Hello, Abo casino closed my account and voided all my money after I uploaded everything they asked for verification, including a ridiculous amount of selfies.

I upload verification, and they reject my selfie.

(e.g., proof1,proof2)

They ask me to take it outside my house with street name showing. I do that, and they reject it. They said the street sign doesn't match. I talk to support and explain to them what they're asking for is impossible because the street sign is too far away from my house. I can take it in front of my house again or in front of the street sign. They say take it in front of the street sign.

(e.g., proof3-7)

I take a selfie in front of the street sign. They reject it again saying my elbow and shoulder must be in the selfie too.

(e.g., proof 8-9)

I take it again, and it finally gets approved! But they won't verify my account even though I did everything they asked!

They say I must take another street sign selfie with a note saying the date and hello abo casino.

(e.g, proof10)

I do that on New Year's, upload it, and the next thing I know, I can't log in, and it says my account is disabled, and when I ask them to enable it so I can withdraw, they close my account and void all my winnings!

(e.g., proof11-13)

Dear musasaissah,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that your documents were not approved before your account was blocked?

Do I understand correctly that €1,831 (dispute value) is being held in your casino account? Have you accumulated your winnings 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,

Kristina

Thank you and I hope you can help too.

No, all of my documents were approved except for the selfie before my account was blocked, voided, and closed.

Yes, the €1,831 (dispute value) is being held by the casino, and the accumulated winnings were with an active deposit bonus where I completed all of the wagering requirements.

Thank you very much for your reply, musasaissah. Have you tried contacting casino support regarding the blocked account? Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

You're welcome and thank you for helping, Kristina.

Yes, I tried contacting casino support and security responded with the email. I replied to that and that's the last time I heard from them.

My email reply had all the relevant communication attached too, so I'll forward that to you.

Here's the email that I sent to casino support that security responded to.

M*** I*** <m***@gmail.com>

Thu, 4 Jan, 13:32

to support

Hi, when I try to login to my account it says it is disabled. Can you enable it?

Thank you very much, musasaissah, for your cooperation. I will now transfer your complaint to my colleague Pavel ([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, musasaissah!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Hi Pavel, and thank you both for the help. Of course please invite them, so we can hear their side and resolve this.

Dear musasaissah,

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

I will check all the information on your case and come back with an answer as soon as possible. 

Good afternoon, musasaissah and Casino Guru team. 

We all know, that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. And of course, the verification process is necessary to be sure that no one will violate casino T&Cs or bypass any restrictions. 

The player has shown some clear signs of bonus abuse, that is why all necessary information, including the above-mentioned selfies was requested. The security department thoroughly checked the provided photos and found that some photos were fake.  

In this case, we have enough grounds to confiscate the player's balance according to the general antifraud policy.

Thank you for the information, Abo Casino!

Please, send the evidence and explanation on why the photos are fake to my e-mail: [email protected].

Hi Abo Casino, 

Yes, and of course, and that's why I followed the T&C, gave everything asked, and only deposited+tried to withdraw to the my wallet.

I respectfully disagree about the bonus abuse. I followed the T&C, and was worried about not getting paid if I won if I didn't.

Respectfully, I'm very confused about the selfie thing. Can you elaborate a bit on that? First off, they're all real. Secondly, why keep asking me for them if you thought any of them were fake?

If you want we could do a videocall, so that I can prove it's me.

Good evening, Pavel! 

All the necessary information has been sent to you by our Security department specialists.

We are still investigating, so I am forced to set the timer for 7 more days.

Hello, musasaissah!

Unfortunately, after analyzing your photos and casino's arguments we have found that you have indeed edited your photos. Moreover, you had multiple months to submit adequate photos, but have not done so not once. Therefore, I must reject your complaint. Do you have any further comments?

Pavel,

Thank you and I appreciate the work that you, Kristina, and the Abo Casino team have done. I genuinely do, so thank you all first off.

It changed my opinion on the casino, and I think they are genuinely acting in good faith and this is just a misunderstanding and I can be made whole.

I don't think they're deliberately trying to not pay me, I think they're just trying to protect themselves since it took months to upload and there was some mishap on their part with flagging my photos thinking something's fake.

The months to upload was due to me traveling, so I couldn't take a new selfie and grab a new utility bill until I was back in the country. I'd like to point out that I would have been happy to explain this if I was ever asked by the casino and it would have been good to be asked by casino guru too.

Abo Casino, hopefully we can talk and settle this privately and I'll happily post a good review.

Or even better publicly here. Either way. I just want to be made whole.

musasaissah, do you want me to invite the casino to the discussion once more or have you already contacted them privately?

Dear musasaissah,

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.