Zdravo Petronela,
Hvala vam što ste otvorili žalbu.
Dobio sam mejlove od nekoliko predstavnika Roulette-a (preko KIC@Rolletto.com) koji me obaveštavaju da vozačka dozvola nije dovoljna. Kao odgovor, postavio sam fotografije svog pasoša i selfija, koji su takođe bili odbijeni. Napomena: kada pokušam da učitam bolje fotografije direktno preko Rolletto linkova, prilozi se ili automatski odbijaju ili se jednostavno ne otpremaju, tj. izgleda da se uvek obrađuju, ali se nikada ne obrađuju.
Juče sam im par puta poslao poruku uživo. Jedan mi je rekao da ne mogu da predam vozačku dozvolu, za šta sam već znao, a drugi je rekao da su moje fotografije još uvek u pregledu i da treba da se obratim njihovoj adresi support@Rolletto.com. Na kraju sam poslao e-poštu na adrese e-pošte KIC i podrške na jednu e-poštu. Neko sa adrese podrške mi se vratio i rekao da kontaktiram KIC osobu. Elijah mi se preko KIC-a kasnije vratio i rekao da je moja fotografija za pasoš odbijena i da treba da otpremim njenu JPEG verziju.
Zbog mojih problema sa otpremanjem navedenog dokumenta na veb lokaciju, odlučio sam da dodam fotografiju svom odgovoru e-poštom. Moj imejl je poslat sinoć oko 21 sat i još nisam dobio odgovor.
Jasno je da je moj problem bio neučitavanje pasoša od početka, iako je nejasno zašto vozačka dozvola (drugi oblik državne lične karte) ne bi bila dovoljna. Ipak, pokušao sam više puta da otpremim, postavim upit, ispravim podnesak pasoša i izgleda kao da je Roletova taktika odugovlačenja, kada je sve ovo moglo biti ispravljeno mnogo ranije.
Pobrinuo sam se da snimim sve svoje poruke e-poštom i napravio sam snimke ekrana detalja mog naloga kao meru predostrožnosti. Drago mi je da podelim ako ovo pomaže u odgovoru.
Lee
Hi Petronella,
Thank you for opening up the complaint.
I've received emails from a couple of representatives from Roulette (via KYC@Rolletto.com) informing me that a driving license is insufficient. In response, I uploaded photos of my passport and selfie, which appeared to be rejected also. Note: when I attempt to load better photos directly via the Rolletto links the attachments are either rejected automatically or just simply do not upload, i.e. always appears to be processing but never processed.
Yesterday, I messaged their live chat a couple of times. One told me that I can't submit a driving license, which I already knew about and the other said my photos were still in review and that I should contact their support@Rolletto.com address. I ended up emailing the KYC and Support email addresses on a single email. Someone from the support address came back to me and said to contact the KYC person. Elijah via KYC later came back to me to say my passport photo had been rejected and that I should upload a JPEG version of it.
Due to my issues uploading said document on the web site I decided to append the photo to my email response. My email was sent at around 9pm-ish last night and I've yet to receive a response.
Clearly, not uploading my passport from the beginning was my issue, although it's unclear why a driving license (another form of government ID) would not suffice. Nevertheless, I've tried multiple times to upload, query, rectify the passport submission and it just feels like stall tactics on Rolletto's part, when all of this could have been rectified much sooner.
I've made sure to record all my email comms and have taken screen shots of my account details as a precaution. Happy to share if this helps with the response.
Lee
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