Dear Akash722,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with the casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

Could you please advise how long were you a player of the casino and when exactly was your account blocked? How did you learn about your account being blocked? What games did you play to accumulate your current balance in the casino? (slots, live games, multiplayer) Did you achieve your current balance with or without an active bonus? 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Sir no opposite betting but prosper team tell me multiple accounts but not a multiple accounts only 1 account my side but not understand me no reply for prosper side only ignore i dont have link with other account, you can blocked all other account if you think those accounts belong to me and open my this account

How long were you a player in the casino and which games did you play?

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Did you receive a confirmation from the casino that your account is verified?

Yes sir my account already Full kyc verification completed but withdraw time after 6 day block my account plz help and unblock my account

see sir without kyc not getting any withdraw after kyc take place withdrawal alredy fully verified account sir

Could you please explain if the casino accuses you of opening multiple accounts? Could you please send me the emails or chat transcripts from the casino to my email at [email protected]?

Sir already told you only 1 st account my side but kyc complete and withdraw process after 10 day block my account plz unblock my account plz Help

Thank you very much, Akash722, for providing the necessary information. I will now transfer your complaint to my colleague Michal ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello Akash722,

I'm Michal and I have taken over your complaint. I have reviewed your case and I just want to clarify that from the evidence you have sent us, your account most likely was NOT verified yet. In fact, it was closed during the KYC process which can indicate that something was not right. A throughout KYC and AML process is launched usually once the player submits a withdrawal, but I will of course contact the casino to shed more light on this.

We would like to invite Prosper Ultimate Casino to join the conversation.

Dear Prosper Ultimate Casino,

Can you please provide information on why the player's account has been blocked? Can you please elaborate on the multiple account accusations?

If the information can't be shared publicly, please send them to [email protected]

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.

Dear Akash722,

I have not heard back from Prosper Ultimate Casino yet, but I will still try to get in touch with them. I will extend the timer for 3 additional days to give this case more time to get resolved.

If the casino still fails to respond or provide the evidence in the set time frame, we will be forced close the complaint as ‘unresolved’ which will have a negative impact on the casino rating.

Dear Akash722,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Authority ([email protected]) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own ([email protected]). I am sorry I could not be of more help on this occasion.

Best regards,

Michal