Dragi Kosolanorbi,
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.
Možete li da potvrdite da čekate samo verifikaciju vašeg videa i da su svi vaši dokumenti verifikovani?
Da li je ovo vaše prvo povlačenje novca iz ovog kazina?
Kada ste poslednji put komunicirali sa kazinom u vezi sa video verifikacijom?
Da li ste poslali traženi video u visokom kvalitetu kako bi svi dokumenti bili jasno vidljivi i čitljivi?
Nadam se da ćemo moći da vam pomognemo da rešite ovaj problem što je pre moguće. Hvala unapred na odgovoru.
Srdačan pozdrav,
Veronika
Dear Koszolanorbi,
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.
Could you please confirm that you are waiting only for the verification of your video and all your documents have been verified?
Is this your first withdrawal from this casino?
When was the last time you communicated with the casino regarding your video verification?
Have you sent the requested video in high quality so that all the documents are clearly visible and readable?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Veronika
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