Poštovani timu Jelessa i Casino Guru,
Hvala vam što ste nam se obratili u vezi sa statusom vašeg naloga. Zaista razumemo koliko ova situacija mora da bude uznemirujuća za vas i želimo da vam pružimo jasnoću i pomoć.
Vaš nalog je pregledan kao deo našeg standardnog procesa verifikacije, koji je neophodan da bismo obezbedili usklađenost sa našim bezbednosnim merama i Politikom borbe protiv prevara navedenih u odeljku 10 naših uslova i odredbi.
Tokom procesa verifikacije utvrđeno je da dokumenti koje ste dostavili ne ispunjavaju tražene standarde autentičnosti. Konkretno, umesto da date fotografiju sa originalnim ličnim dokumentom kao što je potrebno za verifikaciju, poslali ste fotografiju sa odštampanom i isečenom kopijom dokumenta. Ovo nije u skladu sa našim pravilima za verifikaciju, koja navode da fotografija mora da sadrži originalnu ličnu kartu kako bi se potvrdio identitet vlasnika naloga.
Kao rezultat toga, vaš nalog je blokiran, a dobici su poništeni u skladu sa našom Politikom borbe protiv prevara.
Imajte na umu da takve radnje ne preduzimamo olako i da se preduzimaju tek nakon detaljne istrage. Naš prioritet je da održavamo fer i bezbedno okruženje za igre za sve igrače, i iskreno žalimo zbog bilo kakve frustracije koju je ovo moglo izazvati.
Pored toga, želeli bismo da vam pomognemo sa povraćajem vašeg početnog depozita od 30 AUD. Imajte na umu da smo prethodno 10. decembra tražili potrebne detalje za povraćaj sredstava, ali još nismo dobili odgovor. Molimo vas da dostavite sledeće detalje putem e-pošte na :
- Ime vlasnika računa (puno ime)
- Adresa vlasnika računa (grad, ulica, zgrada)
- Imejl adresa vlasnika naloga
- Naziv banke (pun naziv vaše banke)
- Adresa banke (grad, ulica, zgrada)
- Broj računa / IBAN
- SVIFT (ili BIC)
Cenimo sve naše igrače i nikada nam nije namera da izazovemo razočarenje. Ako imate dodatnih pitanja ili vam je potrebna pomoć, slobodno nas kontaktirajte. Tu smo da pomognemo.
srdačan pozdrav,
Zoome Casino
Dear Jelessa and Casino Guru Team,
Thank you for reaching out to us regarding your account status. We truly understand how upsetting this situation must be for you, and we want to provide you with clarity and assistance.
Your account was reviewed as part of our standard verification process, which is necessary to ensure compliance with our security measures and the Anti-Fraud Policy outlined in section 10 of our Terms and Conditions.
During the verification process, it was determined that the documents you submitted did not meet the required authenticity standards. Specifically, instead of providing a photo with the original ID as required for verification, you submitted a photo with a printed and cropped copy of the document. This does not comply with our verification rules, which state that the photo must include the original ID to confirm the identity of the account holder.
As a result, your account was blocked, and the winnings were voided following our Anti-Fraud Policy.
Please know that we do not take such actions lightly, and they are only made after a thorough investigation. Our priority is to maintain a fair and secure gaming environment for all players, and we sincerely regret any frustration this may have caused.
Additionally, we would like to assist you with a refund of your initial deposit of 30 AUD. Please note that we had previously requested the necessary details for the refund on December 10th, but we have not yet received a response. Kindly provide the following details via email to support@zoome.casino:
- Account holder's name (full name)
- Account holder's address (city, street, building)
- Account holder's email address
- Bank name (full name of your bank)
- Bank address (city, street, building)
- Account number / IBAN
- SWIFT (or BIC)
We value all of our players, and it is never our intention to cause disappointment. Should you have any further questions or require assistance, please do not hesitate to contact us. We are here to help.
Kind regards,
Zoome Casino
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