Kripty Casino - Hráčský účet byl uzavřen.

Hello, i have created account on Kripty deposited 100 usd with bonus and successfuly wagered it. After i had uploaded documents for verification. It seems that i had some issues with verification and i wrote about it to support. They said that they escaleted the issue to the relevant department. The next day i checked my email and found there the messase that my account is blocked. And also after that message i also got "successful verification" mail. But support said that my account blocked because of their "internal decision"

Dear zheaktuver,

Thank you very much for submitting this complaint. I'm sorry to hear about the issue you're facing. To better understand your situation, I’d like to ask a few questions for clarification.

Could you please confirm if you used a VPN or any IP-masking software when accessing the casino website or registering your account?

Have you ensured that all the personal details in your profile (first and last name, date of birth, address, and country of residence) are accurate and match your identity documents?

Which documents did you submit for verification, and when did you send the most recent one?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello, I have not used IP-masking software or VPN.

They do not accept local passport, so i have uploaded international passport, but it is Ukrainian. But I live in Russia now. I have looked at their T&C they accept Ukranian and Russian players.

I had no chance to check anything, since my account was closed.

Please forward all the communication between you and the casino regarding your verification and the closure of your account to my email at veronika.l@casino.guru. Thank you for your patience and cooperation.

Dear zheaktuver,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello, i have no communication with casino. Can you please invite casino representative?

Thank you for your cooperation. I can invite the casino representative to assist further, but before doing so, it would be helpful to gather as much relevant information as possible to support your case.

Could you please specify the type of bonus you activated and played with? Additionally, what was your account balance at the time of closure? Has the casino informed you about the status of your balance following their decision to block your account?

Your responses will help us determine the best approach for moving forward. Thank you again for your assistance.

Dear zheaktuver,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We’ve reopened this complaint at the request of zheaktuver. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Thank you very much, zheaktuver, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear zheaktuver,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Kripty Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Kripty Casino,

Could you please provide a comprehensive explanation of this case, including the reasons behind the closure of the player's account?

Thank you in advance for your response!

Best Regards,

Kubo

Hello,

The user was asked for documents for our KYC procedure and he provided someone else's passport.

This is a clear breach of our T&Cs and his account was closed.

I have forwarded all the relevant files to the casino guru representative.

Thank you!

Dear zheaktuver,

I have reviewed the evidence provided by the casino representative, and they have substantiated their claims. It has been confirmed that you submitted the passport of a third party during your KYC process and even attempted to pass verification by swapping identities with another person.

Please note that KYC (Know Your Customer) is a crucial process for online casinos. It ensures compliance with anti-money laundering regulations, helps prevent fraud and identity theft, promotes responsible gambling, and protects minors. By verifying player identities, casinos enhance overall security and foster trust among users. Failure to complete the KYC process properly may result in account closure and forfeiture of winnings.

Additionally, the name you used during registration on our platform does not match the name you used at the casino. This raises significant concerns about the legitimacy of your claim as per our policy, complaints must be submitted by the individual involved, not on behalf of someone else.

For these reasons, I have no option but to reject your complaint as unjustified.

For future reference, I strongly recommend using your own credentials and documents during the casino's verification process to avoid situations like this.

Thank you for your understanding.

Best Regards,

Kubo