Dragi amar3070,
Hvala vam puno što ste podneli žalbu. Žao mi je što čujem za vaš problem.
Imajte na umu da je KIC veoma važan i suštinski proces, tokom kojeg kazino osigurava da se novac pošalje pravom vlasniku. Kako nemaju luksuz da fizički vide sve igrače i provere njihove identifikacione i dokumente, to je jedini način na koji kockarske ustanove mogu da završe procedure verifikacije. Nijedan od ozbiljnih i licenciranih kazina ne shvata olako KIC.
- Možete li navesti iznos koji pokušavate da podignete iz kazina?
- Koje ste igre igrali da biste akumulirali trenutni balans u kazinu? (slotovi, igre uživo, klađenje na sport)
- Da li ste svoj trenutni balans postigli uz pomoć bonusa?
- Možete li navesti koje ste dokumente već dostavili?
- Slobodno delite snimke ekrana koji podržavaju vaš slučaj. Svaku pomoćnu komunikaciju u obliku transkripata ćaskanja ili komunikacije putem e-pošte, molimo vas da prosledite na moju e-poštu na tomas@casino.guru
Nadam se da ćemo moći da vam pomognemo da rešite ovaj problem što je pre moguće. Hvala unapred na odgovoru.
Srdačan pozdrav,
Tomas
Dear amar3070,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly.
- Could you please specify the amount you are attempting to withdraw from the casino?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Did you achieve your current balance with the help of a bonus?
- Could you please list which documents you have already provided?
- Feel free to share screenshots supporting your case. Any supporting communication in the form of chat transcripts or email communication, please forward to my email at tomas@casino.guru
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Tomas
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