K?ra buitragobenedicto2,
Tack f?r dina mejl med dokumenten och videorna.
Efter en noggrann granskning av informationen och bevisen som casinot och du tillhandah?llit, beklagar jag att du inte klarade verifieringsprocessen av legitima sk?l. ?ven om jag f?rst?r att du kanske inte ?r helt bekant med procedurerna relaterade till Know Your Customer (KYC) och anti-penningtv?tt (AML), ?r det viktigt att notera att ett verifieringssamtal ?r standardpraxis inom branschen. Denna ?tg?rd hj?lper casinot att bekr?fta kontoinnehavarens sanna identitet. Det fanns betydande avvikelser mellan fakta och den information du l?mnade, eller kanske b?ttre sagt inte l?mnade, under ditt verifieringssamtal. Som ett resultat uppfyllde du inte de n?dv?ndiga kriterierna f?r att framg?ngsrikt slutf?ra KYC-processen. ?ven om jag medger att du kan ha gjort flera uttag tidigare, ?r det troligt att dessa var f?r mindre belopp. F?ljaktligen inleddes en mer omfattande KYC- och AML-process sannolikt f?rst nyligen. Som jag tidigare n?mnde har du tyv?rr inte lyckats med verifieringssamtalet av legitima sk?l.
D?rf?r ?r jag tvungen att avsluta ditt klagom?l som avslaget. Jag f?rst?r att detta kanske inte ?r det resultat du hoppades p?, men efter noggrant ?verv?gande m?ste vi uppr?tth?lla casinots beslut i det h?r fallet. Om du fortfarande k?nner att du har blivit or?ttvist behandlad av casinot ?r du v?lkommen att ta upp ?rendet med casinots licensmyndighet. Vi kan dock inte erbjuda ytterligare hj?lp i just denna fr?ga.
Jag beklagar att vi inte kunde vara till mer hj?lp vid detta tillf?lle. Om du st?ter p? n?gra problem med detta eller n?got annat casino i framtiden, ?r du v?lkommen att kontakta oss, s? ska vi g?ra v?rt b?sta f?r att hj?lpa dig.
Med v?nliga h?lsningar,
Mikal
Kasinoguru
Dear buitragobenedicto2,
Thank you for your emails with the documents and videos.
After a careful review of the information and evidence provided by the casino and you, I regret to inform you that you did not pass the verification process for legitimate reasons. While I recognize that you may not be entirely acquainted with the procedures related to Know Your Customer (KYC) and Anti-Money Laundering (AML), it is important to note that a verification call is a standard practice within the industry. This measure assists the casino in confirming the true identity of the account holder. There were significant discrepancies between the facts and the information you provided, or maybe better to say not provided, during your verification call. As a result, you did not fulfil the necessary criteria to successfully complete the KYC process. While I acknowledge that you may have made several withdrawals in the past, it is probable that these were for lesser amounts. Consequently, a more comprehensive KYC and AML process was likely initiated only recently. Nevertheless, as I previously stated, you have unfortunately not succeeded in the verification call for legitimate reasons.
Therefore, I'm forced to proceed with closing your complaint as rejected. I understand this may not be the outcome you were hoping for, but after careful consideration, we must uphold the casino’s decision in this case. Should you still feel that you have been treated unfairly by the casino, you are welcome to raise the matter with the casino’s licensing authority. However, we are unable to offer further assistance on this specific issue.
I am sorry we could not be of more help on this occasion. Should you encounter any issues with this or any other casino in the future, please feel free to reach out to us, and we will try our best to help.
Best regards,
Michal
Casino Guru
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