Zdravo Petronela,
Hvala vam puno na brzom odgovoru. Potpuno razumem zašto je KIC proces toliko važan za kazina i dao sam sve od sebe da ispoštujem i pružim sve što su tražili. Završio sam ovaj proces na kladionicama i drugim kockarnicama, bez ovakvih problema. Mogu li da pitam da li ste mogli da vidite mejlove koje sam poslao kazinu i koje sam postavio kao priloge uz svoju žalbu? Oni pružaju neki kontekst.
Moj nalog je u potpunosti verifikovan pre nego što je moj prvi zahtev za povlačenje završen. Otpremio sam svoju ličnu kartu i dokaz o adresi i sve je bilo normalno i moje prvo povlačenje je isplaćeno bez problema.
Kada je sledeći zahtev za povlačenje od 500 € odbijen, kontaktirao sam ih i tražili su izvod iz banke za račun na koji sam povlačio, da dokaže da je moj (Moj početni depozit od 190 € je bio sa USDT kriptovalutom). Iako je to izgledalo čudno pošto ovo nije bilo pitanje za prvo povlačenje, poslao sam im izjavu ali nažalost i dalje nisu obrađivali drugo podizanje od 500 €. Nikada nisu naveli zašto odbijaju da isplate u ovom trenutku, već su samo uputili još jedan zahtev . Zatim su zahtevali snimak ekrana mojih kripto transakcija u poslednjih 30 dana. Iako sam mislio da je ovo nametljivo, zaključio sam da je to u redu jer je ovo bio moj metod depozita pa sam im poslao potreban snimak ekrana. Međutim, to takođe nije prihvaćeno iako je to bilo ono što su tražili. Zatim su promenili zahtev na kripto transakcije za poslednjih 30 dana u PDF obliku. Znali su da sam sve više frustriran, ali su u ovom trenutku definitivno izjavili da je ovo poslednji zahtev i da će moj dobitak biti isplaćen ako ga predam - što sam i učinio. Odbili su ga nekoliko puta, raspravljajući se oko formatiranja unutar PDF-a (slao sam im PDF koji je generisala kripto berza Coinbase, odakle sam poslao USDT za svoj depozit), i dalje sam pratio svaki zahtev dok jednostavno nisu prestali pokušavajući da objasne zašto ga odbijaju. U ovom trenutku, njihovo osoblje uživo je postalo prilično nepristojno, prezirno i počelo je da prekida razgovore uživo ili jednostavno ne odgovara. Pokušao sam da ih pitam zašto to nije prihvaćeno i šta treba da se uradi da bih dobio moj dobitak i oni su u suštini pokušali da prekinu bilo kakav značajan kontakt u ovom trenutku. Uporno sam kontaktirao njihov razgovor uživo, i bilo je to kao vađenje zuba pokušavajući da dobijem bilo kakav smislen odgovor. Tada sam primetio poruku u okviru svog kazino naloga koja je glasila „Molimo vas da otpremite bankovni izvod za oktobar sa računa sa kojim ste kupili kriptovalute". Nikada me nisu kontaktirali da ovo kažem, da nisam ručno proverio na svom nalogu, ne bih to video, uprkos tome što imam aktivan zahtev za povlačenje. U ovom trenutku, postao sam veoma umoran od kazina jer sam osećao da izmišljaju kako su išli. Mučio sam se oko toga da li da se povinujem ovom zahtevu. U kazino sam ikada deponovao samo 190 € i osećao sam da je njihov zahtev neopravdan i sve je sugerisalo da jednostavno ne žele da isplate moj dobitak. Takođe, moje poverenje u ovaj kazino sada više nije postojalo jer su me nanizali oko 4-5 puta. Međutim, odlučio sam da ga pošaljem. Međutim, nakon razgovora sa članovima porodice i mojom bankom, koja je to savetovala, odlučio sam da im pošaljem delimično redigovani bankovni izvod koji je pokazao moj depozit Coinbase-u na dan kada sam se pridružio Vinil kazinu (ako se dobro sećam, deponovanje karticom nije bilo ne radi na dan). Smatrao sam da je ovo razumno jer je povezao moj bankovni račun sa mojim Coinbase nalogom.
Sada sam dostavio dokaz lične karte, adresu, vlasništvo nad mojim bankovnim računom, vlasništvo nad kripto novčanikom koji je deponovao novac u kazino i istoriju transakcija koju su tražili na mom kripto novčaniku, kao i dokaz da sam finansirao kripto novčanik sa sopstvenim bankovnim računom. Ali bez uspeha. Zahtevali su da pošaljem potpuno neredigovane bankovne izvode, uključujući i one koje se ne odnose na kazino. Već sam im objasnio da mi je ovo veoma neprijatno.
Od tada sam saznao da kazina imaju procedure za verifikaciju „izvora sredstava", ali smatram da to nije razuman zahtev za igrača koji je uplatio jedan depozit u kazino. Takođe, nikada nisu rekli da traže od mene da dokažem „izvor sredstava". Osećao sam se kao da mi neće platiti i da su pokušavali da me povrede prikupljanjem što više podataka o meni, a da pritom ne komuniciraju na bilo koji razuman način.
Cenim da vremenska linija za svaku interakciju ne postoji, ali nažalost nemam transkripte ćaskanja uživo i moram da dam sve od sebe da se setim svakog od njihovih zahteva ispravnim redosledom. Osim što ne dobijam svoj novac, što smatram potpuno neprihvatljivim, zgrožen sam njihovim opštim tonom i užasnim stavom u (ograničenoj) komunikaciji sa mnom.
Hi Petronela,
Many thanks for your quick response. I fully understand why the KYC process is so important for casinos and did my best to comply and provide everything they asked for. I've completed this process on sportsbooks and other casinos, with no problems like this. Can I ask if you were able to see the emails I sent to the casino which I uploaded as attachments with my complaint? They provide some context.
My account was fully verified before my first withdrawal request was completed. I uploaded my ID and Proof of Address and everything was normal and my first withdrawal was paid out with no issue.
When the next request for withdrawal of €500 was rejected, I contacted them and they asked for a bank statement for the account I was withdrawing to, to prove it was mine (My initial €190 deposit was with USDT cryptocurrency). Even though it seemed strange since this was no issue for the first withdrawal, I sent them a statement but unfortunately they still wouldn't process the second withdrawal of €500. They never stated why they were refusing to pay out at this point but just made another request. They then demanded a screenshot of my crypto transactions for the last 30 days. While I thought this was intrusive, I reasoned that it was OK because this was my deposit method so I sent them the required screenshot. However this was also not accepted despite it being what they had asked for. They then changed the request to crypto transactions for the past 30 days in PDF form. They knew I was growing frustrated but at this point they definitively stated that this was the last request and that my winnings would be paid out if I submitted it - which I did. They rejected it a couple of times, arguing about the formatting within the PDF (I was sending them a PDF generated by the crypto exchange Coinbase, where I had sent the USDT from for my deposit), I still followed each request until they simply stopped making any attempt to explain why they were rejecting it. At this point, their live staff was becoming pretty rude, dismissive and began terminating live chats or simply not responding. I attempted to ask them why it wasn't accepted and what needs to be done to get my winnings and they essentially tried to break off any meaningful contact at this point. I persisted in contacting their live chat, and it was like pulling teeth trying to get any sort of meaningful response. Then I noticed a message within my casino account that read "Please upload bank statement for October from the account with which you have bought crypto". They never contacted me to say this, if I hadn't have checked manually in my account I wouldn't have seen it, despite me having active withdrawal request. At this point, I became very weary of the casino because I felt that they were making it up as they went along. I agonized over whether to comply with this request. I'd only ever deposited €190 to the casino and I felt their request was unwarranted and everything suggested that they simply didn't want to pay my winnings out. Also, my trust for this casino was now non existent since they strung me along about 4-5 times. However, I decided I'd send it. However, after talking with family members, and my bank, who advised against it, I decided to send them a partially redacted bank statement that showed my deposit to Coinbase on the date I joined Vinyl Casino (If I recall correctly, depositing by card wasn't working on the day). I thought this was reasonable as it linked my bank account to my Coinbase account.
I'd now provided proof of ID, address, ownership of my bank account, ownership of the crypto wallet that deposited the money to the casino and the transaction history they asked for on my crypto wallet, and evidence that I had funded the crypto wallet with my own bank account. But, to no avail. They demanded I send completely unredacted bank statements including unrelated to the casino. I'd already explained to them that I was very uncomfortable with this.
Since then, I have learned that casinos have procedures to verify "source of funds", however I don't feel that is a reasonable request for a player who has made one deposit to the casino. Also, they never said they were asking for me to prove "source of funds". I felt like they weren't going to pay me and were trying to violate me by gathering as much data about me as possible, all while not communicating in any reasonable way.
I appreciate that the timeline for each interaction isn't there, but I do not have the Live Chat transcripts unfortunately, and I am having to do my best to recall each of their requests in the correct order. Apart from not receiving my money, which I think is totally unacceptable, I am appalled by their general tone and terrible attitude in their (limited) communications with me.
Izmenjeno
Automatski prevedeno:
