Hvala svima na odgovorima.
Priznajem da je ova situacija nezgodna.
Kao što sam već pomenuo, s jedne strane, moram da se složim sa kazino timom da je odgovornost igrača da pruži potpune i tačne informacije u svojim profilima naloga. Ovo se, između ostalih razloga, koristi u svrhe potencijalnog samoisključenja. Zbog toga kada ime i prezime nisu ispravno uneseni, blok samoisključenja možda neće raditi ispravno.
Ne kažem da je ovo vaš slučaj, ali naišao sam na slučajeve da su neki igrači namerno pogrešno uneli ove podatke, posebno da bi prevazišli blok samoisključenja.
S druge strane, ako su inicijali (možda uneti greškom) umesto tačnog imena jedina „manja" netačnost, a kao što ste pomenuli, dostavili ste kazino timu svoju ličnu kartu i dokaz adrese gde je jasno vaše puno ime prikazano, ne bih očekivao da će ovaj „manji" detalj biti razlog za neisplatu dobitaka.
Još jedan važan faktor, bogdangrigore634 koji se ne može tek tako zanemariti je, kao što ste napisali, već ste samoisključeni u Nemačkoj, a pokušali ste da se samoisključujete i u Verde kazinu. Na snimcima ekrana vidim da vam je operater ćaskanja uživo dao jasne instrukcije šta je potrebno za zatvaranje vašeg naloga, a puna saradnja igrača je neophodna da bi se ovo uspešno obradilo.
Mogu se složiti sa tobom, bogdangrigore634 da samoisključivanje u VerdeCasinu nije u potpunosti završeno, ali ipak, kazino tim ne može da zanemari sve gore navedeno.
Imajte na umu da se inicira dalja KIC i AML provera, uglavnom nakon podnošenja povlačenja. Ovo je industrijski standard u većini kazina. Dakle, ako postoje neslaganja sa vašim podacima, igrom, finansijskim transakcijama, problemima sa kockanjem ili bilo čim drugim, oni se u većini slučajeva otkrivaju tek u ovom trenutku.
Iz iskustva znamo da igračima sa problemima sa kockanjem nije lako da prestanu da se kockaju kada je iskušenje veliko, a kazina bi trebalo da preduzmu odgovarajuće korake da pomognu takvim igračima. Međutim, lična odgovornost igrača takođe igra važnu ulogu u ovim situacijama.
Iako mogu da razumem da možda predložena ponuda kazino tima za vraćanje vaših depozita možda neće u potpunosti ispuniti vaša očekivanja, s obzirom na sve gore navedeno, čini se da je ovo fer ponuda.
Thank you all for your responses.
I acknowledge this situation is a tricky one.
As I already mentioned, on one hand, I must agree with the casino team that it is the player's responsibility to provide full and accurate information in their account profiles. This, among other reasons, is used for potential self-exclusion purposes. That's why when the name and surname are not correctly entered, the self-exclusion block might not work properly.
I'm not saying this is your case, but I've come across cases where some players intentionally entered this data wrongly, especially to overcome the self-exclusion block.
On the other hand, if the initials (maybe entered mistakenly) instead of the correct name are the only "minor" inaccuracy, and as you mentioned, you did provide the casino team with your ID and proof of address where your full name is clearly displayed, I would not expect this "minor" detail to be a reason for not paying out the winnings.
Another important factor, bogdangrigore634 that can't be ignored just like that is, as you wrote, you are already self-excluded in Germany, and you attempted to self-exclude yourself in Verde Casino as well. I can see in the screenshots that you were clearly instructed by the live chat operator what is needed for closing your account, and the player's full cooperation is essential for this to be processed successfully.
I can agree with you, bogdangrigore634 that the self-exclusion in VerdeCasino was not fully completed, but still, the casino team can't ignore all the abovementioned.
Please understand that a further KYC and AML check is initiated, mainly after a withdrawal is submitted. This is an industry standard in most casinos. So if there are any discrepancies with your data, gameplay, financial transactions, gambling issues, or anything else, they are discovered in most cases only at this time.
We know from experience that it is not easy for players with gambling problems to just stop gambling when the temptation is great, and the casinos should take appropriate steps to help such players. However, the player's personal responsibility also plays an important role in these situations.
Although I can understand that maybe the proposed offer by the casino team to return your deposits might not fully meet your expectations, considering all the above, this seems to be a fair offer.
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