Dragi dimitrissagkiot,
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 ovaj temeljni proces završi.
Proverio sam uslove i odredbe , i evo šta sam našao:
2.2. Prihvatanjem Uslova i odredbi dajete nam pravo da vršimo periodične inspekcije (po sopstvenom nahođenju) ili provere, koje mogu zahtevati treća lica (uključujući regulatorne organe) kako bi potvrdili vaš identitet i kontakt podatke („Provera").
U određenim okolnostima, možda ćemo morati da vas kontaktiramo i zamolimo da nam direktno dostavite dalje informacije kako bismo izvršili ove provere. Ako nam ne date ili ne možete da nam dostavite ove informacije, možemo suspendovati vaš nalog dok nam ne date ove informacije ili dok trajno ne zatvorite svoj nalog. Pored toga, moraćete da obezbedite identifikaciju svaki put kada dostignete 500 evra (500 evra) ili njihovu protivvrednost u kumulativnim depozitima ili povlačenjima i kada sumnjamo da je igrač u lažnim aktivnostima. Prihvatljiva dokumentacija za završetak provera uključuje:
a. Važeća i jasna kopija pasoša, ličnog dokumenta (ID) ili vozačke dozvole.
b. Nedavni račun za komunalne usluge (npr. gas, telefon, osiguranje) ne stariji od 2 meseca koji potvrđuje trenutnu adresu stanovanja: podaci (ime, adresa stanovanja + datum izdavanja dokumenta) moraju da se podudaraju sa podacima u detaljima igrača.
c. Dokaz o uplati – zavisi od korišćenog metoda depozita (kopija korišćene kreditne kartice, snimak ekrana e-novčanika ili nedavni bankovni izvod). Skenirane kopije se ne prihvataju kao potvrda.
d. Možda će biti potrebna dodatna verifikacija , kao što su, ali ne ograničavajući se na, dokaz o finansiranju za račune e-novčanika (Dokaz o sredstvima), selfiji sa identifikacionim dokumentom i Dokaz o bogatstvu (da se potvrdi dobrobit igrača).
Možete li da navedete koji od vaših ličnih dokumenata još uvek nije verifikovan od strane kazina?
Kada ste tačno poslali poslednji dokument na proveru? Da li ste dostavili svu traženu dokumentaciju u najkraćem mogućem roku iu ispravnom formatu?
Nadam se da ćemo moći da vam pomognemo da rešite ovaj problem što je pre moguće. Hvala unapred na odgovoru.
Srdačan pozdrav,
Veronika
Dear dimitrissagkiot,
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.
I have checked the Terms and Conditions, and this is what I found:
2.2. By accepting the Terms and Conditions you give us the right to perform periodic inspections (at our sole discretion), or checks, which may be required by third parties (including regulatory authorities) to confirm your identity and contact details ("Check").
In certain circumstances, we may need to contact you and ask you to provide us with further information directly in order to complete these checks. If you do not or cannot provide this information to us, we may suspend your account until you provide this information to us or permanently close your account. In addition, you will have to provide identification whenever you reach 500 euros (500 euros) or the equivalent thereof in cumulative deposits or withdrawals and when we suspect a player in fraudulent activity. Acceptable documentation to complete the checks includes:
a. Valid and clear copy of Passport, identity document (ID) or driver's license.
b. Recent utility bill (e.g., gas, phone, insurance) not older than 2 months confirming the current address of residence: the data (name, address of residence + date of issue of the document) must coincide with the data in Player’s details.
c. Proof of payment – subject to the deposit method used (copy of credit card used, e-wallet screenshot or recent bank statement). Scanned copies are not accepted as confirmation.
d. Additional verification may be required, such as but not limited to proof of funding for e-wallet accounts (Proof of funds), selfies with an identify document and Proof of wealth (to confirm welfare of the player).
Could you please specify which of your identity documents have not been verified by the casino yet?
When exactly did you send the last document for verification? Have you provided all the required documents as soon as possible and in the correct format?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Veronika
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