Poštovani Abi4991,
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 detaljan proces završi.
Stoga bih preporučio da sačekamo još najmanje nedelju dana kako bi kazino imao dovoljno vremena da pregleda sve vaše dokumente. Ostaviću ovu žalbu otvorenom i ako ne bude razvoja, molimo vas da nas obavestite i mi ćemo intervenisati.
Hvala unapred na razumevanju.
Srdačan pozdrav,
Kristina
Dear Abi4991,
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 takes KYC lightly and it might take a few working days to complete this thorough process.
Therefore, I would recommend that we wait at least one more week so that the casino has enough time to review all your documents. I will leave this complaint open and if there is no development, please let us know and we will intervene.
Thank you in advance for your understanding.
Best regards,
Kristina
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