B?sta Lubka123,
Jag f?rst?r fullst?ndigt din frustration ang?ende f?rseningarna i hanteringen av ditt ?rende. Men p? grund av situationens komplexitet – som involverar obeh?rig ?tkomst till ditt spelkonto och uttag av pengar – m?ste kasinots AML-team f?lja strikta anti-penningtv?ttsprotokoll, som kr?vs av industristandarder och licensregler.
?ven om det verkar som att du har f?rsett casinoteamet med alla n?dv?ndiga dokument fr?n de relevanta myndigheterna som de tidigare har beg?rt, ?r casinots team skyldiga att forts?tta i enlighet med deras AML-policyer. Tyv?rr, s? mycket som vi skulle vilja hj?lpa till, faller denna fr?ga utanf?r v?r f?rm?ga. Som jag n?mnde tidigare, p? grund av din situations k?nsliga natur och den information som ?r involverad, kan de inte l?mna ut detaljer till oss i enlighet med f?retagets integritetspolicy och GDPR-best?mmelser. All kommunikation fr?n deras sida ang?ende denna fr?ga kan endast delas med dig, som inblandad part, och inte med n?gon tredje part. ?ven om vi uppr?tth?ller en ansedd "myndighetsstatus" i branschen och ?r i kontakt med kasinots representanter, kan vi inte p?verka eller p?skynda deras internrevisionsprocess.
V?r f?rm?ga att ge assistans har sina begr?nsningar, och detta ?r en av situationerna. Om du k?nner att kasinot inte hanterar ditt klagom?l p? r?tt s?tt, har du m?jlighet att eskalera ?rendet till l?mplig myndighet, som ?r "Slovenská obchodná in?pekcia". De kan vidta potentiella "r?ttsliga ?tg?rder" mot kasinot om de anser det n?dv?ndigt.
F?r mer information om Tipsports reklamationsf?rfaranden, se deras V?eobecné podmienky hazardnych hier - 01.01 i avsnitt 9. KLAGOM?L.
Jag ?r ledsen att vi inte kunde vara till mer hj?lp med det h?r ?rendet. Om du kontaktar "Slovenská obchodná in?pekcia", v?nligen h?ll mig informerad och l?t mig veta om det finns n?got mer jag kan hj?lpa dig med.
Dear Lubka123,
I completely understand your frustration regarding the delays in handling your case. However, due to the complexity of the situation—involving unauthorized access to your game account and the withdrawal of funds—the casino’s AML team must follow strict Anti-Money Laundering protocols, as required by industry standards and licensing regulations.
Although it looks like you have provided the casino team with all the needed documents from the relevant authorities they have previously requested, the casino’s team is obligated to proceed in accordance with their AML policies. Unfortunately, as much as we’d like to assist, this matter falls outside our capabilities. As I mentioned previously, due to the sensitive nature of your situation and the information involved, they are unable to disclose details to us in accordance with the company's privacy policy and GDPR regulations. Any communication from their side regarding this matter can only be shared with you, as the involved party, and not with any third parties. Although we maintain a reputable "authority status" in the industry and are in contact with the casino’s representatives, we cannot influence or expedite their internal audit process.
Our ability to provide assistance has its limitations, and this is one of the situations. If you feel the casino is not handling your complaint appropriately, you have the option to escalate this matter to the appropriate authority, which is "Slovenská obchodná in?pekcia". They are able to take potential "legal action" against the casino if they deem it necessary.
For more information on Tipsport’s complaint procedures, please refer to their V?eobecné podmienky hazardnych hier - 01.01 in section 9. COMPLAINTS.
I'm sorry we could not be of more help with this matter. If you reach out to "Slovenská obchodná in?pekcia," please keep me informed and let me know if there's anything else I can help you with.
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