Draga karina_69,
Raznolikost i dostupnost načina plaćanja ne upravlja isključivo kazino. Nekoliko faktora, kao što su organ za izdavanje dozvola, geolokacija, ugovori sa provajderima plaćanja i bankarska ograničenja, svi imaju veliki uticaj. Ako je način plaćanja bio dostupan za depozite, to ne znači nužno da će biti ponuđen i za isplate, takođe se može prekinuti u bilo kom trenutku. Nažalost, kazina su ponekad nemoćna i ograničena u ponudi svih dostupnih načina plaćanja svim svojim klijentima.
Nažalost, pošto ste odlučili da igrate preko svog bilansa pre nego što rešimo vašu žalbu, bojim se da ne postoji mnogo više što može da se uradi sa naše strane da vam pomogne u ovom trenutku. Razumem da čekanje na povlačenje može da bude frustrirajuće, i u idealnom slučaju, želeli bismo da vidimo da se isplate obrađuju u roku od nekoliko sati, ali kao što smo ja i moja koleginica Petronela spomenuli, kazina moraju da obave KIC i AML provere pre svakog povlačenja , i kao što možete zamisliti, za ovo je potrebno vreme.
Nažalost, pošto ste odlučili da igrate preko svog novca, nismo u mogućnosti da nastavimo sa daljom istragom ili predložimo moguća rešenja i nemamo izbora osim da odbijemo ovu žalbu.
Žao nam je što nismo bili u mogućnosti da vam pomognemo sa ovim, ali nemojte oklevati da nas kontaktirate u budućnosti ako naiđete na bilo kakve probleme sa ovim ili bilo kojim drugim kazinom, a mi ćemo se potruditi da vam pomognemo.
Srdačan pozdrav,
Michal
Dear karina_69,
The variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering all available payment methods to all their customers.
Sadly, as you decided to play over your balance before we could solve your complaint, I'm afraid there is not much else that can be done from our side to help you at the moment. I understand that waiting for the withdrawal can be frustrating, and ideally, we would like to see the withdrawals being processed within a couple of hours, but as I and my colleague Petronela mentioned, the casinos need to do KYC and AML checks before every withdrawal, and as you can imagine, this takes time.
Unfortunately, as you have decided to play over your money, we’re not able to proceed with a further investigation or suggest possible solutions and have no choice but to reject this complaint.
Sorry we were not able to help you with this one, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino, and we will try our best to help.
Best regards,
Michal
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