pitao sam ih da mi kažu šta nije u redu, ali ne odgovaraju zašto su mi ukrali novac. Kako mogu da prođem verifikaciju ako sam poslao pasoš? Spreman sam da dam sve dokumente, sve čekove.
I registered on September 24th. I deposited and withdrew funds. One day I requested for withdrawal but it asked me for KYC verification, I have given my national passport and live check, it was written that verification was passed. but after 10 hours later I got a email that "your verification is failed". I asked them tell me what's wrong but they don't answer why they stole my money. How can I fail verification if I sent my passport? I am ready to provide any documents, any checks.
Hvala vam puno što ste podneli žalbu. Žao mi je što čujem za vaš problem. Dozvolite mi da vam postavim nekoliko pitanja, kako bih u potpunosti razumeo celu situaciju.
Da li ste dali još neke dokumente za verifikaciju naloga?
Da li sam dobro razumeo da je kazino zaplenio vaš dobitak?
Možete li molim vas da nam kažete na koje igre ste se fokusirali - slotovi, kazino uživo, sportsko klađenje, itd.?
Nadam se da ćemo moći da vam pomognemo da rešite ovaj problem što je pre moguće. Hvala vam unapred na odgovoru.
Srdačan pozdrav,
Kristina
Dear kerosin48,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
Have you provided any other documents to verify your account?
Do I understand correctly that the casino confiscated your winnings?
Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
1) Poslao sam im svoj pasoš i selfi. (Ako im zatreba još dokumenata, spreman sam da ih dostavim)
2) Ukupan iznos depozita je 4.136,23 USD, već povučeni iznos je 3.289,75 USD. Pre verifikacije, na računu je bilo 2.200 USD. Ukrali su skoro sav novac. Rečeno mi je da mogu da podignem 335 dolara. Zašto baš ovaj iznos, ne znam
3) slotovi, opklade, igre s kockicama
1)I sent them my passport and a selfie. (If they need more documents, I am ready to provide them)
2)Total deposit amount is 4,136.23USD, already withdrawn amount is 3,289.75USD. Before verification, the account had 2,200 USD. They stole almost all the money. I was told that I could withdraw 335 dollars. Why exactly this amount, I don't know
Hvala vam na odgovoru, kerosin48. Da li trenutno imate pristup svom kazino nalogu? Da li ste akumulirali svoj bonus sa ili bez aktivnog bonusa?
Možete li proslediti svu relevantnu komunikaciju između vas i kazina na kristina.s@casino.guru ? Alternativno, možete ga objaviti ovde. Hvala unapred.
Thank you for your reply, kerosin48. Do you currently have access to your casino account? Have you accumulated your bonus with or without an active bonus?
Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
Hvala vam puno, kerosin48, na saradnji. Sada ću preneti vašu žalbu kolegi Petru ( peter.c@casino.guru ) koji će vam biti na usluzi. Želim vam puno sreće i nadam se da će problem biti rešen na vaše zadovoljstvo u bliskoj budućnosti.
Thank you very much, kerosin48, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Hvala kerosin48 što ste nam pružili sve informacije. Nadam se da ćemo zajedno uspeti da rešimo ovaj problem.
Sada bih želeo da zamolim FortuneJack Casino za njihovu pomoć u rešavanju ove žalbe. Želeli bismo da znamo u čemu je problem sa verifikacijom i šta možemo da uradimo da pomognemo igraču da dobije svoje dobitke.
Hvala vam!
Hello there,
Thank you kerosin48 for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask FortuneJack Casino for their help in resolving this complaint. We would like to know what the issue is with the verification and what we can do to help the player receive their winnings.
Pokušaj KIC originalnog postera (OP-a) nije bio uspešan jer su različiti ljudi pokušali da urade KIC tokom različitih pokušaja.
Prvi pokušaj KIC-a bio je 11. novembra i nije bio uspešan. Razlog za to je što jedina osoba koja se vidi na kameri nije odgovarala priloženom identifikacionom dokumentu. Fotografija na dokumentu i osoba na kameri nisu bile iste, tako da pokušaj nije bio uspešan. Generalno, tokom KIC-a, kamera pravi više slika, koje se onda za nas pretvaraju u kolaž, a 11. novembra je samo 1 osoba viđena na kameri i nije se poklapala sa osobom na dokumentu. Pošto pokušaj nije bio uspešan, nije dalje ručno proveravan.
Naš tim je 12. novembra poslao e-mail OP-u, obavestivši ih da imaju 30 dana da dostave svu neophodnu dokumentaciju i popune KIC (2. slika u prilogu)
Odvojeno, iako nije u korelaciji sa KIC-om, OP je takođe dobio nekoliko ograničenja od našeg dobavljača kladionica, a poslednje ograničenje dolazi 12. novembra, ograničavajući maksimalan iznos koji OP može da se kladi na kladionicu.
Drugi pokušaj KIC dogodio se 2. decembra. Na osnovu fotografija/kolaža koje imamo sa ovoga, 2 različite osobe su pokušavale da završe verifikaciju. U jednom kolažu, to je ista osoba iz pokušaja KIC 11. novembra; u drugom, to je 2. lice. Lice druge osobe odgovara identifikacionom dokumentu koji je dat 11. novembra, a 2. decembra mogu da potvrdim da je samo 1 dokument korišćen za KIC. Pošto se dokument koji je dao poklapa sa jednim od ljudi koji su radili KIC, pokušaj je ocenjen kao uspešan, ali naš bezbednosni tim uvek ručno proverava uspešne KIC, iu ovom slučaju, brzo su došli do saznanja da su u prvom i drugom pokušaju različite osobe pokušavali da završe verifikaciju.
Pošto KIC nije uspešno završen, OP-u nije bilo dozvoljeno da podigne svoj dobitni iznos, ali uprkos tome, oni mogu da povuku svoj puni deponovani iznos.
Sada ću priložiti relevantne slike naših Uslova i odredbi.
Da bismo mogli da prosledimo sve dokaze (slike iz KIC-a) Casino Guru timu putem e-pošte, tražimo da nam OP odobri da pošaljemo ove slike Casino Guruu, a posebno, zamišljam Casino Guru tim takođe će biti potrebna slična dozvola.
Kada dobijemo dozvolu i od OP-a i od Casino Guru tima, spremni smo da pošaljemo dokaze koje imamo.
Hvala
ADante - tim zajednice FortuneJack.
Hello, Peter, Kristina, OP and the CasinoGuru team.
The Original Poster’s (OP’s) KYC attempt wasn’t successful because different people tried to do the KYC during different attempts.
The first KYC attempt was on Nov 11th, and it wasn’t successful. The reason for this is that the only person seen on the camera did not match the provided identification document. The photo on the document and the person on the camera weren’t the same, so the attempt wasn’t successful. In general, during the KYC, the camera takes multiple pictures, which then transform into a collage for us, and on Nov 11th, there was only 1 person seen on the camera, and it did not match the person on the document. Since the attempt wasn’t successful, it wasn’t further manually checked.
On Nov 12th, our team e-mailed the OP, letting them know they had 30 days to provide all necessary documentation and complete the KYC (2nd attached image)
Separately, while not in correlation with KYC, the OP also got several restrictions from our Sportsbook provider, with the latest restriction coming on Nov 12th, limiting the maximum amount OP could bet on the Sportsbook.
The 2nd KYC attempt occurred on Dec 2nd. From the photos/collage we have from this, 2 different people were trying to complete verification. In one collage, it’s the same person from the KYC attempt on Nov 11th; in another, it’s a 2nd person. The 2nd person’s face matched the identification document provided on Nov 11th and on Dec 2nd, I can confirm that only 1 document was used for KYC. Since the document provided matched one of the people doing the KYC, the attempt was deemed successful, but our security team always manually check successful KYC’s, and in this case, they quickly came to the realisation that on the 1st and 2nd attempts, different people were trying to complete verification.
Since the KYC wasn’t completed successfully, OP was not allowed to withdraw their winning amount, but despite this, they can withdraw their full deposited amount.
I will now attach relevant images of our Terms and Conditions.
In order for us to be able to forward all the proofs (the images from the KYC) to the Casino Guru team on email, we request that OP grant us permission to send these images to Casino Guru, and separately, I imagine Casino Guru team will need similar permission too.
Once we have permission from both OP and the Casino Guru team, we are ready to send the proofs that we have.
Da biste prošli verifikaciju, morate da uradite 2 stvari:
1) poslati pasoš
2) skenirajte KR kod i okrenite glavu ka kameri u krug.
Niko osim mene nije radio ove stvari.
Pozvao sam brata da mi pomogne oko prevoda. I ušao je u kameru. Ali to nije bila verifikacija.
Zamislite situaciju. Morate proći verifikaciju. Kliknete na dugme da biste otpremili dokument. Kaže da treba da učitate pasoš. Odeš u drugu sobu po pasoš i u tom trenutku u sobu uđe tvoja devojka/mama/tata. Da li bi to bio razlog neuspeha verifikacije i konfiskacije dobitaka?
Snimali su šta se dešava u mom stanu. Ovo nije normalno.
Tražim od kazina da pruži dokaz kako je druga osoba prošla proveru uživo. Kako je okretao glavu u krug, žmirkao itd.
To pass verification, you need to do 2 things:
1) send a passport
2) scan Qr code and turn your head at the camera in a circle.
No one except me did these things.
I called my brother to help me with the translation. And he got on camera. But it was not verification.
Imagine the situation. You need to pass verification. You click the button to upload a document. It says you need to upload your passport. You go to another room to get your passport, and at that moment your girlfriend/mom/dad comes into the room. Would this be the reason for the verification failure and confiscation of the winnings?
They were recording what was happening in my apartment. This is not normal.
I ask the casino to provide proof of how the other person passed the live check. How he turned his head in a circle, blinked, etc.
Hvala vam na ažuriranju predstavnika FortuneJack kazina. Bili bismo vam zahvalni ako biste mi pružili dokaz o tome da druga osoba prolazi kroz verifikaciju. Sve informacije možete proslediti na moju e-poštu. ( peter.c@casino.guru ) Hvala unapred na saradnji!
Thank you for the update FortuneJack Casino representative. We would appreciate if you could provide me with evidence of the second person going through verification. You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!
Kazino guru, molim vas da ovo pitanje shvatite ozbiljno.
11. novembra sam sedeo za kompjuterom. I želeo sam da prođem verifikaciju. Kliknuo sam na dugme „otpremi dokument" i veb kamera se uključila. Morao sam da fotografišem pasoš svojom veb kamerom. I u to vreme moj brat je bio u sobi. On je sedeo pored mene. To nije bila provera života. To je bila prva faza, kada ste morali da fotografišete pasoš. Očigledno su snimali šta se dešava u prostoriji kada sam fotografisao svoj pasoš. Nisam postavio njegovu fotografiju. Nisu mi prihvatili pasoš prvi put i zbog toga nisam mogao da prođem verifikaciju. Nisam ni pokušao da prođem proveru uživo. Pomogao mi je da prevedem jer ne znam engleski (sada koristim prevodioca)
Nisu rekli da moja verifikacija nije uspela. Mislio sam da sledeći put postavim svoj pasoš.
2. decembra sam učitao svoj pasoš. To je prihvaćeno. Skenirao sam KR kod svojim telefonom i okrenuo lice. Nalog je verifikovan. Povlačenje je zatvoreno. Napisao sam u ćaskanju. Rekli su sačekajte. Posle 10 sati dobio sam pismo da verifikacija nije uspela.
Nisam ni na koji način pokušao da prevarim Fortunejacka. Nisam glup i razumem da ne možete da učitate svoja dokumenta i pustite da neko drugi prođe kroz proveru uživo. To je idiotski.
Kao dokaz, poslaće vam snimke ekrana mog brata na fotografiji sa veb kamere. Ali ovo nije bila verifikacija. Za verifikaciju morate da skenirate KR kod i uradite ono što je napisano na ekranu (okrenite glavu, trepnite). Ako pošalju video dokaz gde druga osoba prođe proveru uživo (okreće glavu, trepće) zatvoriću ovu žalbu.
Dajem Fortgunejacku dozvolu da objavi moje podatke
Casino guru, I ask you to take this issue seriously.
On November 11, I was sitting at the computer. And I wanted to go through verification. I clicked the "upload document" button and the webcam turned on. I had to take a photo of the passport with my webcam. And at that time my brother was in the room. He was sitting next to me. It was not a life check verification. It was the first stage, when you had to take a photo of the passport. Apparently they were recording what was happening in the room when I took a photo of my passport. I did not upload his photo. They did not accept my passport the first time and therefore I could not pass verification. I did not even try to pass the live check. He helped me translate because I don't know English (I use a translator now)
They didn't say my verification failed. I thought I'd upload my passport next time.
On December 2, I uploaded my passport. It was accepted. I scanned the QR code with my phone and turned my face. The account was verified. The withdrawal was closed. I wrote in the chat. They said wait. After 10 hours I received a letter that verification failed.
I didn't try to cheat fortunejack in any way. I'm not stupid, and I understand that you can't upload your documents and let someone else go through the live check. That's idiotic.
As evidence, they will send you screenshots of my brother in the webcam photo. But this was not verification. For verification, you must scan the QR code and do what is written on the screen (turn your head, blink). If they send video evidence where another person passes the live check (turns his head, blinks) I will close this complaint.
Poštovani kerosin48 , iz dokaza koje je dostavio kazino jasno je da je vaš brat bio jedini prisutan prilikom prve provere. Industrijski standard je da jedna osoba može da otvori samo jedan nalog i ova situacija stvara problem da se ne može utvrditi da li ste vaš nalog koristili vi ili vaš brat u vaše ime. Imajući to na umu, smatramo da su koraci koje je kazino preduzeo opravdani i naknadno ćemo odbaciti vašu žalbu. Hvala vam na razumevanju, žao mi je što ovom prilikom nismo mogli više pomoći. Ne ustručavajte se da nas kontaktirate ako u budućnosti naiđete na probleme sa ovim ili bilo kojim drugim kazinom.
srdačan pozdrav,
Peter
I apologize, it seems that my closing reply was not posted.
Thank you for providing me with the information FortuneJack Casino representative.
Dear kerosin48, from the evidence provided by the casino it is clear that your brother was the only one present during the first verification. It is an industry standard that one person can only open one account and this situation creates the issue of not being able to determine if your account was used by you or by your brother in your name. With that in mind, we believe the steps the casino has taken to be justified and we will subsequently reject your complaint. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
Kind regards,
Peter
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