Dragi Kuroichigo123 ,
Moje ime je Kubo i bio sam u procesu razmatranja vaše žalbe. Međutim, nakon što smo dobili dodatne informacije od kazina, pokazalo se da je vaš nalog označen od strane Sumsub sistema verifikacije. Utvrđeno je da su dokumenti koje ste dostavili za više brendova falsifikovani ili da pripadaju trećoj strani, što je jasno kršenje Uslova i odredbi kazina, kao i KIC i AML politika.
Imajte na umu da je KIC (Knov Iour Customer) kritičan proces za kazina, koji obezbeđuje poštovanje propisa protiv pranja novca i pomaže u sprečavanju prevare i krađe identiteta. Provera identiteta igrača je od suštinskog značaja za održavanje bezbednog i odgovornog okruženja za igre, zaštitu maloletnika i negovanje poverenja među korisnicima. Na kraju krajeva, ove mere doprinose sigurnijem i pouzdanijem iskustvu igranja za sve igrače.
Kao rezultat dostavljenih informacija, nismo u mogućnosti da nastavimo sa vašom pritužbom i moramo je, nažalost, odbaciti kao neopravdanu .
Za buduću referencu, preporučujem vam da se striktno pridržavate Uslova i odredbi kazina i da izbegavate sve radnje koje bi se mogle smatrati pokušajem da prevarite kazino ili zaobiđete njegove politike pružanjem lažnih ili obmanjujućih informacija.
Cenim vaše razumevanje i žalim što nisam mogao da ponudim povoljnije rešenje u ovom slučaju. Ako u budućnosti naiđete na bilo kakve dodatne probleme sa ovim ili bilo kojim drugim kazinom, ne ustručavajte se da kontaktirate naš Centar za rešavanje žalbi. Uvek smo tu da vam pomognemo.
Srdačan pozdrav,
Kubo
Dear Kuroichigo123,
My name is Kubo, and I was in the process of reviewing your complaint. However, after receiving additional information from the casino, it has come to light that your account was flagged by the Sumsub verification system. The documents you submitted across multiple brands were either found to be forged or belonged to a third party, which is a clear violation of the casino's Terms & Conditions, as well as the KYC and AML policies.
Please understand that KYC (Know Your Customer) is a critical process for casinos, ensuring compliance with anti-money laundering regulations and helping to prevent fraud and identity theft. Verifying player identities is essential for maintaining a safe and responsible gaming environment, protecting minors, and fostering trust among users. Ultimately, these measures contribute to a more secure and reliable gaming experience for all players.
As a result of the information provided, we are unable to proceed with your complaint, and it must unfortunately be rejected as unjustified.
For future reference, I strongly advise that you strictly adhere to the casino's Terms & Conditions and avoid any actions that could be perceived as attempting to deceive the casino or bypass its policies by providing false or misleading information.
I appreciate your understanding, and regret that I could not offer a more favorable resolution in this instance. Should you encounter any further issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. We are always here to assist you.
Best Regards,
Kubo
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