So this casino is completely rogue.
I provided documents. For some reason they were rejected.
Guess what they did?
"As you failed kyc verification, we are allowed to confiscate your balance and close your account"
So this casino just ripped me off of my balance because I failed kyc. I provided front and back of license, selfie, bank statement and proof of payment.
They declined it and stole my money
And guess what? Casinoguru gives this casino an 8.8 rating.
So you want to say that you haven't requested the withdrawal and they never asked you to provide any documents?
Why would they close your account for not providing them, then?
I got lost here, to tell you the truth. 🤷♀️
So you want to say that you haven't requested the withdrawal and they never asked you to provide any documents?
Why would they close your account for not providing them, then?
I got lost here, to tell you the truth. 🤷♀️
No idea. They just sent me an email and said sorry you didnt pass kyc within 30 days time. We have a right to take your money as per our terms. We have confiscated your money and closed the account.
I didnt fight with them previous. No previous negative history. Absolutely nothing at all. I was just busy and figured I would get around to either cashing out the $111 or play with it when bored.
They outright just stole it for no reason at all.
And have you checked the terms for this? Is there perhaps anything written that all the players have to pass the KYC first?
And have you checked the terms for this? Is there perhaps anything written that all the players have to pass the KYC first?
nah im not reading 20 pages of terms. If a casino has a term that says we can steal your money if you dont provide KYC hidden deep in hidden writing...this casino shouldnt be allowed to post here or have a high rating.
Its also not posted on your guys review of the casino either.
Hopefully you arent approving and giving a really high trust score to casinos that have rogue terms like that
Well, I hope that there are no such terms, of course, as well. Just asking, you know.
We surely do not support something like that.
Well, I hope that there are no such terms, of course, as well. Just asking, you know.
We surely do not support something like that.
I found an email in my spam folder that asked me to provide kyc about a month ago.
So yep the casino robbed me for absolutely nothing and sent me this.
No warning, no reminders, just outright robbed my money. Not my fault it landed in a spam folder and I didnt see it. This does not warrant them to take my money.
Some of these casino are absolutely crazy with the theft and criminality they try and pull. Hope to see casinoguru act on this behavior.
So you did request a withdrawal, or how come they sent you this email then?
Never mind, our complaint team will try to help anyway.
No I didnt request anything. You cant withdrawal until you verify the account. They just sent it to me randomly.
Yeah, it is a common thing that you have to get verified first, but from the message you shared here, it is actually seen like you asked for withdrawal, you know. Usually only then does the verification start.
But, of course, it is not right to confiscate your money at all; don't get me wrong here.
Either way 30 days is atrocious. Emails get lost, emails get to spam folders, people have family emergencies or travel for work.
Using that as an excuse to steal someones money is crazy.
Be curious to see how this complaint plays out. I almost dare the casino to stand firm to see how casino guru responds and what they do. Its almost worth losing $111 just to see a scammy casino lose their trust score and get flagged for bs.
If a casino actually risks their reputation over $111 that will be crazy. They would lose 1000x in deposits when their score gets lowered and a warning on the review page.
Wouldnt shock me. Ive seen some dumb casino owners before.
I have to agree with you for sure, and we do not support this kind of behavior.
I hope we will be able to help, even though it is not a big sum.
I have to agree with you for sure, and we do not support this kind of behavior.
I hope we will be able to help, even though it is not a big sum.
Ya thats why I wasnt in any rush to do anything. Its $111 I could really care less...but I sure as heck wont let a casino just rob me of it without a fight.
Exactly that. They should be punished somehow for doing this to their players. Especially if you haven't made a request, right?
I will also inform our data team to check those terms they have.
So this is what happened.
I deposited and played. I won $800. I requested a cashout then got very busy with work. I forgot I requested a cashout even.
They sent an email verification request that landed in my spam folder so I did not see it.
After 30 days of their request, they stole all my money and closed my account and told me the decision was final.
What kind of casino thinks its ok to rip people off because they get busy? What kind of casino thinks a term like "if you dont verify your account in 30 days we steal your money"
This is insane beehavior and ridiculous I had to spend weeks fighting this casino to get my money returned.
8.8 rating with terms like this? LOL.
Please know that even though I understand your frustration over this experience, the casino actually acted according to their terms.
We can now see that even your complaint was successfully resolved, and they paid your money and really came forward to you and did what you asked them.
When we take it from the casino side, they really are not at any fault if a player hasn't got time to get verified because of long shifts. Don't you think so? 🤷♀️
Perhaps next time you should think twice about whether to play at some online casino or not if your time is as precious as you said, and this way avoid any future issues.
Well i think I am done with this forum. Its too bias towards casinos.
I left a review of my truthful experience and this forum has interjected and refused to post MY REVIEW.
The casino tried to steal my money because I didnt sumbit documents in 30 days. Players should be able to read this in the review section so they see how this casino operates and to be careful.
You should have no right on how reviews are policed especially when true.
Bye.
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