Draga Mirka,
Hvala vam na strpljenju i na prilici da pru?ite poja?njenje u vezi sa ovim slu?ajem.
Dana 4. juna, igra? je podneo zahtev za povla?enje sredstava. Kao deo na?ih rutinskih bezbednosnih procedura i procedura upravljanja rizicima, ova radnja je pokrenula na? interni sistem bezbednosti. Va?no je napomenuti da su takve provere standardna praksa. Ove mere su na snazi da bi se za?titili i igra? i integritet na?e platforme.
Prvi korak dodatnog procesa verifikacije pokrenut je 5. juna, kada je od igra?a zatra?eno da po?alje selfi na kojem dr?i dokaz o identitetu i papir na kojem je ispisano ?Winnerz" i trenutni datum. Ovo je jedan od koraka koji nam omogu?ava da se uverimo da zakoniti vlasnik upravlja nalogom.
Nakon ?to je igra? dostavio tra?ene materijale, na? tim je sproveo temeljnu proveru. Kao deo na?eg pobolj?anog procesa verifikacije, utvr?eno je da je potreban dodatni korak - video verifikacija - kako bi se provere u potpunosti zavr?ile. Ova video verifikacija je obavljena 30. juna.
Sa zadovoljstvom potvr?ujemo da je igra? uspe?no pro?ao sve faze procesa verifikacije. Nalog je sada potpuno verifikovan bez daljih ograni?enja i igra? mo?e slobodno da nastavi sa isplatama i da koristi nalog kao i obi?no.
Svesni smo da je ovaj proces mogao izazvati izvesna ka?njenja i frustracije i iskreno se izvinjavamo zbog eventualnih neprijatnosti. Me?utim, ove procedure su na snazi kako bi se ispunili regulatorni zahtevi i obezbedilo bezbedno i fer okru?enje za igranje za sve igra?e.
Ukoliko vi ili igra? imate dodatnih pitanja, rado ?emo vam pomo?i u bilo kom trenutku.
Hvala vam na razumevanju i saradnji!
Srda?an pozdrav,
Darja
Dear Mirka,
Thank you for your patience and for the opportunity to provide clarification regarding this case.
On June 4th, the player submitted a withdrawal request. As part of our routine security and risk management procedures, this action triggered our internal security system. It is important to note that such checks are standard practice. These measures are in place to protect both the player and the integrity of our platform.
The first step of the additional verification process was initiated on June 5th, when the player was asked to submit a selfie holding their Proof of Identity and a piece of paper with "Winnerz" and the current date written on it. This is one of the steps that allows us to ensure that the rightful owner is operating the account.
After the player provided the requested materials, our team conducted a thorough review. As part of our enhanced verification process, it was determined that an additional step - a video verification - was required to complete the checks fully. This video verification took place on June 30th.
We are pleased to confirm that the player successfully passed all stages of the verification process. The account is now fully verified with no further restrictions, and the player is free to proceed with withdrawals and continue using the account as normal.
We acknowledge that this process may have caused some delays and frustration, and we sincerely apologise for any inconvenience. However, these procedures are in place to comply with regulatory requirements and to ensure a secure, fair gaming environment for all players.
Should you or the player have any further questions, we are happy to assist at any time.
Thank you for your understanding and cooperation!
Warm regards,
Darja
Automatski prevedeno:
