Zdravo Romi,
Hvala vam na poruci!
Priznajem da je došlo do greške u datumu rođenja koji sam uneo prilikom registracije — jednostavno je došlo do pogrešnog klika tokom procesa registracije, a ja sam to primetio tek mnogo kasnije. Želim da bude apsolutno jasno da ovo nije bilo namerno i da se nikada nisam upustio u bilo kakvu prevaru.
Pre nego što je problem sa mojim datumom rođenja uopšte pomenut, već sam završio kompletnu KYC verifikaciju, koja je uključivala:
Otpremanje mog ličnog dokumenta izdatog od strane vlade,
Dajem selfi držeći svoju ličnu kartu,
I pravim taj selfi sa otvorenim HitnSpin nalogom na telefonu, jasno se vidi ID naloga na slici.
Sve ove dokumente je odobrio kazino. Međutim, nakon što sam uspešno završio ovaj proces, zatražio sam da povučem određeni iznos novca sa svog računa, 24-48 sati kasnije mi je bio blokiran pristup nalogu, a kasnije su mi rekli da je razlog datum rođenja koji sam uneo prilikom registracije.
Sada mi govore da će moj nalog biti ponovo aktiviran samo ako se stanje smanji na 250 evra — i želim da budem veoma jasan:
Ovo ne treba tretirati kao kaznu. Jednostavna greška u unosu tokom registracije, posebno ona napravljena bez loše namere i ispravljena putem potpune KYC verifikacije, ne bi trebalo da rezultira poništavanjem skoro celog mog stanja — posebno kada su ti dobici zarađeni mojim sopstvenim depozitima, trudom i fer igrom.
Takođe želim da istaknem da sam igrao u potpunosti u skladu sa pravilima — poštovao sam sve uslove bonusa, zahteve za klađenje i ograničenja igre. Više sam nego spreman da dostavim sva dodatna dokumenta potrebna za ponovnu potvrdu mog identiteta i datuma rođenja.
Iskreno se nadam da ćemo ovo rešiti pravedno.
Srdačan pozdrav,
Andrej
Hello Romi,
Thank you for your message!
I acknowledge that there was a mistake in the birthdate I entered when registering — it was simply a missclick during the sign-up process, and I hadn’t noticed it until much later. I want to make it absolutely clear that this was not intentional and that I have never engaged in any fraudulent behavior.
Before the issue with my birthdate was ever mentioned, I had already completed the full KYC verification, which included:
Uploading my government-issued ID,
Providing a selfie holding my ID,
And taking that selfie with my HitnSpin account open on my phone, clearly showing the account ID in the image.
These documents were all approved by the casino. However, after completing this process successfully, I requested to withdraw an amount of money from my account, 24-48 hours later I was blocked from logging into my account, and they later told me that the reason was the date of birth I had entered at registration.
They are now telling me that my account will only be reactivated if the balance is reduced to €250 — and I want to be very clear here:
This should not be treated as a penalty. A simple input mistake during registration, especially one made without bad intentions and corrected through full KYC verification, should not result in nearly my entire balance being voided — especially when those winnings were earned with my own deposits, effort, and fair gameplay.
I also want to highlight that I played completely within the rules — I respected all bonus terms, wagering requirements, and game restrictions. I am more than willing to submit any additional documents needed to verify my identity and birthdate once again.
I truly hope we can resolve this fairly.
Best regards,
Andrei
Automatski prevedeno:
