dublZ Casino - Las ganancias del jugador han sido retenidas.

Deposited with a bonus here and beat the wager and managed to put in multiple withdrawals equating to $6000.

I was asked to complete my KYC with Sumsub on two occasions as they somehow couldn’t verify me despite providing the documents requested all valid and in my name.

First time around I got sent a link to complete this and I told them it failed, so they sent me a new link to try this again with the same outcome and photos attached show the outcome of the KYC.

I did forward documents to their support email which were then deleted and got this email-

‘ Hi S****

Apologies, we don’t process any customer documents manually, we use SumSub as trusted KYC provider

Please don’t send any documents over email, we will not be able to store and process those documents and will securely remove those emails not to compromise your information.

I also realised you are in touch with our support, they will follow up asap after checking in with SumSub

Regards’

I have then received an email today stating the following -

‘ Hi S****,

Our trusted external auditor has not approved your KYC application. Unfortunately, we will not be able to reopen the link again or process any withdrawals from your account.

Yours sincerely,

The Dublz Team’

So my complaint is that they have not offered me an alternative way to verify my identity. I now have $6000 which I have won fairly, not breaking any rules, supplying correct information and valid documentation and they have just brushed it off and not offered me any alternative.

Just to state I have deposited in Bitcoin as my currency and happy to provide any proof of my wallet and where funds originate from.

I look forward to your reply.

S****

Dear rocketpotio,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that your winnings have been voided and account blocked due to a failed account verification? Could you please confirm that you have provided all the personal documents required for the verification as soon as possible, without any delay? Have you been advised what was the exact reason not to verify your account? Have you accumulated your winnings with or without an active bonus?

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

Best regards,

Petronela 

They said it failed and they won’t continue any further.

They even accused me of forged documents!

I see. Is there any relevant communication that you'd like to share with us before we'll contact the casino directly? My email address is petronela.k@casino.guru.

Dear rocketpotio,

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, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.