Hvala vam na informacijama i dokazima koje ste nam dali, Sportsbet.io tim.
Dragi/a panem,
Nakon temeljne istrage i prikupljanja svih potrebnih informacija, odbacujemo ovu ?albu kao neopravdanu zbog kr?enja uslova kori??enja kazina - vi?estruki nalozi, u?e??e u istoj ili veoma sli?noj igri i povezanost kori??enjem istog na?ina pla?anja na povezanim nalozima. Kazina imaju veoma strogu politiku u vezi sa slu?ajevima vi?estrukih naloga koji su kori??eni na ovaj na?in, a kazino je postupio u skladu sa svojim uslovima kori??enja, kao ?to je navedeno u klauzuli 19. Otkazivanje, suspenzije i zatvaranje.
Da odgovorim na va?e pitanje:
Odgovor koji je dao kazino apsolutno nema smisla. U po?etku se navodi da je, po?to je obavljena KYC verifikacija, potvr?eno da koristim vi?e naloga. Kako je mogu?e da je proces identifikacije uspe?no zavr?en i da je ovo dokaz ne?ega takvog? Dakle, ?ta ovo zna?i? Da sam otvorio druge naloge sa svojim identitetom? To ?to mi govorite nema smisla.
Bilo kakva neslaganja ili kr?enja pravila kazina se, u ve?ini slu?ajeva, otkrivaju tokom ili nakon zavr?etka KYC (Poznaj svog klijenta) i AML (Spre?avanje pranja novca) procesa, koji se obi?no pokre?u kada igra? podnese zahtev za povla?enje koji prelazi odre?eni prag. Dakle, nakon KYC (Poznaj svog klijenta) i AML (Spre?avanje pranja novca) procesa, tim za bezbednost kazina je potvrdio da je va? nalog povezan sa drugim nalozima koji potpadaju pod pravilo 19.1.
?tavi?e, otkriveno je da je pokrenuta sveobuhvatnija istraga kao rezultat odre?enih sumnjivih aktivnosti u kojima ste u?estvovali u vezi sa sportskim kla?enjem, ?to je uticalo na ranija ograni?enja nametnuta va?em nalogu. Iako sam dobio neke informacije u vezi sa ovim pitanjem, sa ?aljenjem vas obave?tavam da vam ne mogu pomo?i, jer ne re?avamo ?albe vezane za sportsko kla?enje, te bismo stoga morali da odbijemo va?u ?albu u svakom slu?aju.
Ipak, zbog kr?enja pravila kazina u vezi sa vi?estrukim nalozima, sada ?u zatvoriti ovu ?albu kao neopravdanu.
Mogu vas uveriti da smo mi, kao nezavisna strana, temeljno pregledali sve informacije i dokaze i da su postupci tima kazina bili u skladu sa njegovim utvr?enim pravilima, sa kojima ste se slo?ili kada ste kreirali svoj nalog.
?ao mi je ?to vam nismo mogli vi?e pomo?i u ovoj prilici. Slobodno nas kontaktirajte ako nai?ete na bilo kakve probleme sa ovim ili bilo kojim drugim kazinom u budu?nosti, i mi ?emo se potruditi da vam pomognemo.
Srda?an pozdrav,
Mihal
Kazino Guru
Thank you for the information and evidence provided, Sportsbet.io Team.
Dear panem,
After a thorough investigation and gathering all the necessary information, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions - multiple accounts, engaging in the same or very similar gameplay and linked by using the same payment method in related accounts. Casinos have a very strict policy regarding multiple account cases that have been used in this way, and the casino has acted according to its terms and conditions, as mentioned in clause 19. Cancellations, Suspensions and Closure.
To answer your question:
The answer given by the casino makes absolutely no sense. Initially, it states that since the KYC verification was done, it was confirmed that I use multiple accounts. How is it possible that the identification process was successfully completed and that this is proof of something like that? So, what does this mean? That I have opened other accounts with my identity? What you are telling me makes no sense.
Any discrepancies or violations of the casino rules are, in most cases, discovered during or after the KYC (Know Your Customer) and AML (Anti-Money Laundering) processes have finished, which are usually triggered when a player submits a withdrawal request that surpasses a certain threshold. So, after the KYC (Know Your Customer) and AML (Anti-Money Laundering) processes, the casino security team confirmed that your account was linked with other accounts which fall under the rule 19.1.
Furthermore, it has come to light that a more comprehensive investigation was launched as a result of certain questionable activities you participated in regarding sports betting, which played a role in the earlier limitations imposed on your account. Although I have obtained some information regarding this matter, I regret to inform you that I cannot assist you, as we do not address complaints related to sports betting, and thus, we would have had to decline your complaint regardless.
Nevertheless, because of the violations of the casino rules in regard to multiple accounts, I will now proceed to close this complaint as unjustified.
I can assure you that we, as an independent party, have reviewed all the information and evidence thoroughly, and the casino team's actions were according to its established rules, to which you agreed when you created your account.
I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future, and we will try our best to help.
Best regards,
Michal
Casino Guru
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