Dragi j2lax4xo,
Hvala vam puno što ste podnijeli žalbu. Žao mi je što čujem za vaš problem.
Imajte na umu da je KYC veoma važan i suštinski proces, tokom kojeg kazino osigurava da se novac pošalje pravom vlasniku. Kako nemaju luksuz da fizički vide sve igrače i provjere njihove identifikacijske i dokumente, to je jedini način na koji kockarnice mogu završiti procedure verifikacije. Nijedno od kockarnica ne uzima olako KYC i može potrajati nekoliko radnih dana da se završi ovaj temeljiti proces.
Da li sam dobro shvatio da je provjera vaše adrese još jedna prepreka koja stoji između vas i vašeg dobitka?
Nadam se da ćemo moći da Vam pomognemo da rešite Vaš problem što je pre moguće. Jedva čekamo čuti od vas.
Srdačan pozdrav,
Petronela
Dear j2lax4xo,
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 casinos takes KYC lightly and it might take a few working days to complete this thorough process.
Do I understand correctly that verifying your address seems to be another obstacle standing between you and your winnings?
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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