Dragi silverhank77,
Hvala vam puno što ste podneli žalbu. Žao mi je što čujem za vaš problem.
Imajte na umu da je KIC veoma važan i suštinski proces, tokom kojeg kazino osigurava da se novac pošalje pravom vlasniku. Kako nemaju luksuz da fizički vide sve igrače i provere njihove identifikacione i dokumente, 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.
Kazino ne traži ništa neobično, velika većina onlajn kazina treba da proveri metod depozita kako bi se uverio da pripada određenom igraču. Štaviše, mi lično često predlažemo Skipe poziv da bismo proverili identitet igrača.
Predlažem da razgovarate o pitanju izgubljene kartice sa kazinom i koje su vaše alternativne opcije. Nekako mora postojati način da verifikujete svoje depozite jer se oni nisu pojavili na vašem nalogu niotkuda i kazino ovde je najbolja tema da vas vodi kroz ovo. Onda u potpunosti sarađujte i pružite sve tražene informacije što je pre moguće i molim vas, obaveštavajte me.
Hvala unapred na odgovoru.
Srdačan pozdrav,
Kristina
Dear silverhank77,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important 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 being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to 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.
The casino is not asking for anything unusual, the vast majority of online casinos need to verify the deposit method to ensure that it belongs to a specific player. Moreover, we personally often suggest a Skype call to verify the player's identity.
I would suggest that you discuss the issue of the lost card with the casino and what are your alternative options. Somehow there must be a way to verify your deposits as they didn't just appear in your account out of nowhere and the casino here is the best subject to guide you through this. Then fully cooperate and provide all the requested information as soon as possible and please, keep me updated.
Thank you in advance for your reply.
Best regards,
Kristina
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