Dragi richieshort80,
Hvala vam puno što ste podneli žalbu. Žao mi je što čujem za vaš problem. Kazina obično zahtevaju najmanje jednu vrstu identifikacionog dokumenta (lična karta, vozačka dozvola, pasoš) i jednu vrstu dokaza o adresi (račun za komunalije, telefonski račun, itd.). Međutim, neka kazina mogu tražiti izvode iz banke, dokaz o vlasništvu nad načinom plaćanja koji se koristi za uplatu, razne selfije itd.
Neka kazina ne dozvoljavaju igračima da uplate depozite pre nego što podnesu dokumente, a druga kazina dozvoljavaju igračima da povuku prva ili nekoliko manjih povlačenja bez toga, ali najčešće kazina traže dokumente u trenutku prvog povlačenja.
Nažalost, ne mogu da govorim u ime kazina i čini se da ste dobili jasna uputstva o tome kako da postupite sa povlačenjem novca, pa vam predlažem da ih pratite. Ostaviću ovu žalbu otvorenom i ljubazno vas zamolio da nas redovno obaveštavate.
Hvala vam unapred na odgovoru.
Srdačan pozdrav,
Kristina
Dear richieshort80,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Casinos usually require at least one type of identity document (ID, driver's license, passport) and one type of proof of address (utility bill, phone bill, etc.). However, some casinos can ask for bank statements, proof of ownership of the payment method used to make a deposit, various selfies, etc.
Some casinos don't let players make deposits before they submit documents, and other casinos let players withdraw the first or few smaller withdrawals without it, but most often casinos ask for documents at the point of the first withdrawal.
Unfortunately, I cannot speak for the casino and it seems that you received clear instructions on how to proceed with the withdrawal, therefore I would suggest that you follow them. I will leave this complaint open and I would like to kindly ask you to keep us updated.
Thank you very much in advance for your reply.
Best regards,
Kristina
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