Kære Casino Guru,
Her er svarene på dine spørgsmål:
Sendte casinoet kun 1 e-mail vedrørende et bekræftelsesvideoopkald? Var der andre forsøg på at kontakte spilleren om det?
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Vi sendte én e-mailinvitation til videobekræftelsessessionen den 26. marts 2024. E-mailen viste tydeligt tidsplanen og instruktionerne for sessionen. Som det fremgår af mailen, var fristen for omlægning 7 dage senere. Vi har ikke sendt yderligere e-mail-påmindelser eller invitationer.
Kunden modtog dog også en alarm i vores service med denne invitation samme dag. Hun kunne se det, så snart hun loggede ind på vores hjemmeside eller applikation.
Hvad stod der i e-mailens emne? Vi kan bede spilleren om at finde e-mailen og give en grund til, hvorfor hun ikke har besvaret den.
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Emnet for e-mailen var "Videobekræftelse". Det var i samme tråd som supportens tidligere samtale om kontobekræftelsen.
Ja, vi vil gerne have dig til at spørge spilleren, hvorfor hun ikke svarede os, da hun ikke påstår, at hun ikke har modtaget vores e-mail, men at hun ikke havde tid til at besøge den:
"Kasinoet har nu simpelthen lukket min konto, fordi jeg ikke havde tid til aftalen.
Jeg går på arbejde!"
Hun kunne, som det tydeligt fremgik af mailen, flytte aftalen, men besluttede i stedet at skrive en klage.
Er der andre hindringer for at lade brugeren fuldføre sin KYC/verifikation? Blev andre regler overtrådt?
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Der var ingen andre regler overtrådt. For at præcisere var kundens manglende deltagelse i videoverifikationssessionen, på trods af at have modtaget invitationen og 7-dages fristen, et brud på vores verifikationsprocedure. Som angivet i vores vilkår og betingelser kan manglende overholdelse af verifikationsprocessen resultere i kontolukning og/eller fortabelse af gevinster.
Har spilleren givet alle de dokumenter, som kasinoet anmodede om fra ham?
Ja, spilleren havde tidligere indsendt de nødvendige dokumenter til verifikation. Men på grund af et højt niveau af overtrædelser forbundet med overførslen af kontoen til tredjeparter, er vores primære bekymring en vellykket gennemførelse af videobekræftelsessessionen.
Hvis brugeren leverede alle de ønskede dokumenter til verifikation, og kasinoet kun sendte ham én e-mail, hvor han bad om bekræftelsesvideoopkaldet (som simpelthen kunne være gået tabt/overset, da vi ved, at e-mails kan falde ind i SPAM- eller junk-mapper, eller der var nogen anden grund), ville kasinoet være i stand til og villig til at give ham en chance for at fuldføre KYC?
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Det fremgår tydeligt af kundens argumentation, at hun modtog vores e-mail, men besluttede ikke at besøge sessionen i stedet for at overse vores e-mail.
Fra vores synspunkt er vi i stand til at acceptere en sådan løsning i situationer, hvor spillere ikke fuldfører deres KYC inden for cirka 1 måned, og vi accepterer, når online casinoer har regler med en sådan periode angivet i deres vilkår og betingelser. Men selvom spillere ikke er i stand til at gennemføre det inden for 1 måned af en eller anden grund, men gerne vil samarbejde fuldt ud for at bestå det, ser vi normalt ikke noget problem med det, selv efter 1 måneds periode er udløbet.
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Kunden kunne samarbejde med os ved at sende en anmodning om omplanlægning som svar på vores seneste e-mail. Det lykkedes dog ikke kunden at kontakte os.
Gennemgå og fortæl os dine overvejelser i denne sag. Lad os vide, hvis du har brug for yderligere information.
Tak for din opmærksomhed på denne sag.
Med venlig hilsen,
Alexander
Leon Compliance Officer
Dear Casino Guru,
Here are the answers to your questions:
Did the casino send only 1 email regarding a verification video call? Were there any other attempts to contact the player about it?
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We sent one email invitation for the video verification session on March 26, 2024. The email clearly outlined the schedule and instructions for the session. As stated in the email, the deadline for rescheduling was 7 days later. We did not send any additional email reminders or invitations.
However, the client also received an alert in our service with this invitation on the same day. She could see it as soon as she logged in to our website or application.
What was in the subject of the email? We can ask the player to find the email and provide a reason why she has not answered it.
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The subject of the email was "Video verification". It was in the same thread as support's previous conversation about the account verification.
Yes, we would like you to ask the player why she didn't answer us since she doesn't claim that she hasn't received our email but that she didn't have time to visit it:
"The casino has now simply closed my account because I didn't have time for the appointment.
I go to work!"
She could reschedule the appointment, as was clearly stated in the email, but decided to write a complaint instead.
Are there any other obstacles to letting the user complete his KYC/verification? Were any other rules breached?
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There were no other rules breached. However, to clarify, the customer's failure to participate in the video verification session, despite receiving the invitation and the 7-day deadline, was a breach of our verification procedure. As stated in our Terms and Conditions, non-compliance with the verification process may result in account closure and/or the forfeiture of winnings.
Did the player provide all the documents that the casino requested from him?
Yes, the player had previously submitted required documents for verification. However, due to high level of violations connected with the transfer of the account to third parties, our primary concern is the successful completion of the video verification session.
If the user delivered all the requested documents for verification and the casino sent him only one email asking for the verification video call (which could have been simply lost/overlooked since we know that emails may fall into SPAM or junk folders, or there was any other reason), would the casino be able and willing to provide him with a chance to complete the KYC?
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It is clear from the argumentation of the customer that she received our email but decided not to visit the session rather then overlooked our email.
From our point of view, we are able to accept such a solution for situations when players do not complete their KYC within approximately 1 month, and we accept when online casinos have rules with such a period stated in their Terms and Conditions. However, even if players are not able to complete it within 1 month for some reason, but would like to fully cooperate to pass it, we usually do not see any problem with that even after 1 month period expired.
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The customer could cooperate with us by sending a reschedule request in response to our latest email. However, the customer failed to reach out to us.
Please review and tell us your consideration on this matter. Let us know if you require any further information.
Thank you for your attention to this matter.
Best regards,
Alexander
Leon Compliance Officer
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