Dragi javet6ias0,
Hvala vam puno što ste podneli žalbu. Žao mi je što čujem za probleme sa zatvaranjem vašeg računa i zaplenom vašeg stanja nakon KIC procesa.
Da biste nam pomogli da istražimo i razjasnimo situaciju, možete li nam dati sledeće informacije:
- Možete li da prosledite bilo kakvu komunikaciju koju ste dobili od kazina u vezi sa navodnim kršenjem njihovih Uslova korišćenja usluge (ToS)?
- Da li je kazino ponudio neko konkretno objašnjenje o tome za koji deo njihovih uslova korišćenja ste bili optuženi za kršenje ili su ovo ostavili nejasnim?
- Da li ste dobili neka prethodna upozorenja ili obaveštenja o mogućim kršenjima uslova korišćenja usluge pre nego što je vaš nalog zatvoren?
- Možete li da potvrdite da li je ovo prvi put da ste pokušali da povučete sredstva sa ovog računa, i ako jeste, da li ste prethodno prošli kroz proces verifikacije?
Vaša saradnja je ključna, jer bez ovih detalja i relevantne komunikacije, nećemo moći da nastavimo sa vašim slučajem. Ako imate dodatne dokumente ili e-poruke iz kazina, molimo vas da ih prosledite na petronela.k@casino.guru .
Nadam se da ćemo moći da vam pomognemo da rešite ovaj problem što je pre moguće.
Hvala unapred na odgovoru.
Srdačan pozdrav,
Petronela
Dear javet6yas0,
Thank you very much for submitting your complaint. I’m sorry to hear about the issues with your account closure and the seizure of your balance after the KYC process.
To help us investigate and clarify the situation, could you please provide the following information:
- Could you forward any communication you received from the casino regarding the alleged breach of their Terms of Service (ToS)?
- Did the casino offer any specific explanation about which part of their ToS you were accused of breaching, or have they left this unclear?
- Have you received any prior warnings or notifications about possible ToS violations before your account was closed?
- Could you confirm whether this was the first time you attempted to withdraw funds from this account, and if so, had you previously been through a verification process?
Your cooperation is crucial, as without these details and relevant communication, we won’t be able to proceed with your case. If you have any additional documents or emails from the casino, please forward them to petronela.k@casino.guru.
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,
Petronela
Automatski prevedeno: