Poštovani Gaz911,
Hvala vam puno što ste podneli ovu žalbu. Žao mi je što čujem za vaše negativno iskustvo sa MrK kazinom i razumem vašu zabrinutost. Proverio sam odeljak sa čestim pitanjima na veb lokaciji kazina i evo šta sam našao:
Kartica mi je zamenjena, šta da radim?
Ako je vaša kartica zamenjena iz bilo kog razloga, bilo da je to zato što je izgubljena ili ukradena, ili je možda istekla, a trenutno imate stanje veće od £1 koji želite da podignete, pošaljite e-poruku payments@mrq.com i:
navedite razlog zašto morate da ažurirate svoj način plaćanja, npr. vaš primarni način plaćanja je istekao
kopiju zamenske kartice koja prikazuje prvih 6 i poslednje 4 cifre (iz bezbednosnih razloga, nemojte nam davati svoj trocifreni CVC broj)
ili, ako želite da povučete sredstva na PaiPal, snimak ekrana koji prikazuje vaše lične podatke.
Tim za plaćanja će vam se javiti što je pre moguće i obavestiti vas o daljim koracima koji će vam pomoći u povlačenju.
Možete li da nam kažete da li ste kontaktirali korisničku podršku preko payments@mrq.com i objasnio im problem sa karticom koja je istekla?
Da li ste ranije izvršili uspešne isplate iz ovog kazina?
Možete li da nam kažete da li ste prošli punu KIC verifikaciju?
Nadam se da ćemo moći da vam pomognemo da rešite ovaj problem što je pre moguće. Hvala unapred na odgovoru.
Srdačan pozdrav
Veronika
Dear Gaz911,
Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with MrQ Casino and understand your concern. I have checked the FAQ section of the casino website and this is what I found:
My card has been replaced, what do I do?
If your card has been replaced for any reason, whether it be because it was lost or stolen, or perhaps it expired, and you currently have a balance higher than £1 that you want to withdraw, please email payments@mrq.com and:
provide a reason why you need to update your payment method, E.G, your primary payment method has expired
a copy of the replacement card showing the first 6 and last 4 digits (for security reasons, please do not provide us with your 3 digit CVC number)
or, if you wish to withdraw the funds to PayPal, a screenshot showing your personal details.
Payments team will get back to you as soon as possible and let you know of the further steps to assist with your withdrawal.
Could you please advise if you contacted customer support via payments@mrq.com and explained the issue with your expired card to them?
Have you made any successful withdrawals from this casino before?
Could you please advise if you passed the full KYC verification?
I hope we will be able to help you resolve this matter as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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