Dragi oleg,
Vašu žalbu smo detaljno ispitali.
Obavještavamo vas da je verifikacija vašeg računa izvršena striktno prema pravilima našeg kazina.
2022-02-21, od vas su zatraženi dokumenti za verifikaciju vašeg naloga.
Nakon što ste dostavili svu dokumentaciju koju je zatražilo finansijsko odeljenje, prema stavu pravila:
2.5.1 U nekim slučajevima, Risk WinStoria Casino odjel ima pravo zatražiti video verifikaciju od igrača putem Skypea.
2022-02-23 uspješno ste prošli verifikaciju putem Skypea.
Također, 23. februara ste obaviješteni da je provjera vašeg računa završena i da je vaš račun uspješno verifikovan.
2022-02-24 Vaš zahtjev za povlačenje je uspješno obrađen i novac je uspješno prebačen na vaš bankovni račun koji ste naveli u zahtjevu za povlačenje.
Nakon što je vaš zahtjev za povlačenje obrađen, tvrdite da niste primili iznos za povlačenje.
Kako bi detaljno razmotrili Vašu žalbu na neprimjenu povlačenja od 400 EUR, Odeljenje za finansije Vas je nekoliko puta kontaktiralo da zatraži potvrdu/izvod iz banke da iznos od 400 EUR nije uplaćen na Vaš bankovni račun.
Više puta ste kontaktirali chat i mejl - gde ste obavešteni da treba da dostavite potvrdu/izjavu vaše banke da sredstva u iznosu od 400 EUR nisu deponovana na vaš bankovni račun.
U više navrata ste ignorisali vaš zahtjev za dostavljanje dokumenta koji je od vas zatražilo Finansijsko odjeljenje.
Odjel za rizik je 30. marta izvršio detaljan pregled vaše žalbe.
Tokom ovog pregleda je utvrđeno da:
1) Iznos vašeg zahtjeva za povlačenje uspješno je prebačen na vaš bankovni račun koji ste naveli prilikom podnošenja zahtjeva za povlačenje.
2) Ustanovljeno je da ste tražili povraćaj svih vaših depozita u iznosu od 140 EUR.
S tim u vezi, naučili ste se pravilima kazina:
13.3. U slučaju, ako:
- ste "povratili" ili odbili bilo koju od kupovina ili depozita koje ste izvršili na svom računu;
13.4.1 Prevarna praksa uključuje:
- prijevarne radnje u vezi sa povratom novca i povratom novca;
Vaš račun je zatvoren bez prava na ponovno otvaranje u skladu sa ovim stavom:
14.7. Rizik WinStoria Casino Department zadržava pravo da suspenduje vaš nalog u okolnostima koje su izričito navedene u Uslovima korišćenja. Ako je obustava vašeg računa stupila na snagu:
- da ste osumnjičeni za bilo kakvu prevaru, tajni dogovor, nameštanje ili druge nezakonite aktivnosti u vezi ili od strane bilo koje treće strane;
Ova odluka je konačna i ne može se poništiti.
Ako imate dodatnih pitanja, uvijek ćemo vam rado pomoći.
Dear oleg,
We have examined your complaint in detail.
We notify you that the verification of your account was made strictly according to the rules of our casino.
On 2022-02-21, you have been asked for documents to verify your account.
After you have provided all the documents requested by the financial department, under the paragraph of the rules:
2.5.1 In some cases, the Risk WinStoria Casino Department has the right to request video verification from the player via Skype.
2022-02-23 you have successfully passed the verification via Skype.
Also, on February 23rd, you were notified that your account verification was completed, and your account was successfully verified.
2022-02-24 Your withdrawal request was processed successfully and money was successfully transferred to your bank account which you had specified in the withdrawal request.
After your withdrawal request has been processed, you are claiming that you did not receive your withdrawal amount.
In order to review in detail your complaint about not receiving a withdrawal of 400EUR, Finance Department contacted you several times to ask for your bank confirmation/statement that the amount of 400EUR had not been credited to your bank account.
You have repeatedly contacted chat and email- where you have been informed that you should provide a confirmation/statement from your bank that the funds in the amount of 400EUR have not been deposited into your bank account.
You have repeatedly ignored your request to provide the document requested from you by the Financial Department.
On March 30th the Risk Department conducted a detailed review of your complaint.
During this review it was determined that:
1) The amount of your withdrawal request was successfully transferred to your bank account which you had provided when applying for withdrawal.
2) It was found out that you had asked for chargeback of all your deposits in the amount of 140EUR.
In this regard, you have been taught the rules of the casino:
13.3. In the case, if:
- you have "charged back" or denied any of the purchases or deposits that you made to your account;
13.4.1 Fraudulent practice includes:
- fraudulent activities related to charge-backs and rake-backs;
Your account has been closed without the right to reopen in accordance with this paragraph:
14.7. Risk WinStoria Casino Department reserves the right to suspend your account in the circumstances which were expressly set out in the Terms of Use. If the suspension of your account came into effect:
- you are suspected in any fraudulent, collusive, fixing, or other illegal activities regarding or by any other third party;
This decision is final and cannot be reversed.
If you have any further questions, we will always be happy to help you.
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