Draga Karin66,
Hvala vam na vašim e-porukama i izvinjavam se zbog zakašnjelog odgovora.
Što se tiče mog prethodnog odgovora, to je bio automatski generisan odgovor od strane našeg sistema i možete ga smatrati irelevantnim. To se dešava kada šaljete samo e-poštu i ne odgovarate direktno u ovoj niti. Možete videti da je tajmer podešen za casino.guru pošto ste odgovorili ovde.
Što se tiče vašeg problema - iako ste ponovo poslali dokumente u kazina, oni i dalje ne moraju da ispunjavaju uslove kazina. Neki od tih dokumenata nisu jasni/delimično zamagljeni ili nečitljivi. Štaviše, kazino vam je dao jasna uputstva za bankovnu karticu koju je potrebno dodatno proveriti. Iako je sada na fotografiji ceo broj kartice, i verovatno bi se mogao prihvatiti, ponovo niste prikrili tačan deo(e) na njoj.
Međutim, ako postoje bilo kakve nedoslednosti u priloženim dokumentima, kazino ima pravo da od vas zatraži dodatna dokumenta/verifikaciju u bilo kom trenutku. To je industrijski standard i toplo preporučujem da dostavite kazinu(ima) tražene dokumente. U suprotnom, ne možemo da idemo dalje, i ne možemo više ništa da vam pomognemo u rešavanju vašeg problema.
Nakon što pregledate vaše poslednje poslate dokumente, preporučujem vam da zamolite nekoga ko ima bolji mobilni telefon i kameru (ili jednostavno kameru) da snimi potrebne fotografije boljeg kvaliteta i da sledi uputstva kazina. Moraju biti ispunjeni svi zahtevi – pokrivanje tačnih brojeva/delova dokumenata, svi uglovi lične karte/karte moraju biti vidljivi na fotografijama i sve mora biti jasno i čitljivo. Na primer, možete da pokušate da proverite kvalitet dokumenta tako što ćete ga zumirati – ako nakon višestrukog zumiranja nije moguće jasno pročitati lične podatke na dokumentima, kvalitet je nizak.
Takođe, ako kazino treba da obavi poziv, to je deo procesa verifikacije. Stoga se bojim da ćete morati da se dogovorite o pozivu sa predstavnikom kazina i obavite ga.
Dragi Thunderbolt Casino tim,
Nisam siguran da li sam dobio kompletnu komunikaciju, ali iz podataka koje je dao igrač vidim da je poziv trebalo da bude 19. decembra 2022. godine, a ne 20. decembra 2022. godine.
Naveli ste da postoji nerešen problem u jednom od vaših sestrinskih kazina. Da bismo konačno krenuli negde sa problemom igrača, da li biste mogli da nam date informacije u kom kazinu(ima) se ovaj problem desio, da li je već rešen, i ako nije, šta je potrebno da se uradi na strani igrača da bi se rešio to? Da li ima ažuriranja o pomenutom problemu u dotičnim kazinom?
Ako vam je zgodnije, slobodno mi dostavite odgovor na moju e-poštu ( branislav.b@casino.guru ).
Dear Karin66,
Thank you for your emails, and I am sorry for the delayed response.
Regarding my previous reply, it was an automatically generated reply by our system, and you can consider it irrelevant. It happens when you only send emails and do not reply directly in this thread. You can see that the timer has been set for casino.guru since you replied here.
As for your issue - although you sent the documents to the casinos again, they still do not have to meet the casino's requirements. Some of those documents are not clear/partially blurry or unreadable. Moreover, the casino gave you clear instructions for the bank card that needs to be additionally verified. Although now there is the whole card number in the photo, and it could be likely accepted, you did not cover up the correct part(s) on it again.
However, if there are any inconsistencies in the provided documents, the casino has the right to ask you for additional documents/verification at any time. That is industry standard, and I strongly recommend you provide the casino(s) with the requested documents. Otherwise, we cannot move forward, and there is nothing more we could help you with in resolving your issue.
After reviewing your lastly sent documents, I recommend you ask someone around with a better mobile phone and camera (or simply a camera) to take the needed photos in better quality and follow the casino's instructions. All requirements have to be met - covering the correct numbers/parts of the documents, all ID/card corners have to be visible on the photos, and everything has to be clear and readable. For example, you can try to check the quality of a document by zooming it in - if, after multiple zooms, it is not possible to clearly read the personal details on the documents, the quality is low.
Also, if the casino needs to make a call, it is a part of the verification process. Therefore, I am afraid you will have to agree on a call with a casino representative and make it.
Dear Thunderbolt Casino Team,
I am not sure if I received a complete communication, but from the data provided by the player, I see that the call should have been made on December 19, 2022, not on December 20, 2022.
You stated that there is an outstanding unresolved issue at one of your sister casinos. To finally move somewhere with the player's issue, could you please provide us with the information in what casino(s) this issue occurred, whether it has been already resolved, and if not, what is needed to be done on the player's side to resolve it? Is there any update on the mentioned issue in the casino(s) in question?
If it is more convenient for you, feel free to provide me with a reply to my email (branislav.b@casino.guru).
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