Draga RebeccaGraveling1402,
Hvala vam puno što ste podneli ovu žalbu. Žao mi je što čujem za problem sa kojim se suočavate.
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.
Da li je moguće da dostavite kazinu bankovni izvod koji prikazuje vaše lične podatke uključujući broj vaše kartice i depozite uplaćene u kazino?
Da li sam dobro razumeo da ste kontaktirali svoju banku tražeći zvanični dokument koji pokazuje broj vaše kartice, ali su oni odbili da vam ga daju?
Da li postoji način da dobijete podatke o vašoj kartici zajedno sa vašim imenom iz vaše bankarske aplikacije ili profila za internet bankarstvo?
Da li su vam svi ostali lični dokumenti verifikovani?
Nadam se da ćemo moći da vam pomognemo da rešite ovaj problem što je pre moguće. Hvala unapred na odgovoru.
Srdačan pozdrav,
Veronika
Dear RebeccaGraveling1402,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're facing.
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.
Is it possible for you to provide the casino with a bank statement showing your personal information including your card number and the deposits made into the casino?
Do I understand correctly that you contacted your bank asking for an official document showing your card number, but they refused to give it to you?
Is there any way to get your card details together with your name from your banking app or internet banking profile?
Have all your other identity documents been verified?
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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