I am writing to formally raise a concern regarding the recent action taken on my account, which has been blocked without proper justification. I believe the real reason behind this action is to withhold my significant winning amount, and I would like to request a fair review of the situation.

Due to being in a hurry, I mistakenly submitted my brother's ID for verification instead of mine. This was an honest human error. If there was an issue with the submitted documents, I should have been informed and given a chance to correct the mistake by submitting my own valid identification.

However, instead of notifying me, my account was directly blocked. It’s important to note that there was a substantial winning amount in the account which I intended to withdraw. I strongly believe this action was taken deliberately to avoid releasing my winnings.

Adding to my concern, the reason provided by your customer support team for blocking my account was different from the reason stated in the email I received. I have attached a screenshot of the email for your reference. The inconsistency in explanations further raises doubts about the fairness of this action.

I kindly request you to look into this matter seriously and conduct a fair investigation. I am ready to provide the correct verification documents and fully cooperate with any necessary procedures. I hope you will resolve this issue transparently and ensure that my rightful winnings are released.

Looking forward to your prompt response and a fair resolution.

Dear rtkumar555,

Thank you very much for submitting your complaint.

I’m sorry to hear about the problems you’ve experienced with your account being blocked and your winnings being withheld.

To help us look into this thoroughly, could you please clarify:

1. On what date and time did you first notice your account was blocked?
2. Aside from the screenshot you attached, did you receive any other notifications or messages from the casino’s support or verification team? If so, please forward those communications (including dates and details) to [email protected].
3. Does your brother hold an account with this casino? If he does, please let us know his username or account ID so we can verify whether there’s any link between your accounts.
4. After realizing the ID mix?up, did you attempt to submit your own identification? If yes, when and via which channel?
5. Finally, could you provide a clear copy of your own ID so we can compare it against what’s on file?

Submitting a document under a different name creates a mismatch between the registered account holder and the ID provided, which triggers our automated fraud and KYC (Know Your Customer) checks. The casino needs the name on your account registration to match the name on your ID in order to comply with legal and regulatory requirements—this ensures all players are treated fairly and protects against unauthorized account use.

Your cooperation in providing these details will help us investigate and work towards a resolution.

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,

Petronela

Dear rtkumar555,

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.

1. On 10th of April

2. No I didn't receive any type of notice or notification from casino support even after 1 day i randomly open my account then it was not get opened it was showing account blocked then I also checked my mail id for if there any mail from casino support but there was no mail regarding blocking of my account.

3. No, my brother don't hold any account it was my mistaken because all documents of my family are combined in 1 folder so that time I was busy with some other work also so I forget which documents I want to send so my mistake I choose my brother documents.

4. Yes when I notice that I Contact to support team and ask them if there was some possibility to change account name because I send wrong documents but I didn't say about this I just ask about change of name only.

5.

Sir pls help me out from this because by very hard work I won that winning amount and now they didn't give my winning amount bg giving unnecessary excuses.

Hi rtkumar555,

I’d like to follow up on a few important points that remain unclear, as they are key to properly understanding your situation and potentially resolving the issue:

1. In your last reply, you mentioned contacting the casino support team to ask if it was possible to change the name on your account. Could you please clarify why you made that request if your account was already registered with the correct name and the issue was simply that you submitted your brother’s ID by mistake?
2. You stated earlier that you submitted your brother’s ID for verification. However, we now need to confirm: whose documents were attached most recently in your reply to us? Were those documents your own?

To move forward, we need to clearly establish:

• That your casino account was registered in your own name.
• That you can now provide correct documents matching that registered name.

Thank you for your cooperation and understanding.

1. When I will get to know that I sended a wrong id cards for verification after that I ask them if there was any rules of changing in name

2. This is mine I'd which I send you here with the name of manisha

And I registered my account with my own name manisha and the same name I'd I sended to you also

Hi rtkumar555,

Thank you for providing additional information regarding your account issue.

After thoroughly reviewing the details, we must inform you that we are unable to proceed with your complaint. Submitting identification documents that do not match the registered account holder's name, followed by a request to change the account name, raises significant concerns under Know Your Customer (KYC) regulations. These actions can lead the casino to question the legitimacy of the account and the identity of the individual attempting to verify it.

Given these circumstances, the casino is within its rights to decline further verification and maintain the account's blocked status. We understand this outcome is disappointing, but we hope it serves as a reminder of the importance of adhering to verification procedures in future interactions.

We wish you the best in your future.

Best regards,

Petronela

Head of Complaint Resolution Center

www.kpvfaw.com