Nadam se da će vas ova poruka dobro naći. Pišem da odgovorim na ovu žalbu koju je na vašoj platformi objavio jedan od naših igrača u vezi sa problemima povlačenja. Obaveštavamo vas da je problem uspešno rešen i želimo da vam pružimo detalje rešenja.
Prvo, želim da pojasnim da račun igrača nikada nije bio blokiran ili zatvoren. Umesto toga, postojalo je privremeno ograničenje povlačenja zbog nedostajućih dokumenata potrebnih za verifikaciju, kao što je navedeno u politici našeg kazina.
U skladu sa našim standardnim procedurama, od igrača se traži da dostave Dokaz identiteta i Dokaz o adresi kako bi osigurali bezbedno i usklađeno okruženje za igre. Nažalost, dotični igrač nije dostavio sve potrebne dokumente, što ih čini nepodobnim za zahteve za povlačenje dok se proces verifikacije ne završi.
Kada je igrač dostavio sva dokumenta i naš tim ih je uspešno verifikovao, nalog igrača je vraćen u status punog kvalifikovanog za povlačenje.
Zadovoljstvo mi je da vas obavestim da je igrač od tada uspešno povukao sve dobitke sa svog naloga.
Ukoliko su vam potrebne dodatne informacije ili pojašnjenje u vezi sa ovim pitanjem, slobodno nas obavestite.
Hvala vam na pažnji prema ovom pitanju.
Topli pozdrav,
Tim za podršku Zip kazina
I hope this message finds you well. I am writing to address this complaint posted on your platform by one of our players regarding withdrawal issues. We would like to inform you that the matter has been successfully resolved, and we would like to provide you with the details of the resolution.
Firstly, I want to clarify that the player's account was never blocked or closed. Instead, there was a temporary restriction on withdrawals due to missing documents required for verification purposes, as outlined in our casino's policies.
As per our standard procedures, players are required to provide Proof of Identity and Proof of Address to ensure a secure and compliant gaming environment. Unfortunately, the player in question had not provided all the necessary documents, rendering them ineligible for withdrawal requests until the verification process was completed.
Once all documents were provided by the player and successfully verified by our team, the player's account was reinstated to full eligibility status for withdrawals.
I am pleased to report that the player has since successfully withdrawn all winnings from their account.
Should you require any further information or clarification regarding this matter, please do not hesitate to let us know.
Thank you for your attention to this matter.
Warm regards,
Zip Casino Support Team
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