Dragi Yunus Emre,
Hvala vam što ste podnijeli žalbu. Žao mi je zbog vašeg problema. Dopustite mi da vam postavim nekoliko pitanja kako bih mogao u potpunosti razumjeti cijelu situaciju. Da li ste predali sve dokumente u potrebnom formatu? Na proslijeđenom snimku zaslona kaže da kazino ne prihvaća PDF formate, već samo JPEG ili JPG. Pored toga, sve dokumente treba učitati odvojeno, a samo traženi će se provjeriti i uzeti u obzir za verifikaciju KYC-a.
Možete li nas posavjetovati da li ste pokušali komunicirati ovaj problem sa kasinom?
Ako postoji neka relevantna komunikacija, proslijedite je na petronela.k@casino.guru .
Nadam se da ćemo vam moći pomoći da što prije riješite ovaj problem. Unaprijed se zahvaljujem na odgovoru.
Srdačan pozdrav,
Petronela
Dear Yunus Emre,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you submitted all your documents in the required format? It says on the forwarded screenshot that the casino doesn’t accept PDF formats, only JPEG or JPG. Additionally, all the documents need to be uploaded separately, and only requested ones will be checked and considered for the KYC verification.
Could you please advise if you have tried communicating this issue with the casino?
If there’s any relevant communication, please forward it to petronela.k@casino.guru.
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,
Petronela
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