Hej Ninosch,
Jeg hedder Michal, og jeg har overtaget din klage. Jeg har gennemgået denne sag, og selvom jeg forstår din frustration over hele situationen, kan casinoteamet og i mange tilfælde bede deres spillere om at gennemgå en Kend din kunde (KYC) og Anti-hvidvaskning (AML)-tjek. Som en del af disse kontroller skal spilleren fremlægge dokumentation for alle de betalingsmetoder, de har brugt til ind- eller udbetalinger (bankkontoudtog, bankkortbilleder, e-wallet-udtog, crypto wallet-udtog osv.) Selvom jeg anerkender, at du nævnte du har ikke de 2 anmodede kort, fordi du har lukket konti, men du burde kunne modtage et brev eller en officiel e-mail fra din bank, der bekræfter datoen, hvor konti blev lukket og kortene blev gjort ugyldige. Dette er en standardprocedure inden for branchen, og jeg anbefaler kraftigt, at du præsenterer denne information for casino-teamet.
Din HeySpin-konto er blevet lukket, og uden at have gennemført Kend din kunde (KYC) og Anti-Money Laundering (AML) checks, er kasinoet ikke forpligtet til at behandle din refusion. Det er spillerens ansvar at opfylde disse krav.
Giv mig besked, når du har fået det dokument, så vi kan komme videre med din sag.
Hello Ninosch,
I'm Michal, and I have taken over your complaint. I have reviewed this case and although I understand your frustration with the whole situation, the casino team can and in a lot of instances must ask their players to undergo a Know your customer (KYC) and Anti-money laundering (AML) checks. As part of these checks, the player must provide evidence of all the payment methods they have used for deposits or withdrawals (bank account statement, bank card pictures, e-wallet statements, crypto wallet statements, etc.) Although I acknowledge that you mentioned you don't have the 2 requested cards because you have closed the accounts, however, you should be able to obtain a letter or an official email from your bank confirming the date on which the accounts were closed and the cards were rendered invalid. This is a standard procedure within the industry, and I strongly recommend that you present this information to the casino team.
Your HeySpin account has been closed, and without successfully completing the Know Your Customer (KYC) and Anti-Money Laundering (AML) checks, the casino is not obligated to process your refund. It is the player's responsibility to fulfill these requirements.
Please let me know once you have obtained that document, so we can move forward with your case.
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