K?ra Nadia,
Tack f?r ditt e-postmeddelande och de ytterligare uppgifter som du har angett.
Efter att ha samlat in och granskat all n?dv?ndig information och haft en intern diskussion med teamet beslutade vi att avsluta detta klagom?l som omotiverat p? grund av brott mot kasinots villkor - det finns rimliga sk?l att tro att vi talar om anv?ndning av flera konton eller maskopi. , samt om?jligheten att klara KYC, vilket ?r ett m?ste f?r att kunna ta ut n?gra pengar fr?n ditt casinokonto.
Det finns ocks? flera inkonsekvenser i din version av ber?ttelsen, och det finns ocks? helt irrelevant och v?rdel?s information f?r fallet - delas av dig ovan.
Det spelar verkligen ingen roll om din h?nvisningsl?nk anv?ndes av n?gon, eller om den gjordes fr?n en annan enhet eller IP-adress, och det spelar ingen roll om du var den enda som anv?nde din e-postadress i kasinot - i de flesta onlinekasinon , det uppr?tth?lls av deras system, och det ?r inte m?jligt att registrera sig med samma e-postadress mer ?n en g?ng. Dessutom n?mnde du verifiering p? andra niv?n - ocks? irrelevant eftersom det vanligtvis finns fler verifieringsniv?er.
N?r det g?ller dina p?st?enden om att ditt konto har blockerats efter att det "gick till +" s? st?mmer det inte alls. Ditt konto st?ngdes f?r att du brutit mot kasinots regler och villkor , som du accepterade vid registreringen. D?remot uppt?ckte kasinot det efter att ha beg?rt ett uttag - det ?r inte skyldigt att utf?ra ytterligare kontroller tidigare. Det ?r en branschstandard att spelare endast m?ste anv?nda betalningsmetoder som tillh?r dem, i deras eget namn, och sina egna medel f?r ins?ttningar - det betyder automatiskt att det ?r f?rbjudet att anv?nda samma betalningsmetod(er) p? mer ?n ett konto , logiskt. Att acceptera krypto-e-pl?nb?cker kan tyda p? att spelare kan undvika verifiering av sina betalningsmetoder eller deras pengars ursprung, men det finns ocks? andra villkor som m?ste uppfyllas. Jag rekommenderar att du l?ser kasinots regler i detalj, som finns p? l?nken ovan, s?rskilt delarna 5, 7 och 8. Delvis ?r ?ven avsnittet "Anti-penningtv?tt" ?gnat ?t ?mnet.
Om en privat v?xlare (tredjepartstj?nst) skulle ha varit en anledning till att din betalningsmetod matchade den betalningsmetod som anv?ndes p? andra konton, som du p?stod, skulle det snarare vara en "f?rsv?rande omst?ndighet". Trots att det i princip inte ?r vettigt i samband med dina andra anspr?k g?llande dina ins?ttningar och uttag, m?ste casinot verifiera alla betalningsmetoder som anv?nds p? ditt konto. Om du anv?nde n?gon tredjepartstj?nst f?r s?dana ?ndam?l eller gjorde det om?jligt f?r ett kasino att verifiera dig sj?lv som ?gare till de insatta medlen eller anv?nde betalningsmetoder (eller det matchade med betalningsmetod p? ett annat konto), b?r du tyv?rr ocks? ha r?knade med alternativet att din verifiering inte kommer att vara m?jlig, och du riskerade alla insatta medel.
Sist men inte minst v?ntade vi p? tillsynsmyndighetens slutgiltiga beslut, vilket ?r tydligt, och ni fick information om vad ni ?tagit er. D?rf?r accepterar vi casinots beslut.
Jag ?r ledsen att vi inte kunde hj?lpa dig med detta, men tveka inte att kontakta oss i framtiden om du st?ter p? n?gra problem med detta eller n?got annat casino. Vi ?r h?r f?r att hj?lpa.
Om du inte ?r n?jd med klagom?lsl?sningen rekommenderar jag att du konsulterar den spelmyndighet som casinot regleras av. Om du har n?gra fr?gor ?r du v?lkommen att skriva till mig p? [email protected] .
V?nliga h?lsningar,
Branislav, www.kpvfaw.com
Dear Nadia,
Thank you for your email and the additional details provided.
After gathering and reviewing all the necessary information and having an internal discussion with the team, we decided to close this complaint as unjustified due to breaching the casino's terms and conditions - there are reasonable grounds to believe that we are talking about multiple account use or collusion, as well as the impossibility to pass the KYC, which is a must to be able to withdraw any funds from your casino account.
There are also several inconsistencies in your version of the story, and there is also completely irrelevant and useless information for the case - shared by you above.
It really does not matter if your referral link was used by anyone, or if it was done from another device or IP address, and it does not matter if you were the only one who used your email address in the casino - in most online casinos, it is enforced by their systems, and it is not possible to register with the same email address more than once. In addition, you mentioned the 2nd level verification - also irrelevant since there are usually more levels of verification.
As for your claims that your account has been blocked after it "went to +", this is not correct at all. Your account was closed because you breached the casino's Terms and Conditions, which you accepted upon registration. However, the casino detected it after requesting a withdrawal - it is not obliged to perform additional checks earlier. It is an industry standard that players have to use only payment methods belonging to them, in their own names, and their own funds for deposits - it automatically means that it is forbidden to use the same payment method(s) in more than one account, logically. Accepting crypto e-wallets may indicate that players could avoid the verification of their payment methods or their funds' origin, but there are also other conditions that have to be met. I recommend you read the casino's rules in detail, available on the link above, especially parts 5, 7, and 8. Partially, also the section "Anti-Money Laundering" is devoted to the topic.
If a private exchanger (3rd party service) should have been a reason that your payment method matched with the payment method used in other accounts, as you claimed, it would be rather an "aggravating circumstance". Despite it basically does not make sense in connection with your other claims regarding your deposits and withdrawals, the casino has to verify all the payment methods used in your account. In case you used any 3rd party service for such purposes or made it impossible for a casino to verify yourself as the owner of the deposited funds or used payment methods (or it matched with payment method in another account), unfortunately, you also should have counted on the option that your verification will not be possible, and you risked all the deposited funds.
Last but not least, we were waiting for the regulator's final decision, which is clear, and you were informed of what you committed. Therefore, we accept the casino's decision.
I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.
If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by. In case of any questions, feel free to write to me at [email protected].
Best regards,
Branislav, www.kpvfaw.com
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