Draga Connie07,
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 KIC olako i može potrajati nekoliko radnih dana da se završi ovaj temeljni proces. Takođe, kada se od igrača zatraži verifikacija, ne možemo tražiti od kazina da obradi vaše povlačenje bez nje.
- Možete li da nam kažete da li ste dostavili dokumente koje je tražio kazino?
- Da li sam dobro razumeo da sporni iznos od 50 USD predstavlja vaš dobitak u kazinu?
Nadam se da ćemo moći da vam pomognemo da rešite ovaj problem što je pre moguće. Hvala unapred na odgovoru.
Srdačan pozdrav,
Tomas
Dear Connie07,
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 and it might take a few working days to complete this thorough process. Also once the verification is requested from the player we can't ask the casino to process your withdrawal without it.
- Could you please advise if you submitted the documents requested by the casino?
- Do I understand correctly the disputed amount of 50 USD represents your casino winnings?
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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