Poštovani mercaugda30,
Ja sam Mihal i preuzeo sam ovu žalbu. Pregledao sam ovaj slučaj i samo da znate, KIC kao i AML su veoma važni i suštinski procesi. Razumem da ovi procesi ponekad mogu da budu frustrirajući, ali kazina takođe moraju da poštuju pravila i propise, tako da, iako mogu da saosećam sa vama da ceo proces može da se obavi lakšim za korisnika ili brže, to je standardna procedura koju kazina imaju pravo na. Pronašao sam ovo pravilo u Uputstvima i uslovima kazina
4.8 Stake zadržava pravo, u bilo kom trenutku, da zatraži bilo koju KIC dokumentaciju koju smatra neophodnom za utvrđivanje identiteta i lokacije igrača . Stake zadržava pravo da ograniči uslugu, plaćanje ili povlačenje dok se identitet ne utvrdi u dovoljnoj meri , ili iz bilo kog drugog razloga po sopstvenom nahođenju. Stake takođe zadržava pravo da otkrije informacije o igraču u skladu sa pravnim postupkom ili kako je drugačije dozvoljeno politikom privatnosti Stake-a (vlasnik i operater Stake-a), a korišćenjem Usluge potvrđujete i saglasni ste sa mogućnošću takvog obelodanjivanje.
Uz ovo rečeno, kontaktiraću kazino da rasvetlim ovu stvar. Želeli bismo da pozovemo Stake Casino da se pridruži razgovoru.
Poštovani Stake Casino,
Možete li nam dati informacije o tome zašto dokumenti koje vam je igrač već dao nisu dovoljni? Alternativno, koji dokumenti su potrebni da bi se uspešno završile KIC i AML provere?
Dear mercaugda30,
I'm Michal, and I have taken over this complaint. I have reviewed this case, and just so you know, KYC as well as AML are very important and essential processes. I understand that these processes can sometimes be frustrating, but the casinos need to follow rules and regulations as well, so although I can empathize with you that the whole process can be done more user-friendly or quicker, it is a standard procedure that the casinos are entitled to. I have found this rule in the casino's T&Cs
4.8 Stake reserves the right, at any time, to ask for any KYC documentation it deems necessary to determine the identity and location of a Player. Stake reserves the right to restrict the Service, payment or withdrawal until identity is sufficiently determined, or for any other reason in Stake’s sole discretion. Stake also reserves the right to disclose a Player’s information as appropriate to comply with legal process or as otherwise permitted by the privacy policy of Stake (owner and operator of Stake), and by using the Service, you acknowledge and consent to the possibility of such disclosure.
With this being said, I will contact the casino to shed more light on this matter. We would like to invite Stake Casino to join the conversation.
Dear Stake Casino,
Can you please provide information on why the documents the player has already provided you are not sufficient? Alternatively, what documents are needed to successfully finish the KYC and AML checks?
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