Dragi trebekile,
Hvala vam puno što ste podneli ovu žalbu. Žao mi je što čujem za probleme sa kojima se suočavate. Da bih vam bolje pomogao, cenio bih neka pojašnjenja o sledećim tačkama:
Da li sam u pravu kada sam shvatio da su svi vaši lični dokumenti odobreni i verifikovani, osim vašeg dokaza o adresi?
Da li je kazino već pregledao papirni bankovni izvod koji ste dobili direktno od lokalne filijale vaše banke? Ako je odbijeno, možete li mi reći koji je razlog naveo kazino?
Kada ste poslednji put komunicirali sa kazinom u vezi sa svojom verifikacijom?
Hvala vam na strpljenju. Radujem se vašem odgovoru kako bismo mogli da radimo na rešavanju ovog problema.
Srdačan pozdrav,
Veronika
Dear trebekil,
Thank you very much for submitting this complaint. I’m sorry to hear about the issues you’re facing. To better assist you, I would appreciate some clarification on the following points:
Am I correct in understanding that all your identity documents have been approved and verified, except for your proof of address?
Has the casino already reviewed the paper bank statement you received directly from your bank’s local branch? If it was rejected, could you please let me know what reason the casino provided?
When was the last time you communicated with the casino regarding your verification?
Thank you for your patience. I look forward to your response so that we can work towards resolving this issue.
Best regards,
Veronika
Automatski prevedeno: