Ive been a loyal customer and deposited overr 20k. 2 weeks ago, i had a decent plinko hit and mines. I tipped a few freinds, nice big tips, made a small wd of 0.80 eth then15 min later kicked out of my account and tried l logging back in amd was locked out. I also still had a balnce of 0.60 eth in my account. I reached out to support and they said i was locked out becasue i was being under investigation for fraud. Like wtf, fraud of what. I emailed them everyday about the status of my account and no replies. 1 week later i got an email to send in kyc. So i submitted that the very same day. Emailed them everyday and no reply then another week later got another email to submit kcy through one of thier links. It was a way to very idenity by scanning id or passport and facial. I completed that same day as well and received an email that they have received it and well review and get back to me. Its now been 5 days since i submitted the second kyc and still no reponse. Ive been emailing them every single day since then and no replies whats so ever. Please help me get my money that ive won fair and square. They have no proof that i breached thier terms and condition nor mentioned anything like that to me. All they say was to wait, and wait. The only explanation to why my account was locked is that i was under investigation for fraud. I have no inttentions to fraud nor do i have the knowledge to. I have over 50 page of deposits and 2 page of withdraw. How could they have accused me of such. I dont have any affiliates either.Now they are being fuckn stingy greedy dicks. Ive been very patient with them. They expect me to just ignore and forget that i ever had an account there. They must be on some kind of drugs. I have proof and screenshots of all emails exchange. And it does really start to feel like they are expecting me just to move on with my life and allow them to steal and cheat me like that.

Hello Leecash14,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with NANOGAMES.IO Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

I was locked out on the 26th of August and i submitted my first kyc on the 27th as request. A few of my friends got locked out the same time i did too. But after providing kyc, nano games responded back to all my friends and allow them back in thier account except for me of course because i had the most money in my account out of everyone. I emailed and ask why was i any different then them and why have i not gotten a response after kyc like all my other friends did. And still no reply. No response or reply to a single email i sent. Then On sep. 2nd i got an email to verify my idenity with the link that was attached but the link had expired. I wrote multiple emails for them to resend me a new one but no replies. So i went onto live support and asked for a link there and did verify myself right away. Afterward i got an email saying they reived my kyc and will review it and get back to me. That was the last time i heard from them. Last email i received from them wss on the 3rd of september. Anyhow, it was me and four of my other friend who got locked out at the same time. Everyone of them got a reponse the very next day and was allow to go back into thier account. So i emailed them saying thats not fair that nobody is responding to any of my emails, but they allowed all my other friends to get access back into thier account. I asked for explanation to why did i get locked in the first place and why wasnt i allowed back in my account like all my other friends. Ive provided kyc so How was i any different. I provided clear photos for kyc and got response back regarding the kyc. Ive done 2 kyc and still no responce. I have all emails and screenshot to prove ive sent over 50 emails and only 3 response. Grr.. this is frustrating seeing everyone getting thier account back, and i get nothing. Not even a single email omstatus of my case.

The first kyc was asking for two photos. One of me holding my ID card and one of me holding a paper with the words nanogames kyc on it which I did. The second kyc was a link the casino sent me. Upon opening the link, I was informed to have all documents ready and so I did. It asked me to scan my ID or passport. I used my passport and was able to verify myself with my passport through facial scanning. Then answered a few question about my past address and stuff. So I completed tge processed and was notify that my identity has been verified.

Hello Leecash14,

As stated above, verification may take up to 14 days. As it has now passed, could you please advise if there's been any update regarding your account?

Dear Leecash14,

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.