Hello, i have registered my account and made deposit of 6000 rub, i got the bonus and successfuly wagered it. Then they requested the verification, i have sent them all documents. I waited 2 weeks. And got the answer that my account is blocked.

I have played only slots. The email i got from them is below.

Your gaming account has not passed the verification procedure and a decision has been made to close the account and cancel all winnings. You can withdraw your deposit via the SBP to the number you specified during registration. This decision was made in accordance with paragraph 4.4 and its subparagraphs:

"4.4 By opening your account you warrant that:

4.4.1 You understand and accept the risk that by using the services you may either win or lose money;

4.4.2 You: (a) are over 18 years of age and (b) are over the age at which gambling or gaming activities are legal under the law or jurisdiction applicable to you ("Relevant Age");

4.4.3 Gambling is not illegal in the territory where you reside;

4.4.4 You are legally capable of entering into contracts;

4.4.5 You have not been excluded from gambling; and

4.4.6 You no longer have an open account with us; or

4.4.7 Your account has not been closed by us for any reason.

4.5 Your account must be registered in your own, correct, true name and personal details and it must be issued only once to you and not duplicated across any other person, family, household, address (postal or IP), email address, access device or any environment where access devices are shared (e.g. schools, workplaces, public libraries etc.) and/or account in relation to the Services. Any other accounts that you open with us or that are actually owned by you in relation to the Services are considered "Duplicate Accounts". We may close any Duplicate Account (but are under no obligation to do so). If we close a Duplicate Account:

4.5.1 all bonuses, free bets and winnings received from such bonuses and free bets using this duplicate account will be cancelled and forfeited by you;

4.5.2 we may, at our absolute discretion, void all winnings and refund all deposits (less amounts in respect of voided winnings) made in respect of that Duplicate Account and, unless recovered by us from the relevant Duplicate Account, any amounts due back to us by you in respect of the Duplicate Account may be recovered by us directly from any other accounts of yours (including any other Duplicate Accounts); or

4.5.3 We may, at our sole discretion, permit the use of a duplicate account, in which case all losses and bets placed by you or for you through the duplicate account will be retained by us.

4.6 You are not permitted to register on the website and use our services if you are a resident of Australia, Austria, Comoros, France, Germany, Netherlands, Spain, United Kingdom, United States and all countries included in the FATF blacklist. We reserve the right to refuse clients from any other countries outside of these jurisdictions at our sole discretion."

Hello, i have registered my account and made deposit of 6000 rub, i got the bonus and successfuly wagered it. Then they requested the verification, i have sent them all documents. I waited 2 weeks. And got the answer that my account is blocked.

I have played only slots. The email i got from them is below.

Ваш игровой счет не прошел процедуру верификации и было принято решение о закрытии аккаунта и аннулировании всех выигрышей. Вы можете вывести свой депозит через СБП на тот номер, который указывали при регистрации. Данное решение было принято согласно п.4.4 и его подпунктам:

"4.4 Открывая свой счет, вы гарантируете, что:

4.4.1 Вы понимаете и принимаете риск того, что, используя услуги, вы можете как выиграть деньги, так и потерять их;

4.4.2 Вы: (a) старше 18 лет и (b) старше возраста, с которого азартные игры или игровая деятельность являются законными в соответствии с законом или юрисдикцией, применимой к вам (?Соответствующий возраст?);

4.4.3 Азартные игры не являются незаконными на территории, где вы проживаете;

4.4.4 Вы юридически способны заключать контракты;

4.4.5 Вы не были исключены из азартных игр; и

4.4.6 У вас уже нет открытого счета у нас; или

4.4.7 Ваш счет не был закрыт нами по какой-либо причине.

4.5 Ваш счет должен быть зарегистрирован на ваше собственное, правильное, настоящее имя и личные данные, и он должен быть выдан только один раз для вас и не дублироваться через другого человека, семью, домохозяйство, адрес (почтовый или IP), адрес электронной почты, устройство доступа или любую среду, где устройства доступа используются совместно (например, школы, рабочие места, публичные библиотеки и т.д.) и/или счет в отношении услуг. Любые другие счета, которые вы открываете у нас или которые фактически принадлежат вам в отношении услуг, считаются ?Дублирующими счетами?. Мы можем закрыть любой дублирующий счет (но не обязаны это делать). Если мы закрываем дублирующий счет:

4.5.1 все бонусы, бесплатные ставки и выигрыши, полученные от таких бонусов и бесплатных ставок с использованием этого дублирующего счета, будут аннулированы и утрачены вами;

4.5.2 мы можем по нашему полному усмотрению аннулировать все выигрыши и вернуть все депозиты (за вычетом сумм в отношении аннулированных выигрышей), сделанные в отношении этого дублирующего счета, и, если они не были нами взысканы с соответствующего дублирующего счета, любые суммы, подлежащие возврату нам вами в отношении дублирующего счета, могут быть взысканы нами непосредственно с любых других ваших счетов (включая любые другие дублирующие счета); или

4.5.3 мы можем по нашему полному усмотрению разрешить использование дублирующего счета, и в этом случае все убытки и ставки, размещенные вами или для вас через дублирующий счет, будут сохранены нами.

4.6 Вам не разрешается регистрироваться на сайте и использовать наши услуги, если вы являетесь резидентом Австралии, Австрии, Коморских Островов, Франции, Германии, Нидерландов, Испании, Великобритании, Соединенных Штатов и всех стран, включенных в черный список FATF. Мы оставляем за собой право отказывать клиентам из любых других стран сверх указанных юрисдикций по нашему собственному усмотрению". 

Dear Fayzer,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To better understand your situation and assist you effectively, could you please provide answers to the following questions?

• What specific documents did you submit for the verification process?
• Have you ever had an account with the casino before this one?
• Is there any possibility that someone from your household or using the same IP address also created an account at this casino?
• Could you please send me a name, screenshot, or link to the bonus you activated and played with?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Veronika

Hello, veronika. I am familiar with the process of complaint resolution. So i offer to invite casino representative, while i am answering your question, as i think it will speed up the process of complaint resolution.

1) i have sent them photo of document and selfie with it. Also i have sent check of my payment and my bank statement

2) of course no, it is my first and the only account

3) no chance

4) they have only one first welcome bonus

if you will have more question, i suggest inviting casino representative and while waiting him i will answer all the questions in details

Could you please forward me the documents you sent to the casino for verification? My email address is [email protected]. Thank you for your cooperation.

I have forwarded you the email. And please invite casino representative. It is impossible to solve the problem without them.

Veronika, that is why i asked to invite casino representative, because it takes forever for you to reply, can we move forward and invite casino representarive?

Thank you very much, Fayzer, for providing all the necessary information. I will now transfer your complaint to my colleague Michal ([email protected]) 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 Fayzer,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Enomo Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

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.

Hello, Michal

Do they even have casino representative on the site. Can you contact them again. Because i think they do not care about this complaint. Or they need time to forge evidence against me??????

Dear Fayzer,

I have received a reply from the casino, stating that during the verification procedure, there were multiple accounts discovered that belong to you. Can you comment on this?

Ahah of course no! First of all it is new casino. Second i have deposited from my personal card ( the photo of which i have sent to them). Second, if ony they found it during verification, they want to say that my documents was sent for verification from a lot of account or what?

it is my only account linked to my personal email and i made deposited from personal card ( and requested withdrawal to it)

have they provided you with any proofs? Or just empty words?

Michal, please remember that moment that they intentionally lied to you. I mean take this into account when you will decrease their rating/score.

Dear Fayzer,

I have asked the casino to provide me with evidence. I will be informing you.

Dear Fayzer,

Unfortunately, I have to inform you that I will not be able to help you in this case. I have received solid evidence from the casino that shows you have created multiple accounts, which goes directly against the casino's T&C's.

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.