Kære Dominika,
Tak fordi du kontaktede os med denne sag.
Vi vil gerne informere dig om, at KYC er en standardprocedure, der gælder for alle spillere. I den forbindelse blev brugeren bedt om dokumenter for at sikre de betalingskanaler, der blev brugt til udbetalingen.
De dokumenter, de forsynede os med, var utilstrækkelige, og vores team skulle stadig fortsætte med KYC-kontrollen. De anmodede om alternative dokumenter for at bevise ejerskabet af de betalingsmetoder, som spilleren brugte. Derfor blev de bedt om et kreditkortudtog, så ejeren af det virtuelle bankkort, som blev brugt til at foretage indbetalinger, kan fastslås.
For mere information henvises til vores vilkår og betingelser:
7.3.10. Hver udbetaling gennemgår en identitetsbekræftelsesproces, og visse indbetalingsmetoder kan kræve yderligere verifikation; derfor kan kunder blive bedt om at fremlægge yderligere dokumenter. Dette kan resultere i en vis forsinkelse i tilbagetrækningsbekræftelsen.
Her er et link til reference https://24slots.com/pages/terms-and-conditions
Desuden har vi været i konstant kommunikation med kunden, og forklaret dem, hvad der præcist kræves. De sendte dog dokumenter, som ikke kunne bruges til at fastslå ejeren af kortet. Til sidst leverede de det nødvendige dokument, og i øjeblikket er deres konto sikret.
Med venlig hilsen
24Slots Casino
Dear Dominika,
Thank you for reaching us with this case.
We would like to inform you that the KYC is a standard procedure, applied to all players. In this regard, the user was asked for documents in order to secure the payment channels used for the withdrawal.
The documents they provided us with, were insufficient and our team still had to proceed with the KYC check. They requested alternative documents in order to prove the ownership of the payment methods used by the player. Hence, they were asked for a credit card statement so that the owner of the virtual bank card which was used to make deposits can be ascertained.
For more information please refer to our terms and conditions:
7.3.10. Each withdrawal goes through an identity verification process and certain deposit methods might require additional verification; therefore, customers might be asked to provide additional documents. This might result in some delay in the withdrawal confirmation.
Here is a link for reference https://24slots.com/pages/terms-and-conditions
Furthermore, we have been in constant communication with the customer, explaining to them what exactly is required. However, they sent documents that could not be used to determine the owner of the card. Eventually, they provided the needed document and at the moment their account is secured.
Regards,
24Slots Casino
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