Kære 77Spins Casino-team,
Tak for den supplerende forklaring.
Desværre har du kun givet os generelle oplysninger uden nogen detaljer. Det er tydeligt, at der er et system, der er i stand til at opdage, hvis der er noget galt. Det er dog ikke klart, hvad der præcist var galt i denne særlige sag og med de leverede dokumenter, og hvordan systemet kan genkende noget galt fra billeder.
Kan du bekræfte, at spilleren kun delte billeder af sine dokumenter med kasinoet? Bruger kasinoet nogen applikation eller software til at opdage sådanne ting?
Hvilket præcist dokument er problematisk og hvorfor? Hvilke krav blev ikke opfyldt? Hvad skal der gøres på spillerens side for at bestå KYC?
Du anbefalede spilleren at sende sine dokumenter via live chat til casinoets supportteam, som skulle have guidet ham gennem processen og givet alle nødvendige instruktioner. Som vi kan se, ser det ud til, at det blev gjort, dokumenter blev leveret, men spilleren fik ikke yderligere instruktioner eller detaljer.
Som nævnt før, er du velkommen til at bruge min e-mail til at dele de nødvendige oplysninger med os (branislav.b@casino.guru).
Kære Rudra2310,
Tak for dine e-mails og de medfølgende billeder/dokumenter.
Forstår jeg rigtigt, at du sendte de samme dokumenter til casinoets kundesupport som før?
Hvis ja, er du så klar over, at det ikke giver mening at give kasinoet de samme dokumenter, da de allerede blev afvist før? Har du mulighed for at give kasinoet nye dokumenter (bortset fra billederne af dit nationale ID)?
Jeg fandt informationen om, at det er muligt at generere en energiregning på internettet efter IVRS-nummeret. Hvorfor sendte du ikke det originale .pdf-dokument til kasinoet i stedet for at printe det og tage et billede af det? Det samme spørgsmål er også passende for dit kontoudtog - hvorfor sendte du et billede af det i stedet for at sende det originale genererede og downloadede dokument? (Det kunne give anledning til mistanke om, at det var redigeret)
Hvad angår uoverensstemmelserne, kan jeg se, at adressen ikke er fuldstændig den samme på alle dokumenterne. Kan du venligst forklare det?
For at være ærlig kan jeg ikke se den komplette bopælsadresse på skærmbilledet af dine personlige oplysninger (i casinokontoprofilen), fordi den er ufuldstændig der. Derfor er det ikke muligt at sammenligne den med adressen på dine dokumenter. Kasinoet burde se det, men det er ikke muligt for mig fra skærmbilledet.
Derudover er det branchestandard, at dokumenter skal være helt synlige på billederne med alle deres hjørner og kanter. Jeg har bemærket, at et af dine dokumenter (energiregningen) ikke opfylder dette krav.
Men da vi ikke har nogen mulighed for at verificere ægtheden af dokumenterne, og kasinoet ikke har givet os yderligere detaljer, forudsat at du insisterer på, at dine dokumenter er virkelig ægte og nøjagtige, er du i stand til at indgive en klage til kasinoets ADR eller direkte til MGA, som har bedre muligheder for at undersøge sagen?
Det er muligt at finde mere i casinoets vilkår og betingelser - HER , afsnit 26.
Dear 77Spins Casino team,
Thank you for the additional explanation.
Unfortunately, you provided us only with general information without any details. It is clear that there is a system that is able to detect if something is wrong. However, it is not clear what exactly was wrong in this particular case and with the provided documents, and how the system can recognize anything wrong from photos.
Can you please confirm that the player shared only photos of his documents with the casino? Does the casino use any application or software to detect such things?
What exact document is problematic and why? What requirements were not met? What should be done on the player's side to pass the KYC, please?
You recommended the player send his documents via live chat to the casino's support team, which should have guided him through the process and provided any necessary instructions. As we can see, it looks like it was done, documents were provided, but the player was not given any further instructions or details.
As was mentioned before, feel free to use my email to share the necessary information with us (branislav.b@casino.guru).
Dear Rudra2310,
Thank you for your emails and the provided photos/documents.
Do I understand correctly that you sent to the casino customer support the same documents as before?
If yes, are you please aware that it does not make sense to provide the casino with the same documents since they were already rejected before? Do you have an option to provide the casino with new documents (apart from the photos of your national ID)?
I found the information that it is possible to generate an energy bill on the Internet according to the IVRS number. Why didn't you send the original .pdf document to the casino instead of printing it and taking a photo of it? The same question is appropriate also for your bank statement - why did you send a photo of it instead of sending the original generated and downloaded document? (It could raise a suspicion that it was edited)
As for the discrepancies, I can see the address is not completely the same on all of the documents. Can you please explain it?
To be honest, I cannot see the complete address of residence in the screenshot of your personal information (in the casino account profile) because it is incomplete there. Therefore, it is not possible to compare it with the address on your documents. The casino should see it, but it is not possible for me from the screenshot.
In addition, it is industry standard that documents have to be completely visible in the photos, with all their corners and edges. I noticed that one of your documents (energy bill) does not meet this requirement.
However, since we have no option to verify the authenticity of the documents and the casino has not provided us with any additional details, provided that you insist your documents are really genuine and accurate, are you please able to submit a complaint to the casino's ADR or directly to MGA, which have better options to investigate the matter?
It is possible to find more in the casino's Terms and Conditions - HERE, section 26.
Automatisk oversættelse: