I am trying to get my account verified, and to withdraw money, but every time my withdrawal is canceled. I send all the requierment documents, but they reject it. I can not get support and when i try to contact them, they returned email, that doesnt explain nothing and i can not understand what they want. How can i verify my account, what they need, how can i withdraw my money, how can i get support from them? I will upload screenshots from emails in which you can see what is their answer. It is always the same and nothing happens. This is 4 day in a row and i dont know what to do anymore. Please, help me contact them or at least give me some information what is going wrong here?

Dear ert65,

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

Please understand that KYC is a fundamental 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 physically seeing all of the players and checking their identification and documents, this is the only way gambling establishments can complete the verification procedures. None of the serious and licensed casinos take KYC lightly.

Could you please list which documents you have already provided?

Have you uploaded your documents on the casino's website or have you sent the documents via email to the casino?

Which documents seem to be causing issues for you?

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,

Tomas

Hi everyone,

we have already informed the player why the withdrawal was rejected. This user has a duplicate for which all details are the same, even the phone number, address, IP etc. More than happy to share more details by e-mail. We have also informed the player that having multiple accounts is against the T&C's. Furthermore, both accounts were active.

Kind regards,

bet1000

About the account, that they claim is doubled...this account was not verified, i did not fill my phone number, there was no information about me and i asked to be disabled after the first deposit, that is the reason to make second. For the second account, the uploaded documents was personal id, driver license, two debit cards and bank statement that proof my identitiy and adress. What the casino claim is a lie. They rejected my documents without any explanation. I lost hope about my money and deposit. I am certain that this casino is a scam and i hope someone who read this, to not open account there and not to play. They will continue with the claims about second account, but it is not true, this account is disabled, non verified and contain no inofrmation about me other than my ip adress. They have no support, no live chat, you dont have information about what document you should upload, they make everything to not pay your winnings. And that is so easy for them, they can reject your verification process indefinetly. Whoever read this DONT DEPOSIT IN THAT CASINO.

Thanks to both parties for your reply.

Dear ert65,

Could you please explain if you tried to reopen your first account in the casino by contacting casino support instead of opening another account?

Could you please explain what was the reason for you to ask for your first account to be closed?

I was mad about my lossess and wanted to close my account due to a gambling addiction. If opening another account is not allowed, how come the site doesnt restrict players with same credentials (when they claim that they already have it). So i can close as many accounts i want and open anothers and deposit money, but when it comes to withdrawal it is not possible. Also i didnt recieve answer about the requered documents for verification, the site doesnt ever said what they need for verification. I told you that i wont recieve the money i won and the deposits i made, but want to protect another players from this casino. Ask them about the non existent support, about the non adequate answers and what will they do about restricting closed accounts. And most of it, ask them what will they do about documents need for verification. It is not far to not tell the customers what they need to send to verify their accounts. Just help another victims of this scammy casino. How can i ask them to reopen my account, when they have no support and the meaningless emails that they sent are sent after 2-3 days? I can not contact them about verification, what about acount reopening... Also i want to say that the first account was not verified, so what is the point of it? Also want to say that i tried to call them on the phone on their site, this number is never active, you can not reach them... I gave you so many evidence that this casino is not legit. Dont let players believe that it is legit casino like is said on your website.

Dear ert65,

• Did you inform the casino about your gambling problem?
• How did you request your account to be closed (email, live chat)?

If you have the correspondence with the casino saved regarding the closure of your first account, please forward this information to my email at [email protected]

Please understand the casino should reasonably prevent you from opening your old account or reasonably prevent you from opening a new account if you asked for a self-exclusion due to gambling problems in the casino.

I'll await your reply.

Sadly, i do not keep the email that i was asked to be blocked, it was long time ago, but i made a screenshot, that proof the other account is disabled

The casino should keep the correspondence and if they are so legit, they should provide it. Now i understand why they claim that both accounts are active, so they can hide that they allow gambling addicts to register again. One more reason to not use that casino. My screenshot proves their lie.

Dear ert65,

Creating duplicate accounts in most casinos is strictly prohibited.

If you wish to be protected in the casino, you need to ask for a self-exclusion. Only then you will be protected from gambling in the casino. If this protection fails, we believe you are eligible for a refund of your deposits.

Dear Bet1000 Casino representative

Could you please advise if the player asked for a self-exclusion due to a gambling problem?

I'll await your reply.

Hi everyone,

the player has asked us to close his previous account, which we did. He did not ask for self-exclusion.

Nonetheless, as you have mentioned, Tomas, creating duplicate accounts is strictly against T&C's which the reason for blocking the player's second account.

Best regards

Thanks for the reply to the casino representative.

Dear ert65,

Please understand that with a simple account closure the casino's approach will be different compared to a self-exclusion due to a gambling problem.

When applying for the self-exclusion, clearly state the reason for deactivating your account and specify the time period. Also, the email "Subject" should be clearly marked and easily recognizable as the casino support receives many requests per day. If it is marked visibly you will stand a better chance of having your request granted as soon as possible. 

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (permanently).

The reason for my decision is xxx (gambling problems)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Always keep the self-exclusion requests and confirmations saved and if you haven't received any response try contacting the casino again in case the request is overlooked.

Please let me know if there is any information I overlooked otherwise we'll be forced to reject your complaint.

I didnt want exclusion?!? Another lie, every casino wants to mention reason about account closure. If what the casino claims is true, then they will not have problem to provide our communication about why i asked for account closure. Please provide my e-mails.

Dear Bet1000 casino representative,

Could you please provide us with records where the player requested 'self-exclusion' and/or 'account closure' of his previous account so we may review them?

Kindly send the information to my email at [email protected]

I'll await your response.

Hi Tomas,

sure, will provide it to you, no problem at all. However, I am not really sure how this is connected to the initial complaint of the user?

Best regards

Thanks for your reply to the Bet1000 Casino representative.

Since the accusations for not paying the player are regarding opening multiple accounts, it's necessary for us to consider the status of the player's self-exclusion.

We consider it the casino's obligation to reasonably prevent the player from opening other accounts if the player's self-exclusion due to gambling problems is active.

I'll look forward to your reply. Kindly forward the information to my email at [email protected]

Hi Tomas,

as mentioned by the player, we have blocked his previous account and prevented him from opening another account with the same credentials, which is why the user then decided to open a new account with another E-Mail address and credentials. The player also admitted having opened a duplicate account.

I have sent you the player's request to close his account by E-Mail.

PS: I am not sure why we have provided "uninformative responses" ? We have informed the player that it is against the T&C's to have duplicate accounts and that this is the reason for his rejected withdrawal.

Best regards

Thanks for your message.

I'll go over the evidence and will reply later.

I apologize for the late response.

Dear ert65,

I went over the request you sent to the casino on Saturday, May 20th, 2023 and there is no mention of the gambling issues. Have you contacted the casino on any other occasion and expressed your account should be closed due to your gambling issues?

Dear ert65,

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.