Draga Lela3610,
Hvala vam puno što ste podneli žalbu. Žao mi je što čujem za vaš problem.
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.
Možete li mi reći koje ste dokumente već dostavili i kada ste tačno poslali poslednji?
Da li ste dostavili svu traženu dokumentaciju u najkraćem mogućem roku iu ispravnom formatu?
Što se tiče selfija, pokušajte da stavite mobilni telefon na sto, otvorite kameru, podesite samookidač i slikajte tako da vam obe ruke budu vidljive zajedno sa dokumentima koje kazino traži. Ako ste dobili bilo kakva uputstva od kazina u vezi sa selfijem i niste sigurni u njih, možete mi proslediti e-poštu ili mi poslati snimak ekrana sa uputstvima ovde. Moja mejl adresa je veronika.l@casino.guru .
Nadam se da ćemo moći da vam pomognemo da rešite ovaj problem što je pre moguće. Hvala unapred na odgovoru.
Srdačan pozdrav,
Veronika
Dear Lela3610,
Thank you very much for submitting your complaint. 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. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.
Could you please advise which documents you have already provided and when exactly did you send the last one?
Have you provided all the required documents as soon as possible and in the correct format?
Regarding the selfie, try placing your mobile phone on a table, open the camera, set the self-timer, and take a picture so that both of your hands are visible together with the documents the casino is requesting. If you received any instructions from the casino regarding the selfie and you are unsure about them, you can forward me the email or send me the screenshot with the instructions here. My email address is veronika.l@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,
Veronika
Automatski prevedeno: