Obraćam se da se zvanično požalim na to kako je Jacktop Casino poništio moj dobitak od 4.106 EUR nakon dugotrajnog procesa verifikacije, koji je počeo 24. jula i trajao do sada, novembra.
Tokom ovog procesa od mene su tražena brojna dokumenta: lična karta, dokaz adrese, nekoliko selfija sa ličnim dokumentom, provera načina plaćanja, Mifiniti snimke ekrana, izvod iz banke, pa čak i novi selfi.
Svaki put kada sam predao tražena dokumenta, oni su potvrdili da je moj nalog verifikovan i da mogu da nastavim sa povlačenjem. Međutim, kada sam pokušao da se povučem, oni bi to odbili i tražili dodatna dokumenta. Ovaj proces napred-nazad se nastavio mesecima. Tokom čitavog vremena, odmah sam davao svaki dokument koji su tražili.
Uklonili su moj originalni način plaćanja i zahtevali od mene da otvorim Jeton nalog, iako ranije nisam koristio Jeton. Nakon što su ispunili sve uslove, zatražili su video poziv. Međutim, uprkos tome što su se povinovali, tvrdili su da moji odgovori „nisu dovoljno dobri" i poništili su moj dobitak. Želim da napomenem da engleski nije moj primarni jezik.
Ovaj proces se čini preteranim i nepravednim. Nakon što sam dostavio svaki traženi dokument i učinio se dostupnim na video snimku, frustriran sam rezultatom.
Smatram da je ova odluka nepravedna i nadam se pravednom rešenju.
I am reaching out to formally complain about how Jacktop Casino voided my winnings of 4,106 EUR after a drawn-out verification process, which started on July 24th and lasted until now, November.
Throughout this process, I was asked for numerous documents: ID, proof of address, several selfies with my ID, payment method verification, Mifinity screenshots, a bank statement, and even a new selfie.
Each time I submitted the requested documents, they confirmed that my account was verified and that I could proceed with a withdrawal. However, when I attempted to withdraw, they would decline it and request additional documents. This back-and-forth process continued for months. Throughout, I promptly provided every document they asked for.
They removed my original payment method and required me to create a Jeton account, though I had not used Jeton before. After completing all requirements, they requested a video call. However, despite complying, they claimed my answers were "not good enough" and voided my winnings. I want to mention that English is not my primary language.
This process has felt excessive and unfair. After providing every document requested and making myself available on video, I am frustrated by the outcome.
I feel this decision was unjust and am hoping for a fair resolution.
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