B?sta Michal och Casino Guru-teamet,
Tack f?r att ni ger oss m?jlighet att svara p? detta klagom?l och presentera v?r syn p? situationen.
Spelarens konto genomgick ytterligare verifieringsprocedurer efter att ha flaggats av v?rt interna s?kerhetssystem. Denna process ?r en del av v?ra standardprotokoll f?r efterlevnad och bedr?gerif?rebyggande ?tg?rder, vilka vi till?mpar konsekvent f?r att s?kerst?lla v?r plattforms integritet.
Verifieringstidslinjen ?r f?ljande:
- Den 17 april beg?rde vi initialt att spelaren skulle skicka in en selfie med sitt identitetsbevis i ena handen och en handskriven lapp med texten "Bulletz + dagens datum" i den andra.
- N?r inget svar mottogs skickades en p?minnelse den 19 april. Spelaren svarade dock inte p? denna beg?ran, och p? grund av l?ngvarig inaktivitet st?ngdes ?rendet och pengarna ?terst?lldes.
- Spelaren skickade senare in en ny uttagsbeg?ran. Enligt v?r procedur utf?rdades samma dokumentbeg?ran igen den 2 maj, f?ljt av ytterligare en p?minnelse den 4 maj. ?terigen mottogs inget svar inom den angivna tidsramen, och ?rendet avslutades den 6 maj, med pengarna ?terf?rda till spelarens saldo.
- Selfieverifieringen slutf?rdes s? sm?ningom den 24 april, och d? gick vi vidare till n?sta steg i v?r process – en videoverifiering.
Videosamtalet ?r en standarddel av v?r ut?kade due diligence-process, s?rskilt n?r tidigare verifieringssteg har visat f?rseningar eller gett upphov till problem. Vi schemalagde den f?rsta videoverifieringen till den 7 maj och gav detaljerade instruktioner i f?rv?g. Spelaren svarade och angav att de inte skulle vara tillg?ngliga av personliga sk?l och beg?rde omplanering.
Som en artighet bokade vi en andra videoverifiering till den 12 maj, ?terigen med en tid som var t?nkt att passa rimligt bra. Tyv?rr deltog inte spelaren heller i detta andra m?te. I motsats till vad spelaren p?st?r kan vi bekr?fta att inbjudan till det andra f?rs?ket faktiskt skickades och kan tillhandah?lla st?djande bevis p? beg?ran.
Med tanke p? att spelaren misslyckades med att slutf?ra verifieringsprocessen trots flera m?jligheter och p?minnelser, fattades beslutet den 16 maj att st?nga kontot och ogiltigf?rklara vinsterna i enlighet med v?ra villkor. Detta beslut togs inte l?ttvindigt, utan var n?dv?ndigt f?r att uppr?tth?lla efterlevnadsstandarder och s?kerhetsf?rv?ntningar.
Vi ?r dock fortfarande ?ppna f?r att ?terbetala spelarens senaste ins?ttning. F?r att forts?tta kr?ver vi att spelaren anger sitt IBAN-nummer, vilket ?nnu inte har skickats in. S? snart vi mottagit dessa uppgifter kommer vi att utf?rda ?terbetalningen.
All relevant kommunikation fr?n v?r kontakt med spelaren ?r tillg?nglig och kan delas med Casino Guru konfidentiellt, om ytterligare verifiering skulle beh?vas.
Vi uppskattar era anstr?ngningar att s?kerst?lla r?ttvisa och transparens, och vi litar p? att denna f?rklaring klarg?r de ?tg?rder som vidtagits och motiveringen bakom v?ra ?tg?rder.
Med v?nliga h?lsningar,
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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