Hvala vam na pruženim informacijama i dokazima, Vave Casino tim.
Poštovani Basiore,
Razumem da bi vam moglo izgledati malo čudno da je kazino označio kršenje pravila nakon što ste želeli da povučete svoje dobitke, međutim, to je industrijski standard prema kojem Knov Iour Customer (KIC), kao i protiv pranja novca (AML) proces se pokreće samo kada igrač podnese zahtev za povlačenje. Tek u ili tokom ovog vremena otkrivaju se bilo kakve razlike.
Nakon pažljivog pregleda informacija i dokaza koje je dostavio kazino, sa žaljenjem vas moram obavestiti da niste prošli proces verifikacije iz legitimnih razloga. Postoje indicije o vezama sa drugim nalozima sa sličnim igranjem i IP podudaranjem. Štaviše, neki od dokumenata koje ste dali pokazuju znake uređivanja ili neovlašćenog pristupa. Shodno tome, kao rezultat svega gore navedenog, ovu žalbu moramo odbiti.
Radnje koje je preduzeo kazino tim bile su u skladu sa utvrđenim smernicama, koje su vam ranije saopštene. Ja bih toplo preporučio da se u budućnosti uzdržite od takvog ponašanja, jer može dovesti do sličnih situacija u drugim kockarnicama ako se nastavi.
Žao mi je što ovom prilikom nismo mogli biti od veće pomoći. Ako budete imali problema sa ovim ili bilo kojim drugim kazinom u budućnosti, slobodno nam se obratite, a mi ćemo se potruditi da vam pomognemo.
Srdačan pozdrav,
Michal
Casino Guru
Thank you for the information and evidence provided, Vave Casino Team.
Dear Basior,
I understand it might seem a bit strange to you that the casino has flagged the rule violations after you wanted to withdraw your winnings, however, it is an industry standard that the Know Your Customer (KYC), as well as the Anti-Money Laundering (AML) process is initiated only once a player submits a withdrawal request. It is only at, or during, this time that any discrepancies are discovered.
After a careful review of the information and evidence provided by the casino, I regret to inform you that you did not pass the verification process for legitimate reasons. There are indications about links to other accounts with similar gameplay and IP matches. Furthermore, some of the documents you provided show signs of editing or tampering. Consequently, as a result of all the above, we must decline this complaint.
The actions taken by the casino team were in alignment with the established guidelines, which were communicated to you earlier. I would strongly recommend refraining from such behavior in the future, as it may result in comparable situations at other casinos if it persists.
I am sorry we could not be of more help on this occasion. Should you encounter any issues with this or any other casino in the future, please feel free to reach out to us, and we will try our best to help.
Best regards,
Michal
Casino Guru
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