Zdravo Ninosch,
Ja sam Mihal i preuzeo sam vašu žalbu. Pregledao sam ovaj slučaj i iako razumem vašu frustraciju celom situacijom, kazino tim može i u mnogim slučajevima mora da traži od svojih igrača da prođu provere Upoznaj svog kupca (KIC) i provere protiv pranja novca (AML). Kao deo ovih provera, igrač mora da pruži dokaze o svim načinima plaćanja koje je koristio za depozite ili isplate (izvod sa bankovnog računa, slike bankovne kartice, izvode e-novčanika, izvode kripto novčanika, itd.) Iako priznajem da ste pomenuli nemate 2 tražene kartice jer ste zatvorili račune, međutim, trebalo bi da budete u mogućnosti da dobijete pismo ili zvaničnu e-poštu od svoje banke koja potvrđuje datum kada su računi zatvoreni a karte su postale nevažeće. Ovo je standardna procedura u industriji i toplo preporučujem da ove informacije predstavite kazino timu.
Vaš HeiSpin nalog je zatvoren, i bez uspešnog završetka provere Upoznaj svog klijenta (KIC) i Anti-Monei Laundering (AML), kazino nije u obavezi da obradi vaš povraćaj sredstava. Odgovornost igrača je da ispuni ove uslove.
Obavestite me kada dobijete taj dokument, kako bismo mogli da nastavimo sa vašim slučajem.
Hello Ninosch,
I'm Michal, and I have taken over your complaint. I have reviewed this case and although I understand your frustration with the whole situation, the casino team can and in a lot of instances must ask their players to undergo a Know your customer (KYC) and Anti-money laundering (AML) checks. As part of these checks, the player must provide evidence of all the payment methods they have used for deposits or withdrawals (bank account statement, bank card pictures, e-wallet statements, crypto wallet statements, etc.) Although I acknowledge that you mentioned you don't have the 2 requested cards because you have closed the accounts, however, you should be able to obtain a letter or an official email from your bank confirming the date on which the accounts were closed and the cards were rendered invalid. This is a standard procedure within the industry, and I strongly recommend that you present this information to the casino team.
Your HeySpin account has been closed, and without successfully completing the Know Your Customer (KYC) and Anti-Money Laundering (AML) checks, the casino is not obligated to process your refund. It is the player's responsibility to fulfill these requirements.
Please let me know once you have obtained that document, so we can move forward with your case.
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