Draga Heather,
Hvala vam što ste podnijeli žalbu i proslijedili svu relevantnu komunikaciju. Žao mi je zbog vašeg problema.
Molimo vas da shvatite da je KYC vrlo važan i bitan proces, tokom kojeg se kasino pobrine da novac bude poslan pravom vlasniku. Budući da nemaju luksuz da mogu fizički vidjeti sve igrače i provjeriti njihovu identifikaciju i dokumente, ovo je jedini način na koji kockarske ustanove mogu izvršiti postupke provjere.
Da li dobro razumijem da navodno netačni bankovni podaci izgledaju kao prepreka između vas i vašeg dobitka? Da li ste predali sve ostale lične dokumente potrebne za verifikaciju? Je li ovo vaš prvi pokušaj podizanja dobitaka iz ovog kasina?
Nadam se da ćemo vam moći pomoći da što prije riješite svoj problem. Radujem se vašem javljanju.
Srdačan pozdrav,
Petronela
Dear Heather,
Thank you very much for submitting your complaint and forwarding all the relevant communication. 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.
Do I understand correctly that allegedly incorrect bank details seem to be obstacles standing between you and your winnings? Have you submitted all the other personal documents required for the verification? Is this your first attempt to withdraw winnings from this casino?
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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