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.
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.