K?ra Mirka och Dimitar76,
Tack f?r att du kontaktade oss.
Jag har noggrant granskat detta fall och kan bekr?fta att jag ?r bekant med situationen.
Spelarens konto blockerades p? grund av ofullst?ndig verifiering. Som en del av v?ra standards?kerhetsprotokoll beg?rde v?rt verifieringsteam den n?dv?ndiga dokumentationen innan vi kunde forts?tta med uttagsbeg?ran.
Tyv?rr skickade spelaren in felaktiga eller ofullst?ndiga dokument flera g?nger, till exempel mobiltelefonfoton som inte uppfyller v?ra verifieringsstandarder. Spelaren informerades flera g?nger om de specifika dokument som kr?vdes men uppgav att de inte hade den beg?rda legitimationen och var os?kra p? identiteten p? en tredje part som var kopplad till kontot. Samtidigt fick vi ocks? flera kontakter fr?n den tredje parten.
Vid denna tidpunkt m?ste spelaren slutf?ra verifieringsprocessen genom att skicka in:
-En giltig myndighetsutf?rdad legitimation via v?rt s?kra system,
-En FaceMatch + kameraverifiering, och
-En giltig legitimation fr?n den tredje part som ?r kopplad till kontot.
N?r vi har mottagit och verifierat dessa dokument kommer vi att g? vidare i enlighet med dessa utan dr?jsm?l.
Tack ?n en g?ng f?r er uppm?rksamhet p? denna fr?ga. H?r g?rna av er om ni har ytterligare fr?gor.
Med v?nliga h?lsningar,
Jeffrey
Casumo
Dear Mirka and Dimitar76,
Thank you for reaching out.
I’ve carefully reviewed this case and can confirm that I am familiar with the situation.
The player’s account was blocked due to incomplete verification. As part of our standard security protocols, our verification team requested the necessary documentation before we could proceed with the withdrawal request.
Unfortunately, the player submitted incorrect or incomplete documents multiple times, for example, mobile phone photos that do not meet our verification standards. The player was informed several times about the specific documents required but stated that they did not have the requested ID and were unsure about the identity of a third party linked to the account. Meanwhile, we also received multiple contacts from that third party.
At this point, the player must complete the verification process by submitting:
-A valid government-issued ID via our secure system,
-A FaceMatch + camera verification, and
-A valid ID from the third party associated with the account.
Once we receive and successfully verify these documents, we will proceed accordingly without delay.
Thank you again for your attention to this matter. Please let us know if you have any further questions.
Best regards,
Jeffrey
Casumo
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