Poštovani cj103738 ,
Izvinjavam se zbog zakašnjelog odgovora.
Hteo sam da vas obavestim o statusu vaše žalbe. Nakon razgovora sa predstavnikom Linkoln kazina van ove teme, obavešten sam da dokaz o adresi koji ste dostavili ne ispunjava standarde kazina. Tražili su da ponovo pošaljete odgovarajući dokument, ali izgleda da to još nije učinjeno.
Imajte na umu da je procedura Upoznaj svog klijenta (KIC) ključna za kazina, jer su zakonski obavezna da verifikuju identitet, starost, lokaciju i izvor sredstava svojih korisnika. Važno je napomenuti da je spremnost kazina da sačeka na podnošenje vašeg dokumenta značajan čin dobre volje. Obično onlajn kazina nameću strogi vremenski okvir za završetak KIC procesa. Ako se igrači ne pridržavaju, njihovi računi se često zatvaraju, a saldo se poništava.
Odeljenje za rizik kazina i dalje insistira na razgovoru sa vama. Pozivi za verifikaciju su standardna praksa u industriji i koriste se za potvrdu identiteta igrača postavljanjem nekoliko pitanja u vezi sa njihovim nalogom i ličnim podacima. Međutim, čini se da niste bili voljni da učestvujete u ovom pozivu.
U ovom trenutku, savetujem vam da kontaktirate korisničku podršku kazina putem njihovog ćaskanja uživo, zatražite da razgovarate sa supervizorom i objasnite svoju situaciju. Molimo vas da napravite snimke ekrana razgovora i pošaljite mi ih na jakub.m@casino.guru .
Hvala.
Dear cj103738,
I apologize for the delayed response.
I wanted to update you on the status of your complaint. After speaking with a representative from Lincoln Casino outside of this thread, I was informed that the proof of address you submitted did not meet the casino's standards. They requested that you resend the appropriate document, but it appears that this has not yet been done.
Please remember that the Know Your Customer (KYC) procedure is crucial for casinos, as they are legally required to verify the identity, age, location, and source of funds of their users. It's important to note that the casino's willingness to wait for your document submission is a significant act of goodwill. Typically, online casinos impose a strict timeframe for completing the KYC process. If players fail to comply, their accounts are often closed, and balances are voided.
The casino's Risk Department still insists on having a conversation with you. Verification calls are standard practice in the industry and are used to confirm a player's identity by asking a few questions related to their account and personal data. However, it seems that you have been reluctant to participate in this call.
At this point, I advise you to reach out to the casino's customer support via their live chat, ask to speak with a supervisor, and explain your situation. Please take screenshots of the conversation and send them to me at jakub.m@casino.guru.
Thank you.
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