Dragi jermzkk211
Hvala vam puno što ste podneli žalbu. Žao mi je što čujem za vaš problem.
Imajte na umu da je KIC osnovni i suštinski proces, tokom kojeg kazino osigurava da se novac pošalje pravom vlasniku. Kako nemaju luksuz da fizički vide sve igrače i provere njihove lične karte i dokumenta, to je jedini način na koji kockarske ustanove mogu da završe procedure verifikacije. Nijedan od ozbiljnih i licenciranih kazina ne shvata KIC olako i može potrajati nekoliko radnih dana da se ovaj temeljni proces završi.
- Možete li navesti koje ste dokumente već dostavili?
- Da li sam dobro razumeo da je vaš zahtev za povlačenje trenutno „na čekanju" na vašem nalogu?
- Da li ste dobili povratnu informaciju u vezi sa statusom verifikacije nekog od podnetih dokumenata?
- Možete li navesti koji bonus bez depozita (bonus kod) ste iskoristili u kazinu?
Nadam se da ćemo moći da vam pomognemo da rešite ovaj problem što je pre moguće. Hvala unapred na odgovoru.
Srdačan pozdrav,
Tomas
Dear jermzkk211
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a fundamental 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 physically seeing all of the players and checking their identification and documents, this is the only way gambling establishments can complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.
- Could you please list which documents you have already provided?
- Do I understand correctly your withdrawal request is currently 'pending' in your account?
- Did you receive any feedback regarding the verification status of any of the submitted documents?
- Could you please specify which no-deposit bonus (bonus code) have you redeemed in the casino?
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,
Tomas
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