Добър вечер, направих акаунт в Novibet. Получих бонус за първи депозит и завърших изискванията за залагане, както се очакваше. Продължих да играя, тъй като не се регистрирах само за бонуса. По време на мандата ми като играч изтеглих 400 евро. Те ми изпратиха съобщение, че за да завърша тегленето, трябва да изпратя снимка на картата, която използвах за депозиране, за да потвърдя самоличността си. Изпратих го и получих съобщение, че идентификацията е успешна; обаче им трябваше снимка, на която държа личната си карта до лицето си и телефонна сметка с регистрирания номер, който предоставих. Бях напълно готов да изпратя тези документи. Направих снимката и започнах да търся сметката, за да я изпратя. Но когато се опитах да вляза в акаунта си вечерта, установих, че е деактивиран. Говорих с чат на живо и ги попитах защо акаунтът ми е деактивиран. Те отговориха: „Бихме искали да ви информираме, че акаунтът ви е временно деактивиран от компетентния отдел и е подложен на подробна проверка от съображения за сигурност." Попитах ги защо се е случило това и те казаха, че не знаят, тъй като това е решение на компетентния отдел. Когато попитах колко време ще отнеме прегледът, те ми казаха, че не могат да кажат или преценят, отказаха да предоставят каквато и да е информация за акаунта ми, дори не ми изпратиха имейл. Честно казано, не разбирам какво се случи, защо акаунтът ми беше закрит. Любезно ви моля да ме посъветвате какво трябва да направя, за да разреша този проблем или може би недоразумение. Видях на вашия уебсайт, че това конкретно казино има оценка за сигурност 7,9 - как може да възникне такава ситуация в защитено казино? Защо не мога да получа парите, които спечелих? Моля, помогнете ми да разреша този проблем. Обясних подробно проблема от моя гледна точка и съм на разположение за всякакви разяснения, от които може да се нуждаете. Благодаря ви предварително за времето, което ще отделите за моя случай. Благодаря ти.
Good evening, I created an account with Novibet. I received the first deposit bonus and finished the wagering requirements as expected. I continued to play as I didn’t sign up just for the bonus. During my tenure as a player, I made a withdrawal of 400 Euros. They messaged me stating that in order to complete the withdrawal, I needed to send a photo of the card I used for depositing to verify my identity. I sent it and received a message that the identification was successful; however, they needed a photo of me holding my ID next to my face and a telephone bill with the registered number I provided. I was completely willing to send these documents. I took the photo and started looking for the bill to send it. But when I tried to log into my account in the evening, I found that it had been deactivated. I spoke to live chat and asked them why my account was deactivated. They responded: "We would like to inform you that your account has been temporarily deactivated by the competent department and is under detailed review for security reasons." I asked them why this happened and they said they didn’t know as it was the decision of the competent department. When I asked how long the review would take, they told me they couldn’t tell or estimate, they refused to provide any information about my account, they didn’t even send me an email. Honestly, I don't understand what happened, why my account was closed. I kindly ask you to advise me on what I need to do to resolve this issue, or perhaps misunderstanding. I saw on your website that this specific casino had a 7.9 security score - how can such a situation occur in a secure casino? Why can't I get the money I won? Please help me resolve this issue. I have explained the issue from my perspective in detail and I am available for any clarification you may need. Thank you in advance for the time you will dedicate to my case. Thank you.
Καλησπερα, εφτιαξα λογαριασμο στην novibet. Πηρα το μπονους πρωτης καταθεσης και τελειωσα κανονικα τον τζιρο οπως επρεπε. Επειτα συνεχισα να παιζω καθως δεν γραφτηκα μονο για το μπονους. Κατα την διαρκεια της παικτικης μου δραστηριοτητας ειχα κανει μια αναληψη αξιας 400 ευρω. Μου εστειλαν μηνυμα πως για να ολοκληρωθει η αναληψη πρεπει να στειλω φωτογραφια την καρτα με την οποια καταθεσα ετσι ωστε να γινει η ταυτοποιηση. Την εστειλα κανονικα και μου εστειλαν μηνυμα πως η ταυτοποιηση εγινε με επιτυχια ομως χρειαζονται και μια φωτογραφια μου να κραταω την ταυτοτητα μου διπλα στο προσωπο μου και εναν λογαριασμο τηλεφωνου με το καταχωρημενο τηλεφωνο που εχω δηλωσει. Εγω ημουν απολυτως προθυμος να στειλω αυτα τα χαρτια. Βγαζω την φωτογραφια και αρχιζω να ψαχνω τον λογαριασμο για να τα στειλω. Παω να συνδεθω το βραδυ ομως στον λογαριασμο μου και δεν μπορω καθως αναγραφεται πως ο λογαριασμος μου ειναι απενεργοποιημενος. Μιλαω με το live chat και τους ρωταω γιατι απενεργοποιηθηκε ο λογαριασμος μου και μου λενε το εξης. "Θα θέλαμε να σας ενημερώσουμε ότι ο λογαριασμός σας έχει απενεργοποιηθεί προσωρινά από το αρμόδιο τμήμα και βρίσκεται υπό λεπτομερή έλεγχο για λόγους ασφάλειας." Τους ρωταω γιατι εγινε και μου λενε πως δεν μπορουν να γνωριζουν καθως εινια αποφαση του αρμοδιου τμηματος. Τους ρωταω ποσο καιρο θα κρατησει ο ελεγχος και μου λενε πως δεν μπορουν να ξερουν ουτε εχουν καμια εκτιμιση, γενικα αρνουνται να μου δωσουν οποιαδηποτε πληροφορια σχετικα με τον λογαριασμο μου, ουτε mail δεν μου στειλανε. Πραγματικα δεν μπορω να καταλαβω τι εγινε, γιατι εκλεισε ο λογαριασμος μου. Θα σας παρακαλουσα θερμα να μου πειτε τι χρειαζεται να κανω για να διευθετηθει το ζητημα, η παρεξηγηση ενδεχομενως. Ειχα δει στην ιστοσελιδα σας πως το συγκεκριμενο καζινο ειχε 7.9 δεικτη ασφαλειας, πως γινεται να υπαρχουν τετοιες καταστασεις σε ενα ασφαλες καζινο, γιατι δεν μπορω να παρω τα χρηματα που κερδισα; Παρακαλω βοηθηστε με να διευθετηθει το ζητημα. Σας παρειχα αναλυτικα το ζητημα απο την δικια μου πλευρα και αναμενω στην διαθεση σας για οποιαδηποτε διευκρινιση χρειαστειτε. Σας ευχαριστω εκ των προτερων για τον χρονο που θα αφιερωσετε στην περιπτωση μου. Ευχαριστω.
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