Dragi Violesarto,
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 završi ovaj temeljni proces.
Možete li da navedete datum kada je kazino dao za vaš verifikacioni poziv? Da li su ovaj datum potvrdili predstavnici kazina?
Osim toga, da li ste naveli tačne kontakt podatke kako biste osigurali da se poziv odvija bez problema?
Kada ste poslednji put kontaktirali korisničku podršku kazina u vezi sa pozivom za verifikaciju?
Nadam se da ćemo moći da vam pomognemo da rešite ovaj problem što je pre moguće. Hvala unapred na odgovoru.
Srdačan pozdrav
Veronika
Dear Violesarto,
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.
Could you please specify the date the casino provided for your verification call? Was this date confirmed by the casino representatives?
Additionally, have you provided the correct contact details to ensure the call proceeded smoothly?
When was the last time you reached out to the casino's customer support regarding the verification call?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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