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I submited kyc document and also I have 11k balance in my account but block my account without any reasion

Dear Arnab900, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format? 

Have you received any explanation from the casino as to why your account has been blocked? Is it temporary or permanent?

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

Best regards, 

Veronika

I provide my kyc document but casino side block my account

Could you please forward me the email you received from the casino when your account was blocked? My email address is veronika.l@casino.guru.

Also, kindly specify which types of games you played. Was it slots, live casino games, or did you participate in sports betting?

Have you activated any bonuses?

Thank you.

I will forward message which I reacive casino site

I play live casino

I did not active any casino bonus

From the email you sent me, it seems that your account was blocked because you provided incorrect information when you registered in the casino, or when you provided your documents for verification.

Could you please advise if the personal data in your casino profile are the same as the information on your identity documents?

Yes I will send send correct document which details I submited in casino site

I am not sure I understand. Did you send the correct documents to the casino when you were asked to verify your account for the first time?

Yes I will send all right document which are require from casino side

Dear Arnab900,

please cooperate. It seems that you either don't understand or you are unwilling to cooperate.

When you sent your documents to the casino for the first time, was the information in your casino profile the same as the information in your identity documents used for verification? Namely, your name, surname, address, payment method.

Yes all are same I will chek carefully when I se s

Thank you very much, Arnab900, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.

Hello there,

Thank you Arnab900 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Qbet Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help resolve this issue.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Ok

Dear Arnab900, I was in contact with the casino representative and was told that you have failed your KYC multiple times, provided a fake ID which is considered fraud and can blacklist you in most of the industry, and you're not above 18 years old. Your account has been blocked due to these reasons and we believe this decision by the casino is justified.

What I allready have 18 years above casino sent wrong information

I did not justified beacuase I allready have 18 years old and I send right I'd card this is government issue

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Peter