Igraču iz Njemačke blokiran je račun bez daljeg objašnjenja. Preostali iznos još uvijek drži kazino. Prigovor igrača je uspješno riješen.
The player from Germany had their account blocked without further explanation. The remaining balance is still held by the casino. Player’s complaint has been resolved successfully.
Igraču iz Njemačke blokiran je račun bez daljeg objašnjenja. Preostali iznos još uvijek drži kazino. Prigovor igrača je uspješno riješen.
Zdravo draga zajednica,
Ja sam novajlija pa mi treba pomoć profesionalaca, bio bih vam veoma zahvalan.
Registrovao sam se u Icecasinu, zaradio oko 6.000 € kod Master of Books, prokockao ih 1.000 i htio isplatiti 5.000 €.
Iznos za isplatu je 4,960€
Gotovo urađeno, nakon toga sam se trebao provjeriti, što sam i učinio. Nakon nedelju dana još uvek nije bilo povratne informacije, zbog čega sam koristio live chat , jer su verovatno nedostajala dva dokumenta koja sam naknadno predala.
Sljedećeg dana moj račun je iznenada blokiran.
Bilo bi stvarno sjajno kada bi mi neko mogao pomoći.
Hvala unaprijed.
Hello dear community,
Am a newbie so I need some help from pros, I would be most grateful to you guys.
I registered at Icecasino, made about €6,000 with Master of Books, gambled away 1,000 of them and wanted to pay out €5,000.
The amount to be paid out was €4,960
Done done, after that I should verify myself, which I did. After a week there was still no feedback, which is why I used the live chat , because two documents were probably missing, which I had subsequently submitted.
The next day my account was suddenly blocked.
Would be really great if someone could help me.
Thanks in advance.
Hallo Verehrte Gemeinde,
Bin ein Newbie, daher brauche ich etwas Unterstützung von Profis, dafür wäre ich euch überaus dankbar.
Ich habe mich bei Icecasino registriert, mit Master of Books ca. 6.000€ gemacht, davon 1000er verspielt und wollte 5.000€ auszahlen.
Auszahlbarer Betrag lag bei 4.960€
Gemacht getan, danach sollte ich mich verifizieren, was ich auch tat. Nach einer Woche kam noch inmer keine Rückmeldung, weswegen ich den Live Chat in Anspruch nahm, da hätten wohl zwei Unterlagen gefehlt gehabt, was ich nachträglich abgeliefert hatte.
Am nächsten Tag wurde mein Konto plötzlich gesperrt.
Wäre echt super, wenn mir jemand helfeb könnte.
Vielen Dank im Voraus.
Draga Aleeee67,
Hvala vam puno što ste podnijeli žalbu. Žao mi je što čujem za vaš problem.
Imajte na umu da je KYC veoma važan i suštinski proces, tokom kojeg kazino osigurava da se novac pošalje pravom vlasniku. Kako nemaju luksuz da fizički vide sve igrače i provjere njihove identifikacijske i dokumente, to je jedini način na koji kockarske ustanove mogu završiti procedure verifikacije. Nijedno od licenciranih kockarnica ne uzima olako KYC i može potrajati nekoliko radnih dana da se završi ovaj temeljiti proces.
Jeste li sigurni da je vaš račun blokiran i nije samo revidiran? Postoji li neka relevantna komunikacija koju biste mogli proslijediti na petronela.k@casino.guru ? Obavijestite prije koliko dana ste zatražili povlačenje i pokrenuli KYC verifikaciju.
Nadam se da ćemo moći da vam pomognemo da rešite ovaj problem što je pre moguće. Hvala unaprijed na odgovoru.
Srdačan pozdrav,
Petronela
Dear Aleeee67,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.
Are you sure your account is blocked and not audited only? Is there any relevant communication that you could forward to petronela.k@casino.guru? Please advise how many days ago you requested the withdrawal and initiated the KYC verification.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
Zdravo Patronela,
Već sam se prijavio za verifikaciju u ponedjeljak prošle sedmice sa svim relevantnim dokumentima. Potom su iz kazina u nedjelju napisali koliko je daleko do verifikacije, zatim je stigao odgovor da će trebati još dva dana i nedostaju još dva dokumenta. Odmah sam stavio na raspolaganje dokumente i sutradan sam dobio povratnu informaciju.
"Ups!!!!
Ovaj korisnik je blokiran!"
Poslao sam vam posebnu e-poštu.
Hello Patronela,
I already applied for verification on Monday last week with all the relevant documents. Then the casino wrote on Sunday how far the verification was, then the answer came that it would take two more days and two more documents were missing. I immediately made the documents available and the next day I got this feedback.
"Oops!!!!
This user is blocked!"
I have sent you a separate email.
Hallo Patronela,
Ich habe die Verifizierung bereits letzte Woche Montag beantragt mit allen relevanten Unterlagen. Dann das Casino am Sonntag angeschrieben, wie weit die Verifizierung wäre, daraufhin kam die Antwort, das es noch zwei Tage dauern würde und zwei weitere Dokumente gefehlt hätten. Ich habe daraufhin sofort die Dokumente zur Verfügung gestellt und am nächsten Tag kam dann diese Rückmeldung.
"Hoppla!!!!
This user is blocked!"
Ich habe Ihnen seperat noch eine Mail geschickt.
Dragi Aleeee67
Zadnji put kada ste se obratili podršci je 2022-04-18. KYC nije bio završen u to vrijeme. Nakon toga, nikada niste pitali podršku zašto je vaš račun privremeno blokiran.
Da ste to uradili, oni bi pitali sledeće:
"Zašto ste učitali dokumente koji ne pripadaju vama?"
Radovaćemo se vašem odgovoru.
Hvala ti!
Srdačni pozdravi
Dear Aleeee67
The last time you turned to support is 2022-04-18. The KYC was not completed at that time. Afterwards, you never asked support why your account got temporary blocked.
If you'd done so, they would have asked the following:
"Why did you upload the documents that do not belong to you?"
Will be looking forward to your reply.
Thank you!
Kind regards
Napisao sam da su u chatu ovo dokumenti moje žene, koje sam slučajno učitao i pokušao ponovo da obrišem. Poslao sam vam dva mejla, dok sam ćaskao sa jednim vašim osobljem na live chat-u, on je tražio još dva dokumenta, koje sam takođe odmah dostavio, pa u čemu je problem molim vas? Može biti i greška, zašto mi neko ne odgovara na e-mail?
Također mogu potvrditi da dokumenti pripadaju mojoj ženi.
I wrote that in the chat, these were my wife's documents, which I accidentally uploaded and tried to delete again. I sent you two emails, while I was chatting with one of your staff on live chat, he requested two more documents, which I also provided immediately, so where is the problem please? It can also be a mistake, why isn't someone answering my email?
I can also confirm that the documents belong to my wife.
Ich habe das in dem Chat geschrieben, das waren die Dokumente meiner Frau, die ich versehentlich hochgeladen habe und versucht habe auch wieder zu löschen. Ich habe Ihnen zwei E-Mails geschickt, während ich mit einem Ihrer Mitarbeiter im Live-Chat geschrieben habe, hat er zwei weitere Dokumente angefordert, die ich auch sofort zur Verfügung gestellt habe, also wo bitteschön ist das Problem? Es kann doch auch ein versehen sein, wieso antwortet man mir nicht auf meine Mail?
Ich kann auch bestätigen, das die Dokumente meiner Frau gehören.
Poštovani Aleeee67,
Molimo vas da shvatite da pokušajem učitavanja tuđih ličnih dokumenata niste nimalo pomogli ovom slučaju. Nisam siguran kako se to moglo dogoditi slučajno. Možete li, molim vas, objasniti koji je bio razlog da učitate dokumente vaše supruge radi verifikacije vašeg računa?
Dear Aleeee67,
Please understand that by trying to upload someone else's personal documents you didn't help this case at all. I'm not sure how that could happen accidentally. Could you please explain what was the reason to upload your wife's documents to verify your account?
Zdravo Patronela,
Nisam uploadovao ženina dokumenta, to nije sasvim tačno.
Tražio sam svoju boravišnu dozvolu na svom mobilnom telefonu, pošto je učitavanje obavljeno preko njega, nije se baš moglo vidjeti kroz manje pločice, kada sam to primijetio, odmah sam učitao svoju ličnu kartu i nisam mogao da izbrišem vašu. .. osim toga, da, tražio sam nekoliko dokumenata, koje sam odmah dostavio, kao što su pismo poslodavca, izvod iz banke sa mojim imenom, selfi sa mojom boravišnom dozvolom, kao i bankovna kartica sa mojim imenom.
Dakle, jedino što sam slučajno uploadovao od svoje supruge je njena boravišna dozvola, ništa drugo, ostali dokumenti koji su traženi su svi moji, ništa od nje.
Hello Patronela,
I didn't upload my wife's documents, that's not entirely correct.
I was looking for my residence permit on my cell phone, since the upload was done via it, you couldn't really see it through the smaller tiles, when I noticed that, I uploaded my ID straight away and couldn't delete yours... besides, yes asked for several documents, which I immediately provided, such as an employer's letter, bank statement with my name, selfie with my residence permit, as well as my bank card with my name on it.
So exactly the only thing I accidentally uploaded from my wife was her residence permit, nothing else, the rest of the documents that were requested were all mine, nothing from her.
Hallo Patronela,
ich habe nicht die Dokumente meiner Frau hochgeladen, so ganz ist das nicht richtig.
Ich habe vom Handy aus meinen Aufenthaltstitel gesucht, da der Upload darüber erfolgt ist, hat man durch die kleineren Kacheln das nicht richtig sehen können, als mir das aufgefallen ist, habe ich direkt meinen Ausweis hochgeladen und konnte Ihres nicht mehr löschen…zudem wurden ja mehrere Dokumente aufgefordert, die ich sofort zur Verfügung gestellt habe, wie Arbeitgeberbrief, Kontoauszug mit meinem Namen, Selfie mit meinem Aufenthaltstitel, sowie meine Bankkarte mit meinem Namen drauf.
Also genau das einzige, was ich versehentlich von meiner Frau hochgeladen habe, war Ihr Aufenthaltstitel, sonst nichts, die restlichen Unterlagen die angefordert wurden, waren alle meine, nichts von ihr.
Draga Petronela
Casino želi potvrditi da su primljeni sljedeći dokumenti igračeve supruge:
-Lična karta (prednja);
-Lična karta (pozadi);
(Dva odvojena fajla)
Dragi Aleeee67 ,
Molimo Vas da nam dostavite dokument koji pokazuje ko je vlasnik bankovnog računa.
Hvala unaprijed!
Srdačan pozdrav
IceCasino
Dear Petronela
Casino would like to confirm that the following documents of player's wife were received:
-ID Card (front);
-ID Card (back);
(Two separate files)
Dear Aleeee67,
Please kindly provide us with the document that would show, who the owner of bank account is.
Thank you in advance!
Best regards
IceCasino
Voleo bih, već sam ovo uradio, ali nema problema, mogu ponovo. Gdje da pošaljem ovo?
I'd love to, I've already done this, but no problem, I can do it again. Where should I send this to?
Sehr gerne, dies habe ich zwar bereits getan aber kein Problem, kann ich nochmal machen. Wohin soll ich das hinschicken?
Puno vam hvala, IceCasino tim , za svu vašu pomoć i pomoć oko ovog slučaja.
Dragi Aleeee67 ,
Molimo vas da podnesete zahtjev za povlačenje i obavještavate nas o svim daljnjim dešavanjima. Jedva čekamo čuti od vas.
Thank you very much, IceCasino team, for all your help and assistance with this case.
Dear Aleeee67,
Please place the withdrawal request and keep us informed about any further developments. Looking forward to hearing from you.
Draga Aleeee67,
Jeste li primili svoje dobitke? Tajmer produžavamo za 7 dana. Imajte na umu da ćemo je u slučaju da ne ažurirate status svoje žalbe u datom roku odbiti. Jedva čekamo čuti od vas.
Dear Aleeee67,
Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.
Dragi IceCasino tim ,
Budući da nismo dobili nikakvu daljnju potvrdu od igrača, možete li nam dati dokaze da su sredstva poslana? Nakon toga mogli bismo ovu žalbu označiti kao riješenu.
Hvala vam puno unapred.
Dear IceCasino team,
Since we didn't receive any further confirmation from the player, could you please provide supporting evidence that the funds have been sent? Afterward, we could mark this complaint as resolved.
Thank you very much in advance.
Zdravo, Petronela
Sve transakcije su završene i uspješne, pogledajte snimku ekrana:
Igrač pravi nove depozite i nastavlja igrati na IceCasinu.
Srdačni pozdravi
Hello, Petronela
All the transactions a finished and successful, please refer to the screenshot:
Player is making new deposits and continues playing at IceCasino.
Kind regards
Na osnovu pratećih dokaza iz kazina zatvaramo žalbu kao 'riješenu' u našem sistemu.
Hvala puno, IceCasino tim na pomoći.
Dragi Aleeee67 ,
Molimo ne ustručavajte se kontaktirati naš Centar za rješavanje žalbi ako u budućnosti naiđete na bilo kakve probleme s ovim ili bilo kojim drugim kasinom. Tu smo da pomognemo.
Srdačan pozdrav,
Petronela
Casino.Guru
Based on supporting evidence from the casino we close the complaint as ‘resolved’ in our system.
Thank you very much, IceCasino team for your assistance.
Dear Aleeee67,
Please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
Besplatni profesionalni edukativni kursevi za zaposlene u online kazinima usmereni na najbolje prakse u industriji, poboljšanje iskustva igrača i pošten pristup kockanju.
Inicijativu koju smo pokrenuli s ciljem stvaranja globalnog sistema samoisključenja, koji će omogućiti ranjivim igračima da blokiraju pristup svim mogućnostima online kockanja.
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Proverite svoj inboks i kliknite na link koji smo Vam poslali:
youremail@gmail.com
Link će isteći za 72 časa.
Proverite svoj "Spam" ili "Promotions" folder ili kliknite na dugme ispod.
Konformacioni e-mail je poslat ponovo.
Proverite svoj inboks i kliknite na link koji smo Vam poslali: youremail@gmail.com
Link će isteći za 72 časa.
Proverite svoj "Spam" ili "Promotions" folder ili kliknite na dugme ispod.
Konformacioni e-mail je poslat ponovo.