Draga Nadia,
Hvala vam na e-poruci i dodatnim detaljima.
Nakon što smo prikupili i pregledali sve potrebne informacije i obavili internu diskusiju sa timom, odlučili smo da zatvorimo ovu žalbu kao neopravdanu zbog kršenja uslova i odredbi kazina – postoje razumni razlozi da se veruje da je reč o višestrukom korišćenju naloga ili dosluhu. , kao i nemogućnost prolaska KIC-a, koji je neophodan da biste mogli da povučete bilo kakva sredstva sa vašeg kazino računa.
Postoji i nekoliko nedoslednosti u vašoj verziji priče, a tu su i potpuno nebitne i beskorisne informacije za slučaj - koje ste podelili iznad.
Zaista nije važno da li je neko koristio vašu referentnu vezu, ili je to urađeno sa drugog uređaja ili IP adrese, i nije važno da li ste vi jedini koristili svoju adresu e-pošte u kazinu - u većini onlajn kazina , to je nametnuto njihovim sistemima, i nije moguće registrovati se sa istom adresom e-pošte više od jednom. Pored toga, pomenuli ste verifikaciju 2. nivoa - takođe irelevantno jer obično ima više nivoa verifikacije.
Što se tiče vaših tvrdnji da vam je nalog blokiran nakon što je „otišao na +", to uopšte nije tačno. Vaš nalog je zatvoren jer ste prekršili Uslove i odredbe kazina, koje ste prihvatili prilikom registracije. Međutim, kazino je to otkrio nakon što je zatražio povlačenje - nije u obavezi da izvrši dodatne provere ranije. Industrijski standard je da igrači moraju da koriste samo načine plaćanja koji im pripadaju, na svoje ime, i sopstvena sredstva za depozite - to automatski znači da je zabranjeno korišćenje istog načina plaćanja na više od jednog naloga , logično. Prihvatanje kripto e-novčanika može značiti da bi igrači mogli da izbegnu verifikaciju svojih načina plaćanja ili porekla sredstava, ali postoje i drugi uslovi koji moraju da budu ispunjeni. Preporučujem vam da detaljno pročitate pravila kazina, dostupna na linku iznad, posebno delove 5, 7 i 8. Delimično, i odeljak „Protiv pranja novca" je posvećen ovoj temi.
Ako je privatni razmenjivač (usluga treće strane) trebalo da bude razlog da se vaš način plaćanja poklapa sa načinom plaćanja koji se koristi na drugim nalozima, kao što ste tvrdili, to bi bila pre „otežavajuća okolnost". Uprkos tome što to u osnovi nema smisla u vezi sa vašim drugim zahtevima u vezi sa vašim depozitima i isplatama, kazino mora da proveri sve načine plaćanja koji se koriste na vašem nalogu. U slučaju da ste koristili bilo koju uslugu treće strane u te svrhe ili onemogućili kazinu da se verifikuje kao vlasnik deponovanih sredstava ili koristili metode plaćanja (ili se podudaraju sa načinom plaćanja na drugom nalogu), nažalost, trebalo bi da imate računali na opciju da vaša verifikacija neće biti moguća, a vi ste rizikovali sva deponovana sredstva.
Na kraju, ali ne i najmanje važno, čekali smo konačnu odluku regulatora, koja je jasna, a vi ste obavešteni šta ste počinili. Stoga prihvatamo odluku kazina.
Žao mi je što nismo bili u mogućnosti da vam pomognemo sa ovim, ali molim vas, ne ustručavajte se da nas kontaktirate u budućnosti, ako naiđete na bilo kakve probleme sa ovim ili bilo kojim drugim kazinom. Tu smo da pomognemo.
Ako niste zadovoljni rešenjem za pritužbu, preporučujem vam da konsultujete organ za kockanje koji reguliše kazino. U slučaju bilo kakvih pitanja, slobodno mi pišite na _KSKSKSKSKS_0@email.kkkkk .
Srdačan pozdrav,
Branislav, Kazino.Guru
Dear Nadia,
Thank you for your email and the additional details provided.
After gathering and reviewing all the necessary information and having an internal discussion with the team, we decided to close this complaint as unjustified due to breaching the casino's terms and conditions - there are reasonable grounds to believe that we are talking about multiple account use or collusion, as well as the impossibility to pass the KYC, which is a must to be able to withdraw any funds from your casino account.
There are also several inconsistencies in your version of the story, and there is also completely irrelevant and useless information for the case - shared by you above.
It really does not matter if your referral link was used by anyone, or if it was done from another device or IP address, and it does not matter if you were the only one who used your email address in the casino - in most online casinos, it is enforced by their systems, and it is not possible to register with the same email address more than once. In addition, you mentioned the 2nd level verification - also irrelevant since there are usually more levels of verification.
As for your claims that your account has been blocked after it "went to +", this is not correct at all. Your account was closed because you breached the casino's Terms and Conditions, which you accepted upon registration. However, the casino detected it after requesting a withdrawal - it is not obliged to perform additional checks earlier. It is an industry standard that players have to use only payment methods belonging to them, in their own names, and their own funds for deposits - it automatically means that it is forbidden to use the same payment method(s) in more than one account, logically. Accepting crypto e-wallets may indicate that players could avoid the verification of their payment methods or their funds' origin, but there are also other conditions that have to be met. I recommend you read the casino's rules in detail, available on the link above, especially parts 5, 7, and 8. Partially, also the section "Anti-Money Laundering" is devoted to the topic.
If a private exchanger (3rd party service) should have been a reason that your payment method matched with the payment method used in other accounts, as you claimed, it would be rather an "aggravating circumstance". Despite it basically does not make sense in connection with your other claims regarding your deposits and withdrawals, the casino has to verify all the payment methods used in your account. In case you used any 3rd party service for such purposes or made it impossible for a casino to verify yourself as the owner of the deposited funds or used payment methods (or it matched with payment method in another account), unfortunately, you also should have counted on the option that your verification will not be possible, and you risked all the deposited funds.
Last but not least, we were waiting for the regulator's final decision, which is clear, and you were informed of what you committed. Therefore, we accept the casino's decision.
I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.
If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by. In case of any questions, feel free to write to me at branislav.b@casino.guru.
Best regards,
Branislav, Casino.Guru
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