Dragi Nick i Casino Guru tim,
Hvala vam što ste nam dali priliku da razjasnimo situaciju u vezi sa zahtevom igrača za povlačenje.
Želeli bismo da potvrdimo da je nalog igrača uspešno prošao KIC verifikaciju. Prvo povlačenje je zatraženo na kreditnu karticu, međutim, banka je otkazala transakciju. Kao rezultat toga, sredstva su vraćena na račun igrača i mi smo o tome obavestili igrača, savetujući mu da zatraži povlačenje koristeći alternativni metod.
Igrač je zatim podneo novi zahtev svom IBAN-u. U skladu sa našim standardnim procedurama verifikacije za ovu vrstu transakcije, zatražili smo izvod iz banke da potvrdimo vlasništvo nad računom. Dok je slučaj bio u razmatranju i blizu odobrenja, igrač je otkazao zahtev i podneo novi putem kriptovalute, koja nažalost nije dostupna za povlačenje u ovom slučaju. Još jednom smo savetovali igrača da koristi svoj IBAN za isplatu.
Na kraju, igrač je sledio ovo uputstvo i sa zadovoljstvom potvrđujemo da je zahtev za povlačenje putem IBAN-a uspešno obrađen.
Razumemo frustraciju igrača zbog pomeranja u toku ovog procesa, ali uveravamo vas da je naš tim delovao u skladu sa internim politikama i propisima dobavljača plaćanja kako bi obezbedio sigurnost i pravilno rukovanje sredstvima.
Budite sigurni da privatnost igrača i bezbednost podataka shvatamo ozbiljno. Tražena dokumentacija se koristi isključivo u svrhu verifikacije, au skladu sa finansijskim propisima. Ostajemo u potpunosti posvećeni rešavanju svih nedoumica i ohrabrujemo igrača da se direktno obrati našem timu za podršku ukoliko im zatreba dalja pomoć.
Srdačan pozdrav,
Dear Nick and Casino Guru team,
Thank you for giving us the opportunity to clarify the situation regarding the player’s withdrawal request.
We would like to confirm that the player's account had successfully passed KYC verification. The initial withdrawal was requested to a credit card, however, the transaction was cancelled by the bank. As a result, the funds were returned to the player’s account, and we informed the player accordingly, advising them to request the withdrawal using an alternative method.
The player then submitted a new request to their IBAN. In line with our standard verification procedures for this type of transaction, we requested a bank statement to confirm ownership of the account. While the case was under review and close to approval, the player cancelled the request and submitted a new one via cryptocurrency, which unfortunately is not available for withdrawal in this case. We once again advised the player to use their IBAN for the payout.
Eventually, the player followed this instruction, and we are pleased to confirm that the withdrawal request via IBAN was processed successfully.
We understand the player’s frustration due to the back-and-forth during this process, but we assure you that our team acted in accordance with internal policies and payment provider regulations to ensure the safety and proper handling of funds.
Please rest assured that we take player privacy and data security seriously. The requested documentation is used solely for verification purposes, and in compliance with financial regulations. We remain fully committed to resolving any concerns and we encourage the player to reach out to our support team directly should they require further assistance.
Best regards,
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