Hvala vam obojici na vašim odgovorima, imejlovima i dodatnim informacijama.
Draga asuelan ,
„ možda je nesmetan transfer jedino što je potrebno da se ovo reši " – sada se šalite.
Pomenuli ste da ne razumete šta je predstavnik kazina mislio pod ADR/regulatorom i njegovom odlukom ili procedurom žalbe na veb stranici kazina. Nema veze, nakon pregleda svih prikupljenih informacija, za sada ne moramo da ih razjašnjavamo, jer ne bi imalo smisla obraćati se tim institucijama. Vrlo verovatno bi završilo kao što mislim da će uskoro završiti ovde.
Iako ste mogli da pošaljete sva svoja dokumenta u kazino, ako ste u bilo kom trenutku uplatili depozit tuđim načinom plaćanja, razumljivo je da to nije prikazano ni u jednom dokumentu koji ste dali. Pored toga, igrači su obavezni da verifikuju svoj identitet, kao i način plaćanja i sredstva koja se koriste za depozite. Nažalost, ako ste koristili tuđi način plaćanja, a niste u mogućnosti da to dokažete ni slanjem traženih dokumenata, mi tu ništa ne možemo da uradimo, a vi ne možete da prođete verifikaciju.
Kazino je napomenuo da je bilo nekoliko zahteva od septembra 2022. i tokom 2 naredna meseca u vezi sa dokumentima koji su kazinu potrebni od vas da biste dovršili svoj KIC. Pitali ste me putem e-pošte da li treba da pošaljete svu komunikaciju između vas i kazina jer je ima dosta. Onda ste mi dva puta poslali samo jedno te isto saopštenje o samoisključenju (3 e-mail razgovora), dok je to potpuno nebitno za slučaj. Pored toga, kao što sam pomenuo, prethodno ste nam dostavili uređenu/nepotpunu komunikaciju između vas i kazina, tako da su informacije koje dovode u zabludu i iskrivljene.
Sigurno ima tužnih stvari u vezi sa ovim slučajem, ali bojim se da ne na strani kazina.
Sada ćemo to učiniti malo drugačije.
Možeš li molim te:
- prosledite mi svu komunikaciju između vas i kazina - svu komunikaciju - kompletnu, needitovanu, originalnu
- pišite odeljenju za upravljanje rizicima u kazinu i pitajte ih o vašoj verifikaciji i šta im je tačno potrebno da završe vaš KIC i stavite me u CC e-pošte tako da mogu da je vidim
- odgovorite na ovo važno pitanje - da li ste u bilo kom trenutku koristili način plaćanja (depozit) u ovom kazinu koji vam nije pripadao?
Obavestite nas kada sve bude gotovo.
Imajte na umu da ako ne uradite ono što se zahteva u gore navedenim tačkama u razumnom roku ili ne sledite uputstva, žalba će biti odbijena.
Hvala na razumevanju. Radujemo se Vašem odgovoru.
Thank you both for your replies, emails, and additional information.
Dear asuelan,
"maybe a smooth transfer is the only thing needed to resolve this" - you have to be kidding now.
You mentioned that you do not understand what the casino representative meant by ADR/regulator and its decision or complaint procedure on the casino website. Never mind, after reviewing all the gathered information, we do not have to clarify it for now, because it would not make sense to turn to those institutions. It would very likely end up like I think it will end up here soon.
Although you could have sent all your documents to the casino, if you made a deposit by someone else's payment method at any point, it is understandable that it was not shown in any document you provided. In addition, players are obliged to verify their identity as well as the payment method and funds used for deposits. Unfortunately, if you used someone else's payment method, and you are even not able to prove it by sending the requested documents, there is nothing we can do about that, and you cannot pass the verification.
The casino mentioned that there were several requests since September 2022 and during 2 following months regarding the documents the casino needs from you to complete your KYC. You asked me via email if you need to send all the communication between you and the casino because there is a lot of it. Then you sent me only one and the same communication about self-exclusion (3-email conversation) twice, while it is completely irrelevant to the case. In addition, as I mentioned, you previously provided us with edited/incomplete communication between you and the casino, so misleading and distorted information.
There are surely some sad things about this case, but I am afraid that not on the casino's side.
Now, we will do it a bit differently.
Can you please:
- forward to me all the communication between you and the casino - all communication - complete, unedited, original ones
- write to the casino's Risk Management department asking them about your verification and what exactly they need to complete your KYC, and put me in the CC of the email so I can see it
- answer this important question - did you, at any point, use a payment method (deposit) at this casino that did not belong to you?
Let us know once everything is done.
Please note if you fail to do what is required in the points above in a reasonable time or fail to follow the instructions, the complaint will be rejected.
Thank you for understanding. Looking forward to hearing from you.
Izmenjeno od strane Casino Guru administratora
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