Poštovani ciclon0825,
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 temeljni proces završi.
Da li ste dobili neko objašnjenje zašto dokument koji potvrđuje vaš način plaćanja nije odobren? Da li ste ga dali u ispravnom formatu (obično PDF) i za tačan vremenski period (obično poslednja tri meseca)?
Kada ste poslednji put komunicirali sa korisničkom podrškom u vezi sa ovim problemom? Šta je bio njihov predlog?
Nadam se da ćemo moći da vam pomognemo da rešite ovaj problem što je pre moguće. Hvala unapred na odgovoru.
Srdačan pozdrav
Veronika
Dear cyclon0825,
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 take KYC lightly and it might take a few working days to complete this thorough process.
Have you received any explanation as to why the document verifying your payment method was not approved? Have you provided it in the correct format (usually PDF) and for the correct time period (usually the last three months)?
When was the last time you communicated with customer support regarding this issue? What was their suggestion?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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