Draga Lubka123,
U potpunosti razumem va?u frustraciju u vezi sa ka?njenjem u re?avanju va?eg slu?aja. Me?utim, zbog slo?enosti situacije – koja uklju?uje neovla??eni pristup va?em ra?unu za igru i povla?enje sredstava – tim kazina za AML mora da po?tuje stroge protokole protiv pranja novca, kako to zahtevaju industrijski standardi i propisi o licenciranju.
Iako izgleda da ste timu kazina dali svu potrebnu dokumentaciju od relevantnih vlasti koje su prethodno zatra?ili, tim kazina je u obavezi da postupi u skladu sa svojim smernicama za spre?avanje pranja novca. Na?alost, koliko god mi ?eleli da pomognemo, ova stvar je van na?ih mogu?nosti. Kao ?to sam ranije pomenuo, zbog osetljive prirode va?e situacije i uklju?enih informacija, oni ne mogu da nam otkriju detalje u skladu sa politikom privatnosti kompanije i GDPR propisima. Svaka komunikacija sa njihove strane u vezi sa ovim pitanjem mo?e se deliti samo sa vama, kao uklju?enom stranom, a ne sa tre?im licima. Iako odr?avamo renomirani ?status autoriteta" u industriji i u kontaktu smo sa predstavnicima kazina, ne mo?emo uticati ili ubrzati njihov proces interne revizije.
Na?a sposobnost da pru?imo pomo? ima svoja ograni?enja, a ovo je jedna od situacija. Ako smatrate da kazino ne re?ava va?u ?albu na odgovaraju?i na?in, imate opciju da eskalirate ovo pitanje nadle?nom organu, a to je ?Slovenska obchodna in?pekcia". Oni su u mogu?nosti da preduzmu potencijalnu ?pravnu akciju" protiv kazina ako smatraju da je to potrebno.
Za vi?e informacija o procedurama za ?albe Tipsport-a, pogledajte njihov V?eobecne podmienki hazardnыch hier - 01.01 u odeljku 9. ?ALBE.
?ao mi je ?to nismo mogli vi?e pomo?i po ovom pitanju. Ako se obratite ?Slovenska obchodna in?pekcia", molimo vas da me obavestite i obavestite me ako jo? ne?to mogu da vam pomognem.
Dear Lubka123,
I completely understand your frustration regarding the delays in handling your case. However, due to the complexity of the situation—involving unauthorized access to your game account and the withdrawal of funds—the casino’s AML team must follow strict Anti-Money Laundering protocols, as required by industry standards and licensing regulations.
Although it looks like you have provided the casino team with all the needed documents from the relevant authorities they have previously requested, the casino’s team is obligated to proceed in accordance with their AML policies. Unfortunately, as much as we’d like to assist, this matter falls outside our capabilities. As I mentioned previously, due to the sensitive nature of your situation and the information involved, they are unable to disclose details to us in accordance with the company's privacy policy and GDPR regulations. Any communication from their side regarding this matter can only be shared with you, as the involved party, and not with any third parties. Although we maintain a reputable "authority status" in the industry and are in contact with the casino’s representatives, we cannot influence or expedite their internal audit process.
Our ability to provide assistance has its limitations, and this is one of the situations. If you feel the casino is not handling your complaint appropriately, you have the option to escalate this matter to the appropriate authority, which is "Slovenská obchodná in?pekcia". They are able to take potential "legal action" against the casino if they deem it necessary.
For more information on Tipsport’s complaint procedures, please refer to their V?eobecné podmienky hazardnych hier - 01.01 in section 9. COMPLAINTS.
I'm sorry we could not be of more help with this matter. If you reach out to "Slovenská obchodná in?pekcia," please keep me informed and let me know if there's anything else I can help you with.
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