Poštovani jheimesmoreira66,
Ograničenja povlačenja koja vidite određuje naš provajder plaćanja. Dok provajder dozvoljava isplate od 30 BRL, mi smo postavili minimalni limit od 50 EUR. Nažalost, ne možemo da napravimo izuzetke od ove politike za bilo koje igrače.
Kao odgovor na vašu zabrinutost zbog 'nedavno dodanog pravila' u vezi sa minimalnim povlačenjem od 50 EUR, imajte na umu da su naši Uslovi i odredbe uspostavljeni pre pokretanja naše platforme i da ih je odobrio naš regulator (Antillephone NV). Nije nam dozvoljeno da menjamo ili dodajemo ove Uslove i odredbe nakon što ih odobri regulator.
U vezi sa verifikacijom dokumenta koju ste spomenuli, Menadžer korisničke podrške vas je 6. avgusta 2024. obavestio da su fotografije koje ste poslali nečitke i zatražio je da pružite jasnije slike. Nažalost, od vas smo dobili odgovor tek 20 dana kasnije. Kada pošaljete čitljive fotografije, KIC proces je odmah završen.
Sve u svemu, razumemo vašu zabrinutost i uputili smo vaš slučaj našem odeljenju za korisničku podršku na detaljniji pregled. Hvala vam što ste nam skrenuli pažnju na ovo, cenimo vaše povratne informacije!
Dear jheymesmoreira66,
The withdrawal limits you see are determined by our payment provider. While the provider allows withdrawals starting from 30 BRL, we have set a minimum limit of 50 EUR. Unfortunately, we are unable to make exceptions to this policy for any players.
In response to your concern about the 'recently added rule' regarding the minimum withdrawal of 50 EUR, please note that our Terms & Conditions were established prior to the launch of our platform and were approved by our regulator (Antillephone N.V.). We are not permitted to modify or add to these Terms & Conditions after they have been approved by the regulator.
Regarding the document verification you mentioned, the Customer Support Manager informed you on August 6, 2024, that the photos you submitted were illegible and requested that you provide clearer images. Unfortunately, we did not receive a response from you until 20 days later. Once you submitted legible photos, the KYC process was promptly completed.
Overall, we understand your concerns and have referred your case to our customer service department for a more detailed review. Thank you for bringing this to our attention, we value your feedback!
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