Kære Tiekefnntn,
Mange tak for din indgivelse af denne klage. Jeg er ked af at høre om dit problem. Tillad mig at stille dig et par spørgsmål for at sikre, at jeg forstår din situation fuldstændigt.
Kan du oplyse, om du har givet casinoet kontoudtoget som anmodet? Hvornår præcist sendte du dette dokument til kasinoet?
Forstår jeg korrekt, at alle dine andre identitetsdokumenter er blevet bekræftet?
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.
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 Tiekefnntn,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.
Could you please advise if you provided the casino with the bank statement as requested? When exactly did you send this document to the casino?
Do I understand correctly that all your other identity documents have been successfully verified?
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.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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