Zdravo Nicholas,
Hvala vam na vašem postu, žao nam je što imamo problema sa zahtevom za povlačenje. Prvo bismo vas željeli uvjeriti da smo uvijek rado viđeni kako naši igrači pobjeđuju, a velika većina naših igrača nema problema kada je u pitanju povlačenje s nama.
Pošto depozite za mobilne telefone u vaše ime obavlja mrežni pružatelj usluga, moramo osigurati da se ti depoziti očiste prije nego što možemo ići naprijed s obradom bilo kakvih povlačenja. To, nažalost, znači da nismo u mogućnosti obraditi vašu pobjedu dok ne dobijemo ove informacije.
Kada ste registrovali svoj račun, potvrdili ste da prihvatate naše uslove i odredbe. Nazvali bismo vam izvode iz odredaba i uslova koji se odnose na vaše okolnosti na sljedeći način:
Odeljak 8: Povlačenja
85. Zadržavamo pravo da poništavamo oklade i odbijemo ili odustanemo od povlačenja ako imamo bilo kakve razumne razloge za zatvaranje vašeg računa (vidi Odeljak 9 dole), uključujući gde postoje dokazi o „sumnjivoj aktivnosti" (vidi Odeljak 12 dole). Konkretno, ako sumnjamo u prijevaru ili lažnu aktivnost s vaše strane, ili nam se neki od vaših depozita naplaćuje kao rezultat (navodnog) lažnog korištenja ili gubitka vaše kreditne ili debitne kartice, zadržavamo pravo odbiti ili zadržite podizanje s vašeg Računa i, ako je potrebno, da zakonito naplatite bilo kakve isplate koje dugujete. Vaša je odgovornost dati ispravne bankovne podatke za dobitna plaćanja. Uložit ćemo razumne napore da vas kontaktiramo kako bismo dobili ispravne bankovne podatke.
86. Možemo vas tražiti da navedete druge podatke, poput dokaza o uplati telefonskog računa, pre nego što izvršimo plaćanje povlačenjem.
87. Cilj nam je da u roku od 3-4 radna dana (od ponedjeljka do petka, izuzev bankovnih praznika) zahtjeva obradimo podizanje sredstava za deponovanje klijenata. Isplata za korisnike bez deponiranja trajat će 10-12 radnih dana. Ako nam trebaju izvori sredstava, dokaz o plaćanju telefonskog računa ili bilo koje druge dokumentacije, povlačenje će biti odgođeno do prijema takvih dokumenata.
Kako nismo svesni vašeg ciklusa naplate, to može značiti da ćete morati pričekati dok ne bude generiran sljedeći račun. Izvinjavamo se zbog mogućih neugodnosti. Budite sigurni da će se vaša podizanja povući na vašem računu dok ne stigne tražena identifikacija.
Vidimo da ste poslali kroz snimke zaslona koje se odnose na vaš telefonski račun, nažalost, nismo u mogućnosti prihvatiti ih jer ne prikazuju potrebne podatke.
Suprotno vašem mišljenju o našoj nesklonosti plaćanja, srećni smo što naši igrači budu uspješni i, nakon što su zadovoljeni naši sigurnosni postupci, drago nam je što možemo izvršiti plaćanja.
Radujemo se što ćemo primiti vašu identifikaciju i krenuti dalje s obradom vašeg dobitnog plaćanja.
Međutim, ovaj je upit već postavljen na "pitajte kockare" (https://www.askgamblers.com/casino-complaints/mfortune-casino-withdrawal-withheld-with-absurd-reasons) i još uvijek traje.
Kako ne bi došlo do zabune obje strane, željeli bismo zadržati svu komunikaciju o ovom pitanju na izvornom niti za žalbe igara.
Srdačni pozdravi,
mFortune
Hi Nicholas,
Thank you for your post, We are sorry to hear your having difficulties with your withdrawal request. Firstly we would like to reassure you that we are always happy to see our players win, and the vast majority of our players have no issues when it comes to withdrawing with us.
As mobile telephone deposits are made on your behalf by the network provider, we do need to ensure these deposits have been cleared before we can move forward with processing any withdrawals. This does, unfortunately, mean that we are not able to process your win until we have received this information.
When you registered your account you confirmed your acceptance of our terms and conditions. We would refer you extracts from the terms and conditions which apply to your circumstances as follows:
Section 8: Withdrawals
85. We reserve the right to void bets and refuse or withhold a withdrawal where we have any reasonable grounds for closing your Account (see Section 9 below), including where there is evidence of "suspicious activity" (see Section 12 below). In particular, if we suspect fraud or fraudulent activity on your part, or any of your deposits are charged back to us as a result of (alleged) fraudulent use, or loss, of your credit or debit card, we reserve the right to refuse or withhold a withdrawal from your Account and, if necessary, to lawfully collect any payments owed by you. It is your responsibility to provide correct bank details for winning payments. We will make reasonable efforts to contact you to obtain correct bank details.
86. We may ask you to provide other information, such as proof of payment of a phone bill, before we make a withdrawal payment.
87. We aim to process withdrawals for depositing customers within 3-4 working days (being Monday to Friday, excluding Bank Holidays) of a request. Withdrawals for non-depositing customers will take 10-12 working days. Where we require source of funds, proof of payment of phone bill or any other documentation, withdrawals will be delayed pending receipt of such documents.
As we are unaware of your billing cycle, this may mean you may have to wait until the next bill has been generated. We apologise for any inconvenience caused. Rest assured your withdrawals will remain in your account until the requested identification has been received.
We can see you have sent through screenshots relating to your phone bill, unfortunately, we are unable to accept them as they do not show the information required.
Contrary to your view about our reluctance to pay out, we are happy for our players to be successful and, once our security procedures have been satisfied, we are pleased to be able to make payments.
We look forward to receiving your identification and moving forward with processing your winning payment.
However, this query has already been raised on "ask gamblers" (https://www.askgamblers.com/casino-complaints/mfortune-casino-withdrawal-withheld-with-absurd-reasons) and is still on going.
To avoid confusion for both parties we would like to keep all communication on this issue on the original ask gamblers complaint thread.
Kind regards,
mFortune
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