Hej,
Nedavno sam kontaktirao korisničku podršku SOL-a da li mogu da podignem svoje dobitke direktno u hladni kripto novčanik (umesto da koristim Binance Pai, koji sam ranije deponovao oko 140€), kako bih izbegao korišćenje Binance-a i ponovno plaćanje naknada za kasnije slanje to u "hladni" kripto novčanik. Podrška mi je rekla da to nije moguće jer nisam koristio ovaj metod za deponovanje sredstava.
To je bilo u redu. Zato sam koristio Binance Pai da podignem 100 €, što je dobro funkcionisalo.
Posle pobede u još nekoliko igara pokušavao sam da podignem još 100€ preko Binance Pai-a i sada je zatražena video verifikacija gde treba da napravim video selfi sa pasošem. Ja sam to uradio. Podrška je rekla da je video verifikacija uspela, ali sada mi podrška kaže da moram da čekam svoje dobitke do 31 (!) dan jer žele da provere da li je "nefer igra bila prisutna" (što možete videti na snimcima ekrana poslato). Razumem da ponekad ljudi moraju da čekaju novac kada su u pitanju onlajn kazina, ali 31 dan čekanja izgleda pomalo okrutno za kupca kome je ostalo 304€ na računu (od čega se 100€ traži za povlačenje).
Mislim da treba sprečiti da se ovo pravilo zadržavanja novca do 31 dana tako lako primenjuje na kupce koji su u potpunosti verifikovani.
Takođe ne razumem zašto sam morao da verifikujem pomoću „video selfija" kada je moj nalog već bio verifikovan ranije? Naravno, ipak sam napravio video selfi da bih dobio novac što je brže moguće, ali čini se da sada moram još duže da čekam.
Možete li mi pomoći da ubrzam ovaj proces i da razjasnim da li je ova klauzula u njihovim Uslovima prihvatljiva za pravila i uslove poštenog kockanja?
Hvala unapred na trudu!
Hey,
I was recently contacting the SOL customer support if I can withdraw my winnings to a cold crypto wallet directly (instead of using Binance Pay, which I used to deposit around 140€), in order to avoid using Binance and paying fees again for later sending it to the "cold" crypto wallet. The support told me it was not possible since I didn't use this method to deposit the funds.
That was okay. So I used Binance Pay to withdraw 100€, which worked fine.
After winning a few more games I was trying to withdraw another 100€ via Binance Pay and now a video verification was requested where I should take a video selfie of myself with a passport. I did this. The support said the video verification was successful, but, now the support tells me I have to wait for my winnings up to 31 (!) days because they wanna check if "unfair play was present" (what you can see in the screenshots I sent). I understand sometimes people have to wait for money when it comes to online casinos, but 31 days of waiting seems a bit cruel for a customer who has 304€ left on balance (100€ of which are requested for withdrawing).
I think it should be prevented that this rule of holding back money possibly up to 31 days will be applied so easily to customers who are fully verified.
I also do not understand why I had to verify with a "video selfie" when my account was already verified before? I did the video selfie anyway to get my money as fast as possible of course, but now I have to wait even longer it seems.
Can you please help me to speed up this process and to clarify if this clause in their T&C is acceptable for fair gambling rules and conditions?
Thank you in advance for your effort!
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