Kære Aamir223,
Mange tak for din klage. Jeg er ked af at høre om dit problem.
Forstå venligst, at KYC er en meget vigtig og essentiel proces, hvor casinoet sørger for, at pengene sendes til den retmæssige ejer. Da de ikke har den luksus at være i stand til fysisk at se alle spillerne og kontrollere deres identifikation og dokumenter, er dette den eneste måde, hvorpå spillevirksomheder er i stand til at gennemføre verifikationsprocedurerne. Ingen af de seriøse og licenserede kasinoer tager KYC let, og jeg beklager, men hvis du har givet andres dokument(er) for at bekræfte din identitet, er dette en alvorlig fejl, ikke en lille fejl. Hvorfor skulle nogen overhovedet have en andens kort som dette? Jeg kan ikke forestille mig et scenarie, hvor dette ikke ville være mistænkeligt.
Jeg må understrege, at kasinoet handlede korrekt, og at blokering af din konto var inden for deres rettigheder.
Lad mig venligst vide, hvis der er andet, jeg kan hjælpe dig med, ellers lukker jeg denne klage.
Tak for din forståelse.
Venlig hilsen,
Kristina
Dear Aamir223,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and I apologize, but if you provided someone else's document(s) to verify your identity, this is a serious mistake, not a small one. Why would anyone even have someone else's card like this? I cannot imagine a scenario in which this wouldn't be suspicious.
I must emphasize that the casino acted correctly and blocking your account was within their rights.
Please, let me know if there is anything else I can help you with, otherwise, I will close this complaint.
Thank you for your understanding.
Best regards,
Kristina
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