B?sta Casino Guru-teamet och RavenbornSaga,
Tack f?r att du uppm?rksammar oss p? detta.
Vi vill ge ytterligare sammanhang g?llande de senaste h?ndelserna i samband med spelarens konto.
I enlighet med v?ra KYC-procedurer (Know Your Customer) – avg?rande f?r regelefterlevnad och spelars?kerhet – beg?rde vi en videoverifiering. Spelaren meddelades via e-post en dag i f?rv?g med fullst?ndig information om det schemalagda Zoom-samtalet, inklusive datum, tid och m?tesl?nk.
Trots att spelaren mottagit denna information, deltog inte i samtalet och svarade inte p? inbjudan, och de kontaktade oss inte heller f?r att beg?ra en ombokning eller ta upp n?gra problem. Ingen kommunikation mottogs f?re, under eller efter det missade verifieringsf?rs?ket.
Det vi finner s?rskilt ovanligt ?r att spelaren omedelbart efter att kontot st?ngdes p? grund av att verifieringen inte slutf?rdes, skrev ett svar i det p?g?ende klagom?let. Denna tidpunkt tyder p? att spelaren ?vervakade resultatet utan att delta i den n?dv?ndiga processen, vilket v?ckte rimliga farh?gor om avsikten bakom deras handlingar.
Vi m?ste betona att det ?r obligatoriskt att slutf?ra KYC-processen enligt v?ra villkor. I vissa fall – s?rskilt d?r det finns rimliga farh?gor eller oegentligheter – kan denna process inkludera en videoverifiering. ?ven om det inte kr?vs f?r alla anv?ndare, implementeras s?dana steg n?r det ?r n?dv?ndigt f?r att skydda v?r plattforms integritet. Underl?tenhet att f?lja dessa villkor utg?r ett brott mot v?ra villkor, och som ett resultat har spelarens konto st?ngts i enlighet med v?ra interna policyer och lagstadgade skyldigheter. Uttag kan inte behandlas utan att denna procedur har slutf?rts.
Vi ?r fortsatt engagerade i att uppr?tth?lla r?ttvist spel, s?kerhet och efterlevnad p? hela v?r plattform. Vi uppskattar Casino Gurus f?rst?else och st?d i dessa fr?gor.
Med v?nliga h?lsningar,
Wintopia Casino-teamet
Dear Casino Guru team and RavenbornSaga,
Thank you for bringing this matter to our attention.
We would like to provide further context regarding the recent events associated with the player’s account.
In line with our KYC (Know Your Customer) procedures—essential for regulatory compliance and player safety—we requested a video verification. The player was notified via email a day in advance with full details of the scheduled Zoom call, including the date, time, and meeting link.
Despite receiving this information, the player did not attend the call and did not respond to the invitation, nor did they contact us to request a reschedule or raise any concerns. No communication was received before, during, or after the missed verification attempt.
What we find particularly unusual is that immediately after the account was closed due to failure to complete the verification, the player posted a reply in the ongoing complaint. This timing suggests that the player was monitoring the outcome without engaging in the required process, raising reasonable concerns about the intent behind their actions.
We must emphasize that completing the KYC process is a mandatory requirement under our Terms & Conditions. In certain cases—particularly where there are reasonable concerns or irregularities—this process may include a video verification. While not required for all users, such steps are implemented when necessary to protect the integrity of our platform. Failure to comply constitutes a breach of our terms, and as a result, the player’s account has been closed in accordance with our internal policies and regulatory obligations. Withdrawals cannot be processed without the successful completion of this procedure.
We remain committed to upholding fair play, security, and compliance across our platform. We appreciate Casino Guru’s understanding and support in these matters.
Best regards,
Wintopia Casino Team
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