Shock Casino - La cuenta del jugador está bloqueada después del depósito.

Deposit and account blocked.

After I deposited 198 USDT on Shock, they didn't verify my account and made it impossible for me to do anything with it.

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Dear Neforo,

Thank you very much for submitting your complaint.

To help me better understand your case, could you please answer the following questions?

• Did Casino communicate with you the reason of blocking your account?
• Had you completed KYC verification before you lost access to the account?
• Do you still have active access to your account?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

They said they can't reset the KYC .

I tried to complete the KYC, but it resulted in an error. After that, I contacted support and asked them to let me redo the KYC.

I can log into the account, but I can't place any bets.

Dear Neforo,

Thank you very much for your clarification.

Could you please send me screenshots or any other documentation showing the error you encountered during the KYC verification process?

Additionally, please provide any relevant communication you have had with the casino regarding the failed verification, your request to reset/restart the KYC process, and the restrictions currently placed on your account.

You may attach the documents and screenshots directly here or send them to my email at karla.m@casino.guru.

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Dear Neforo,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver,Samuel, (samuel.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Dear Neforo,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Shock Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Shock Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons why the player was unable to complete the KYC verification process and why the KYC process could not be reset.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Neforo,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Samuel