Draga Agora,
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 iako se ovakvi problemi ne bi trebali dešavati, tokom procesa može doći do ljudske greške.
- Možete li, molim vas, pojasniti koliko novca trenutno imate na svom kazino računu? Da li sam dobro razumeo da ste u međuvremenu izgubili sve svoje dobitke?
Ako je to slučaj, bojim se, ne možemo mnogo da učinimo za vas. Igrač je jedini odgovoran za svoj račun, aktivno stanje i sve opklade koje se dešavaju. Razumem da se ovo nikada ne bi dogodilo da je vaš nalog verifikovan brže, ali u ovom trenutku ne možemo tražiti od kazina da vam refundira izgubljeni dobitak.
Hvala unapred na odgovoru.
Srdačan pozdrav,
Kristina
Dear Agora,
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 while issues like this shouldn't happen, human error can occur during the process.
- Could you please clarify how much money you currently have in your casino account? Do I understand correctly that you have lost all your winnings in the meantime?
If that's the case, I’m afraid, there is not much we can do for you. The player is the only one responsible for their account, active balance, and all the bets taking place. I understand that this would have never happened if your account had been verified quicker, but at this point, we cannot ask the casino to refund your lost winnings.
Thank you in advance for your reply.
Best regards,
Kristina
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