Kære eliasventocillatena,
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 casinoer tager KYC let, og det kan tage et par arbejdsdage at gennemføre denne grundige proces.
Kan du venligst specificere, hvilke af dine verifikationsdokumenter der blev godkendt af kasinoet, og hvilke der er blevet afvist?
Husk venligst, at når kasinoet beder dig om dokumenter i PDF-format, skal det være en original PDF downloadet direkte fra din bankapp eller anden officiel applikation, ikke et simpelt billede, der er konverteret til PDF.
Kan du venligst oplyse, hvornår du sidst har kommunikeret med kundesupport angående din bekræftelse?
Jeg håber, vi vil være i stand til at hjælpe dig med at løse dette problem så hurtigt som muligt. På forhånd tak for dit svar.
Med venlig hilsen,
Veronika
Dear eliasventocillatena,
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 it might take a few working days to complete this thorough process.
Could you please specify which of your verification documents were approved by the casino and which have been rejected?
Please keep in mind that when the casino asks you for documents in PDF format, it has to be an original PDF downloaded directly from your banking app or other official application, not a simple picture converted to PDF.
Could you kindly advise when was the last time you communicated with customer support regarding your verification?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Veronika
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