Dragi poikolainencaroline,
hvala vam što ste podelili svoje iskustvo i dali nam priliku da razmotrimo ovaj slučaj.
Prema našoj reviziji, POIKOLAINEN je koristio nevažeće podatke. Naime, prezime koje je koristilo prilikom registracije na našem sajtu razlikovalo se od onog u njenim ličnim dokumentima.
Ova radnja je prekršila naše uslove i odredbe:
„2.4 Morate nam dati tačne lične podatke prilikom registracije, koji uključuju vaše ime, prezime i datum rođenja, kao i kontakt podatke, adresu, broj telefona i e-poštu.
Stoga je naše Odeljenje za rizike bilo prinuđeno da primeni procedure koje bi sprečile prevaru. Na osnovu naših pravila:
„2.6.1 Ako ne verifikujete svoj nalog u predviđenom roku, dobici će biti zaplenjeni i vaš nalog će biti trajno zatvoren zbog neuspele procedure verifikacije;"
Uzastopno je njen depozit vraćen i aktivni bilans konfiskovan.
Tokom obrade ovog slučaja, naše Odeljenje za rizik je dobilo obaveštenje od igračice u kojem se navodi da je ona zaista pogrešno postupala sa podacima, pojašnjavajući da je prijavljivanje u skladu sa stvarnim prezimenom.
Uzimajući u obzir primljene informacije i na osnovu naše evidencije, naš tim je odlučio da favorizuje klijenta, a mi smo ažurirali njene lične podatke u profilu. Pored toga, vratili smo iznos od 1480,34 EUR, osim prethodnog vraćenog depozita.
Prema našim poslednjim proverama, klijent je iskoristio svoja sredstva, a takođe je primenio i zamrzavanje računa do datuma: 20.12.2023.
Zaista razumemo da takve okolnosti mogu biti frustrirajuće i izvinjavamo se zbog prouzrokovanih neprijatnosti. Međutim, želimo da istaknemo da smo delovali u skladu sa našom Politikom protiv pranja novca (AML), pošto je bezbednost veoma važna za sve uključene strane.
Hvala na razumevanju,
Need For Spin Casino predstavnik
Dear poikolainencaroline,
thank you for sharing your experience and giving us the opportunity to look into this case.
According to our audit, POIKOLAINEN has used invalid data. Specifically, the surname used during registration on our website differed from the one in her personal documents.
This action violated our Terms and Conditions:
"2.4 You must provide us with correct personal data during registration, which includes your name, surname and date of birth, as well as contact details, address, phone number, and email".
Therefore, our Risk Department was forced to apply procedures that would prevent a fraudulent activity. Based on our rules:
"2.6.1 If you fail to verify your account in established time, winnings will be confiscated and your account will be permanently closed due to failed verification procedure;"
Consecutively her deposit was refunded and active balance confiscated.
During the processing of this case, our Risk Department has received a notification from the player which stated that she indeed has mishandled the data, clarifying that the login aligns with the actual surname.
Considering the received information and based on our records, our team has decided to favor the client, and we have updated her personal information in the profile. In addition, we have reimbursed the amount of 1480.34 EUR, except the previous refunded deposit.
As of our latest checks the customer has utilized her funds, and also applied an account freeze until the date: 20.12.2023
We truly understand that such circumstances can be frustrating, and we apologize for the inconvenience caused. However, we would like to highlight that we acted in accordance to our Anti-Money Laundering (AML) Policy, as security is highly important for all parties involved.
Thank you for understanding,
Need For Spin Casino Representative
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