Zdravo i dalje ništa. Učitavam najnoviji odgovor, odbijaju da provere moj izvor sredstava, sada je prošlo više od 7 dana, takođe su odbili da mi daju sve transkripte ćaskanja od početka sa svim lažima koji pokušavaju da sve to prikriju. kontaktirao komisiju za kockanje u koju su sada uključeni jer će uskoro biti adr g. K je pokušao da eskalira stvar na drugu fazu Više puta sam im rekao u imejlovima da ne želim ovo jer je vremenski okvir 8 nedelja i ja sam ne čekajući, imam pravo da sada ovo podnesem sudu jer kompanija MrK prati bilo koju od navedenih smernica i pokušava da pokuša da uradi bilo šta da ne isplati, sasvim je očigledno šta se ovde dešava. Tako sam uznemiren i naglasio da kompanija može ovo da uradi i pokuša da se izvuče sa ovim.
Zdravo Stefano,
Izvinite zbog kašnjenja da vam se vratim, ja lično nisam radio preko vikenda. Međutim, tim za zaštitu igrača radi 7 dana u nedelji.
Hvala vam što ste nam skrenuli pažnju na svoju zabrinutost i na strpljenju dok sam istraživao vašu žalbu i uzimao sva saznanja kako bismo poboljšali iskustvo igrača koje pružamo. Žao mi je što vas proces uznemirava.
Da bismo bili sigurni da ćemo tačno odgovoriti na vašu zabrinutost, evo rezimea žalbe koju ste podneli:
Nezadovoljni ste vremenom koje je potrebno za obradu ručnog povraćaja neuspelog povlačenja i zahteva za dodatnim informacijama
Završio sam detaljnu istragu o ovom pitanju. Evo rezimea mojih nalaza:
Kreiranje i verifikacija naloga: Vaš nalog „Stefd3213" je kreiran i e-verifikovan 07.04.2022. koristeći detalje date prilikom registracije. Račun je tada omogućen za depozite i klađenje
Povlačenje/ručni povraćaj sredstava: Dana 21.8.2024. zatražili ste povlačenje od 4.000 funti. Ovo je obrađeno sa naše strane, međutim, nije uspelo zbog vašeg Engage bankovnog računa. Da bi razmotrio obradu ručnog transfera, tim za iskustvo igrača je zatražio izvod iz banke. Izjava o angažovanju nije pokazala BIC ili IBAN, što je značilo da nismo u mogućnosti da izvršimo ručni prenos za angažovanje. Potvrdili ste da Engage nema ili ne daje BIC/IBAN. Na osnovu ovoga, Plaier Ekperience Team je savetovao otvaranje naloga koji bi olakšao transfer. Otvorili ste i naveli detalje za Monzo nalog. Da bismo ispunili naše regulatorne obaveze, morali smo da pregledamo bankovne izvode pre nego što bismo mogli da nastavimo sa transferom
Due Diligence: Kao licencirani operater, od nas se zahteva da sprovodimo stalnu dužnu proveru tokom trajanja vašeg naloga. Na osnovu pregleda dokumenta, Tim za zaštitu igrača je zahtevao neke dodatne informacije. Teško nam je da tražimo sve informacije odjednom jer ćemo možda morati da postavimo dodatna pitanja ili zatražimo dodatna dokumenta na osnovu onoga što ste prvobitno dali kako bismo nam pomogli da odgovorimo na sva pitanja koja imamo u vezi sa sredstvima koja ste koristili za kockanje. Cenim da ovo može delovati nametljivo, ali od njih tražimo samo da ispune naše regulatorne obaveze. Kao i svi operateri i finansijske institucije, moramo da obezbedimo da novac koji se koristi za finansiranje vašeg naloga dolazi iz legitimnih i legalnih izvora. Više o izvoru sredstava možete pročitati od Komisije za kockanje
Uslovi i odredbe: Kada se registrujete, slažete se sa našim uslovima i odredbama da možemo tražiti dokumente tokom vašeg boravka sa nama, tačnije 6.20. Kao licencirani operater, od nas se zahteva da sprovedemo brojne provere (stalne provere) tokom čitavog vremena dok imate nalog kod nas u vezi sa našom licencom i drugim regulatornim obavezama. Da bismo mogli da završimo ove provere, u bilo kom trenutku možemo da zatražimo da nam dostavite lične dokumente i/ili informacije u vezi sa vašim načinom(ima) plaćanja i/ili vašim ličnim i/ili finansijskim okolnostima. Pokušaćemo da zatražimo ove informacije čim to bude neophodno i dok ne primimo tražene dokumente i ispunimo ove provere na naše razumno zadovoljstvo, ograničićemo vašu mogućnost deponovanja ili povlačenja sredstava.
Na osnovu moje istrage, otkrio sam sledeće:
Vaš nalog je ispravno e-verifikovan i omogućen za depozite i klađenje
Zahtevi za dokumente su podneti i zahtevi za dodatne informacije u skladu sa našim regulatornim obavezama i našim uslovima i odredbama
Dokumenti, informacije i račun se još uvek pregledaju
Nakon pažljivog razmatranja, doneo sam sledeću odluku:
4.000 funti će ostati na sigurnom računu dok se ne završe provere dokumenata
Trenutno nema ažuriranja za pregled. Cenim to što je čekanje frustrirajuće i nastaviću da činim sve što mogu da pomognem da se provere završe. Javićemo vam se čim ažuriranje bude dostupno od tima
Hi still nothing I’m uploading the latest reply they refuse to check my source of funds now it’s been over 7 days they have also refused to give me all transcripts chats from the start with all the lies trying to cover it all up I’ve contacted the gambling commission they are now involved as are soon to be the adr mr Q tried to escalate the matter to the second stage I told them in emails multiple time I don’t want this as the time frame is 8 weeks and I’m not waiting I’m well in my rights to take this to court now as a company MrQ do follow any of the guidelines stated and try try try to do anything to not pay out it’s quite obvious what’s going on here I’m so upset and stressed out as a company can do this and try and get away with this.
Hello Stefano,
Sorry for the delay in coming back to you, I personally was not working over the weekend. However, the Player Protection Team does work 7 days a week.
Thank you for bringing your concerns to our attention and for your patience while I investigated your complaint and take any learnings found to improve the player experience we deliver. I'm sorry to hear that the process is causing you distress.
To ensure we address your concerns accurately, here is a summary of the complaint you submitted:
You are unhappy at the time taken to process a manual refund of your failed withdrawal & the requests for additional information
I have completed a thorough investigation into the matter. Here is a summary of my findings:
Account Creation and Verification: Your account "Stefd3213" was created and e-verified on 07/04/2022 using the details provided at sign-up. The account was then enabled for deposits and wagering
Withdrawal/Manual Refund: On 21/08/2024 you requested a £4,000 withdrawal. This was processed on our end, however, failed due to your Engage bank account. To look into processing a manual transfer the Player Experience Team requested a bank statement. The Engage statement did not show a BIC or IBAN which meant we were unable to complete a manual transfer to engage. You confirmed that Engage do not have or provide BIC/IBAN's. Based on this the Player Experience Team advised opening an account that would facilitate the transfer. You opened and provided details for a Monzo account. To comply with our regulatory obligations the bank statements needed to be reviewed before we could proceed with the transfer
Due Diligence: As a licensed operator, we are required to carry out ongoing due diligence during the lifetime of your account. Based on the document review the Player Protection Team required some additional information. It is difficult for us to ask for all of the information at once as we may need to ask further questions or request further documents based on what you initially supplied to help us answer any queries we have regarding the funds you have used to gamble. I appreciate these can feel intrusive but we only ever ask these to meet our regulatory obligations. Like all operators and financial institutions, we need to ensure the money used to fund your account has come from legitimate and legal sources. You can read more from the Gambling Commission here on the source of funds
Terms and Conditions: When you sign up you agree to our terms and conditions that we can request documents during your time with us, specifically 6.20. As a licensed operator, we are required to conduct a number of checks (ongoing due diligence) during the whole time that you have an Account with us relating to our license and other regulatory obligations. To be able to complete these checks, at any time we may request that you provide us with personal documents and/or information relating to your payment method(s) and/ or your personal and/or financial circumstances. We will try to request this information as soon as it becomes necessary to do so and until we receive the requested documents and satisfy these checks to our reasonable satisfaction, we will limit your ability to deposit or withdraw your funds.
Based on my investigation, I have found the following:
Your account was correctly e-verified and enabled for deposits and wagering
The document requests were made and requests for additional information were made in line with both our regulatory obligations and our terms & conditions
The documents, information & account are still currently being reviewed
After careful consideration, I have reached the following decision:
The £4,000 will remain safe on the account until the document checks are completed
There is no update at this time for the review. I appreciate that the wait is frustrating and I will continue to do all I can from my end to help get the checks completed. As soon as an update is available from the team I will be in touch
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