Dragi Mihale i timu Kazino Gurua,
Hvala vam ?to ste nam pru?ili priliku da odgovorimo na ovu ?albu i predstavimo na?u stranu situacije.
Nalog igra?a je bio podvrgnut dodatnim postupcima verifikacije nakon ?to ga je ozna?io na? interni bezbednosni sistem. Ovaj proces je deo na?ih standardnih protokola za uskla?enost i spre?avanje prevara, koje dosledno primenjujemo kako bismo osigurali integritet na?e platforme.
Vremenski okvir verifikacije je slede?i:
- 17. aprila smo prvobitno tra?ili da igra? po?alje selfi dok u jednoj ruci dr?i dokaz o identitetu, a u drugoj rukopisno pisanu poruku sa tekstom ?Bulletz + dana?nji datum".
- Kada nije dobijen odgovor, podsetnik je poslat 19. aprila. Me?utim, igra? nije odgovorio na ovaj zahtev, i zbog du?e neaktivnosti, tiket je zatvoren, a sredstva su vra?ena.
- Igra? je kasnije podneo novi zahtev za povla?enje sredstava. U skladu sa na?om procedurom, isti zahtev za dokumentom je ponovo izdat 2. maja, a zatim je 4. maja usledio jo? jedan podsetnik. Ponovo nije dobijen odgovor u propisanom roku, a slu?aj je zatvoren 6. maja, a sredstva su vra?ena na saldo igra?a.
- Verifikacija selfija je kona?no zavr?ena 24. aprila, i tada smo pre?li na slede?i korak u na?em procesu - video verifikaciju.
Video poziv je standardni deo na?eg poja?anog procesa du?ne pa?nje, posebno kada su prethodni koraci verifikacije pokazali ka?njenja ili izazvali zabrinutost. Zakazali smo prvu video verifikaciju za 7. maj i unapred dali detaljna uputstva. Igra? je odgovorio, navode?i da ne?e biti dostupan iz li?nih razloga i zatra?io je ponovno zakazivanje.
Iz ljubaznosti, zakazali smo drugu video verifikaciju za 12. maj, ponovo odabrav?i vreme koje bi trebalo da bude razumno pogodno. Na?alost, igra? nije prisustvovao ni ovom drugom sastanku. Suprotno tvrdnji igra?a, mo?emo potvrditi da je poziv za drugi poku?aj zaista poslat i mo?emo pru?iti dokaze na zahtev.
S obzirom na to da igra? nije uspeo da zavr?i proces verifikacije uprkos vi?estrukim prilikama i podsetnicima, 16. maja je doneta odluka da se nalog zatvori i dobici poni?te u skladu sa na?im Uslovima i odredbama. Ova odluka nije doneta olako, ve? je bila neophodna kako bi se odr?ali standardi uskla?enosti i bezbednosna o?ekivanja.
Me?utim, ostajemo otvoreni za povra?aj igra?evog poslednjeg depozita. Da bismo nastavili, potrebno je da igra? dostavi svoj IBAN, koji jo? nije poslat. ?im primimo ove podatke, izvr?i?emo povra?aj novca.
Sva relevantna komunikacija u vezi sa na?im kontaktiranjem igra?a je dostupna i mo?e se poverljivo podeliti sa Casino Guru-om, ukoliko je potrebna dodatna provera.
Cenimo va?e napore da obezbedite pravi?nost i transparentnost i verujemo da ovo obja?njenje razja?njava preduzete korake i obrazlo?enje na?ih postupaka.
Srda?an pozdrav,
Darja
Dear Michal and Casino Guru Team,
Thank you for allowing us the opportunity to respond to this complaint and present our side of the situation.
The player’s account was subject to additional verification procedures after being flagged by our internal security system. This process is part of our standard compliance and fraud-prevention protocols, which we apply consistently to ensure the integrity of our platform.
The verification timeline is as follows:
- On April 17, we initially requested that the player submit a selfie while holding their Proof of Identity in one hand, and a handwritten note with the text "Bulletz + today’s date" in the other.
- When no response was received, a reminder was sent on April 19. However, the player did not respond to this request, and due to prolonged inactivity, the ticket was closed and the funds were rolled back.
- The player later submitted a new withdrawal request. As per our procedure, the same document request was issued again on May 2, followed by another reminder on May 4. Again, no reply was received within the required timeframe, and the case was closed on May 6, with the funds returned to the player’s balance.
- The selfie verification was eventually completed on April 24, and at that point, we moved to the next step in our process - a video verification.
The video call is a standard part of our enhanced due diligence process, especially when previous verification steps have shown delays or raised concerns. We scheduled the first video verification for May 7, and provided detailed instructions in advance. The player responded, indicating they would be unavailable due to personal reasons and requested rescheduling.
As a courtesy, we scheduled a second video verification for May 12, again selecting a time intended to be reasonably convenient. Unfortunately, the player did not attend this second appointment either. Contrary to the player’s claim, we can confirm that the invitation for the second attempt was indeed sent and can provide supporting evidence upon request.
Given that the player failed to complete the verification process despite multiple opportunities and reminders, the decision was made on May 16 to close the account and void the winnings in accordance with our Terms & Conditions. This decision was not taken lightly, but was necessary to maintain the compliance standards and security expectations.
We do, however, remain open to refunding the player’s last deposit. To proceed, we require the player to provide their IBAN, which has not yet been submitted. As soon as we receive these details, we will issue the refund.
All relevant communications of our outreach to the player are available and can be shared with Casino Guru in confidence, should further verification be needed.
We appreciate your efforts to ensure fairness and transparency, and we trust this explanation clarifies the steps taken and the rationale behind our actions.
Best regards,
Darja
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