Dragi Petre,
Pružamo vam informacije u vezi sa ovom žalbom.
Obaveštavamo vas da je igrač prošao automatsku verifikaciju kompanije Sumsub na veb lokaciji.
U trenutku povlačenja, finansijsko odeljenje je zahtevalo dodatne dokumente za potvrdu bankovnog računa korisnika, koje je finansijsko odeljenje zatražilo 28.11.2023 07:32:48 UTC+0.
Dokumenti koje je korisnik poslao finansijskom odeljenju nisu ispunjavali uslove. Finansijsko odeljenje je obavestilo korisnika o ovome putem e-pošte povezane sa kazino računom u 2023-12-27 15:44:24 UTC+0, navodeći dokumente potrebne za potvrdu bankovnog računa i njihov format.
2024-01-02 07:48:15 UTC+0 Finansijsko odeljenje je ponovo zatražilo dokumentaciju neophodnu za verifikaciju bankovnog računa, a takođe je obavestilo da je korisnički račun zatvoren za vreme verifikacije i da ukoliko korisnik ne dostavi sve potrebna dokumenta do 27.02.2024., račun će biti zatvoren zbog pravila kazina klauzula 14.6.1.
U 2024-01-30 07:42:59 UTC+0 i 2024-02-05 07:51:09 UTC+0 od korisnika je zatraženo da napravi selfi sa vozačkom dozvolom u rukama na pozadini naše veb stranice kazina , pošto je korisnički nalog bio na odeljenju rizika za proveru
Pošto korisnik nije dao tražene podatke za verifikaciju, račun igrača je zatvoren, a sa računa igrača je skinut iznos od 343 evra, o čemu je korisnik obavešten putem mejla koji je povezan sa kazino nalogom na 2024-03- 04 09:05:37 UTC +0 zbog kršenja pravila kazina, klauzule 14.6.1:
14.6.1. Stelario zadržava pravo da zatvori vaš nalog i jednostrano ukine uslove i odredbe ako:
- korisnik nije potvrdio vlasništvo nad nalogom (nije prošao proceduru verifikacije), nije potvrdio način plaćanja u roku od 90 dana ili je odbio da prođe verifikaciju, Stelario ima pravo da otpiše preostala sredstva sa neaktivnih račun u svoju korist.
Obaveštavamo vas da su sve radnje u vezi sa korisničkim nalogom sprovedene striktno u skladu sa važećim pravilima našeg kazina, sa kojima je korisnik pristao prilikom registracije naloga.
S poštovanjem,
Odeljenje za rizik Stelario kazina.
Dear Peter,
We provide you with information regarding this complaint.
We inform you that the player has passed Sumsub's automatic verification on the website.
At the time of withdrawal, the financial department required additional documents to confirm the user’s bank account, which the financial department requested at 2023-11-28 07:32:48 UTC+0.
The documents sent by the user to the financial department did not meet the requirements. The financial department notified the user about this by email linked to the casino account at 2023-12-27 15:44:24 UTC+0, indicating the documents required to confirm the bank account and their format.
2024-01-02 07:48:15 UTC+0 financial department again requested the documents necessary for verification of the bank account, and also notified that the user’s account was closed for the duration of verification and that if the user does not provide all the necessary documents by 02/27/2024, the account will be closed due to casino rules clause 14.6.1.
At 2024-01-30 07:42:59 UTC+0 and 2024-02-05 07:51:09 UTC+0 the user was asked to take a selfie with a driver’s license in his hands against the background of our casino website, since the user’s account was on a check risk department
Since the user did not provide the information requested for verification, the player’s account was closed, and a balance amount of 343 EUR was deducted from the player’s account, about which the user was notified by email linked to the casino account at 2024-03-04 09:05:37 UTC +0 due to violation of casino rules clause 14.6.1:
14.6.1. Stelario reserves the right to close your account and terminate the terms and conditions unilaterally if:
- the user did not confirm ownership of the account (did not pass through the verification procedure), did not confirm his payment method within 90 days, or refused to go through verification, Stelario has the right to write off the remaining funds from the inactive account in its favor.
We inform you that all actions regarding the user's account were carried out strictly in accordance with the current rules of our casino, which the user agreed to when registering the account.
Sincerely,
Risk Department of Stelario Casino.
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