Dragi CasinoGuru i Andre,
Hvala vam ?to ste nam skrenuli pa?nju na ovo pitanje i ?to ste nam pru?ili priliku da razjasnimo situaciju.
U kompaniji Kyngs, posve?eni smo pru?anju bezbednog, fer i prijatnog okru?enja za igranje za sve na?e igra?e. Deo ove posve?enosti uklju?uje strogo pridr?avanje procesa verifikacije kako bismo osigurali bezbednost na?e platforme, spre?ili prevarne aktivnosti i ispunili regulatorne zahteve.
Nakon razmatranja slu?aja, ?eleli bismo da podelimo slede?e:
- Igra? se prvobitno registrovao sa adresom koja nije mogla biti potvr?ena dostavljenim dokumentima.
- Tokom procesa verifikacije, igra? je dao nekoliko razli?itih poja?njenja u vezi sa adresom kori??enom prilikom registracije, ?to je dovelo do zahteva za dodatnim dokumentima kako bi se osiguralo da su informacije ta?ne i aktuelne.
- Neki od dokumenata dostavljenih tokom procesa verifikacije bili su nedovoljni zbog nedostatka klju?nih podataka (kao ?to je ime vlasnika ra?una), niskog kvaliteta ili su delovali kao da su izmenjeni. Iz bezbednosnih i regulatornih razloga, zahtevali smo originalne, visokokvalitetne dokumente kako bismo potvrdili identitet i prebivali?te igra?a.
- Kao deo pobolj?ane procedure verifikacije, od igra?a je tako?e zatra?eno da dostavi selfi sa svojom li?nom kartom i dokumentom kojim potvr?uje adresu, ?to je na kraju zadovoljavaju?e i dostavio.
Cenimo saradnju i strpljenje igra?a tokom ovog procesa. Svesni smo da je verifikacija trajala du?e nego obi?no zbog vi?estrukih poja?njenja i potrebe za kompletnom, autenti?nom dokumentacijom.
?to se ti?e ograni?enja povla?enja:
- Kao ?to je jasno navedeno u na?im Uslovima i odredbama, ograni?enja za isplatu variraju u zavisnosti od VIP nivoa igra?a.
- Na?alost, ova ograni?enja se dosledno primenjuju na sve igra?e i ne mogu se pojedina?no prilagoditi ili zaobi?i, ?ak ni u slu?ajevima zna?ajnih dobitaka.
- Igra? mo?e nastaviti sa redovnim isplatama do maksimalnog dozvoljenog iznosa u skladu sa svojim trenutnim VIP statusom.
U kompaniji Kyngs, duboko cenimo na?e igra?e i trudimo se da odr?imo najvi?e standarde integriteta, bezbednosti i uskla?enosti. Na?e procedure verifikacije su osmi?ljene ne samo da za?tite kazino, ve? i da za?tite ra?une igra?a i osiguraju da se dobici ispla?uju zakonitim pojedincima.
Tokom celog procesa verifikacije, na? tim je ostao dostupan da pomogne igra?u i pru?ao je kontinuiranu podr?ku kako bi se osiguralo da je dobio sva potrebna uputstva i pomo?.
Sa zadovoljstvom potvr?ujemo da je verifikacija igra?a sada uspe?no zavr?ena. Igra? je ve? zatra?io isplate, koje su obra?ene u skladu sa ograni?enjima isplata navedenim u na?im Uslovima i odredbama.
Pored toga, kontaktirali smo igra?a putem e-po?te kako bismo ga obavestili o va?e?im ograni?enjima povla?enja i uverili ga da je na? tim uvek dostupan da pomogne sa bilo kakvim pitanjima ili pru?i dodatnu podr?ku ako je potrebno.
Jo? jednom vam hvala na razumevanju i saradnji. Ostajemo posve?eni pru?anju bezbednog i pozitivnog iskustva igranja svim na?im korisnicima.
S po?tovanjem,
Kingsov tim za podr?ku
Dear CasinoGuru and Andre,
Thank you for bringing this matter to our attention and for the opportunity to clarify the situation.
At Kyngs, we are committed to providing a secure, fair, and enjoyable gaming environment for all of our players. Part of this commitment includes strict adherence to verification processes in order to ensure the security of our platform, prevent fraudulent activities, and comply with regulatory requirements.
Upon reviewing the case, we would like to share the following:
- The player initially registered with an address that could not be verified with the documents provided.
- Throughout the verification process, the player supplied several different clarifications regarding the address used during registration, which led to additional document requests to ensure the information was accurate and current.
- Some of the documents provided during the verification process were insufficient due to missing key details (such as the account holder's name), low quality, or appearing to be altered. For security and regulatory reasons, we required original, high-quality documents to validate the player's identity and residency.
- As part of an enhanced verification procedure, the player was also asked to submit a selfie holding their ID and a document confirming their address, which they eventually provided satisfactorily.
We appreciate the player's cooperation and patience throughout this process. We acknowledge that the verification took longer than usual due to the multiple clarifications and the need for complete, authentic documentation.
Regarding the withdrawal limits:
- As stated clearly in our Terms and Conditions, withdrawal limits vary depending on the player’s VIP level.
- Unfortunately, these limits are applied consistently to all players and cannot be individually adjusted or bypassed, even in cases of significant winnings.
- The player can continue to make regular withdrawals up to the maximum amount allowed according to their current VIP status.
At Kyngs, we deeply value our players and strive to maintain the highest standards of integrity, security, and compliance. Our verification procedures are designed not only to protect the casino but also to safeguard the players' accounts and ensure that winnings are paid to the rightful individuals.
Throughout the entire verification process, our team remained available to assist the player and provided continuous support to ensure he received all necessary guidance and help.
We are pleased to confirm that the player’s verification has now been successfully completed. The player has already requested withdrawals, which have been processed in accordance with the withdrawal limits stated in our Terms and Conditions.
Additionally, we reached out to the player via email to inform him about the applicable withdrawal limits and to reassure him that our team is always available to assist with any questions or provide further support if needed.
Thank you again for your understanding and cooperation. We remain committed to offering a secure and positive gaming experience to all our customers.
Sincerely,
Kyngs Support Team
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