Dragi kazino guru,
Evo odgovora na vaša pitanja:
Da li je kazino poslao samo 1 e-poruku u vezi sa video pozivom za verifikaciju? Da li je bilo još pokušaja da se kontaktira igrač u vezi sa tim?
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Poslali smo jednu pozivnicu e-poštom za sesiju video verifikacije 26. marta 2024. U e-poruci su jasno navedeni raspored i uputstva za sesiju. Kako je navedeno u mejlu, rok za pomeranje je bio 7 dana kasnije. Nismo poslali nikakve dodatne podsetnike e-poštom ili pozivnice.
Međutim, klijent je istog dana dobio i upozorenje u našem servisu sa ovim pozivom. Mogla je to da vidi čim se prijavi na našu veb stranicu ili aplikaciju.
Šta je bilo u temi mejla? Možemo tražiti od igrača da pronađe imejl i navede razlog zašto nije odgovorila na njega.
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Tema mejla je bila „Video verifikacija". Bio je u istoj niti kao prethodni razgovor podrške o verifikaciji naloga.
Da, želeli bismo da pitate igračicu zašto nam nije odgovorila jer ne tvrdi da nije primila naš mejl, ali da nije imala vremena da ga poseti:
„Kazino mi je jednostavno zatvorio račun jer nisam imao vremena za termin.
Ja idem na posao!"
Mogla je da ponovo zakaže termin, kao što je jasno navedeno u mejlu, ali je umesto toga odlučila da napiše žalbu.
Postoje li još neke prepreke da se korisniku dozvoli da završi svoju KIC/verifikaciju? Da li su prekršena neka druga pravila?
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Nije bilo drugih kršenja pravila. Međutim, da pojasnimo, neuspeh klijenta da učestvuje u sesiji video verifikacije, uprkos prijemu poziva i roku od 7 dana, predstavlja kršenje naše procedure verifikacije. Kao što je navedeno u našim Uslovima i odredbama, nepoštovanje procesa verifikacije može dovesti do zatvaranja računa i/ili oduzimanja dobitaka.
Da li je igrač obezbedio sve dokumente koje je kazino tražio od njega?
Da, igrač je prethodno dostavio potrebna dokumenta za verifikaciju. Međutim, zbog visokog nivoa kršenja u vezi sa prenosom naloga trećim licima, naša primarna briga je uspešan završetak sesije video verifikacije.
Ako je korisnik isporučio sve tražene dokumente na verifikaciju i kazino mu je poslao samo jednu e-poruku u kojoj se traži video poziv za verifikaciju (koji je jednostavno mogao biti izgubljen/pregledan pošto znamo da e-poruke mogu pasti u SPAM ili neželjene fascikle, ili je bilo iz drugog razloga), da li bi kazino bio u mogućnosti i voljan da mu pruži šansu da završi KIC?
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Iz argumentacije klijenta je jasno da je primila našu e-poštu, ali je odlučila da ne poseti sesiju, a ne da je previdela našu e-poštu.
Sa naše tačke gledišta, mi smo u mogućnosti da prihvatimo takvo rešenje za situacije kada igrači ne završe svoj KIC u roku od otprilike 1 meseca, i prihvatamo kada onlajn kazina imaju pravila sa takvim rokom navedenim u njihovim Uslovima i odredbama. Međutim, čak i ako igrači iz nekog razloga nisu u mogućnosti da ga završe u roku od 1 meseca, ali bi želeli da u potpunosti sarađuju da ga prođu, obično ne vidimo nikakav problem u tome čak ni nakon isteka perioda od 1 meseca.
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Klijent bi mogao da sarađuje sa nama tako što će poslati zahtev za promenu rasporeda kao odgovor na našu najnoviju e-poštu. Međutim, kupac nije uspeo da nam se obrati.
Pregledajte i recite nam svoje mišljenje o ovom pitanju. Obavestite nas ako su vam potrebne dodatne informacije.
Hvala vam na pažnji prema ovoj stvari.
Srdačan pozdrav,
Aleksandar
Leon Compliance Officer
Dear Casino Guru,
Here are the answers to your questions:
Did the casino send only 1 email regarding a verification video call? Were there any other attempts to contact the player about it?
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We sent one email invitation for the video verification session on March 26, 2024. The email clearly outlined the schedule and instructions for the session. As stated in the email, the deadline for rescheduling was 7 days later. We did not send any additional email reminders or invitations.
However, the client also received an alert in our service with this invitation on the same day. She could see it as soon as she logged in to our website or application.
What was in the subject of the email? We can ask the player to find the email and provide a reason why she has not answered it.
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The subject of the email was "Video verification". It was in the same thread as support's previous conversation about the account verification.
Yes, we would like you to ask the player why she didn't answer us since she doesn't claim that she hasn't received our email but that she didn't have time to visit it:
"The casino has now simply closed my account because I didn't have time for the appointment.
I go to work!"
She could reschedule the appointment, as was clearly stated in the email, but decided to write a complaint instead.
Are there any other obstacles to letting the user complete his KYC/verification? Were any other rules breached?
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There were no other rules breached. However, to clarify, the customer's failure to participate in the video verification session, despite receiving the invitation and the 7-day deadline, was a breach of our verification procedure. As stated in our Terms and Conditions, non-compliance with the verification process may result in account closure and/or the forfeiture of winnings.
Did the player provide all the documents that the casino requested from him?
Yes, the player had previously submitted required documents for verification. However, due to high level of violations connected with the transfer of the account to third parties, our primary concern is the successful completion of the video verification session.
If the user delivered all the requested documents for verification and the casino sent him only one email asking for the verification video call (which could have been simply lost/overlooked since we know that emails may fall into SPAM or junk folders, or there was any other reason), would the casino be able and willing to provide him with a chance to complete the KYC?
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It is clear from the argumentation of the customer that she received our email but decided not to visit the session rather then overlooked our email.
From our point of view, we are able to accept such a solution for situations when players do not complete their KYC within approximately 1 month, and we accept when online casinos have rules with such a period stated in their Terms and Conditions. However, even if players are not able to complete it within 1 month for some reason, but would like to fully cooperate to pass it, we usually do not see any problem with that even after 1 month period expired.
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The customer could cooperate with us by sending a reschedule request in response to our latest email. However, the customer failed to reach out to us.
Please review and tell us your consideration on this matter. Let us know if you require any further information.
Thank you for your attention to this matter.
Best regards,
Alexander
Leon Compliance Officer
Izmenjeno
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