I registered on this scam site, made 1 bet and was asked for verification, I immediately sent all the photos and my account was blocked for fake documents, although the documents are real! And now they don't even want to refund my deposit! They stole all my money.....

Dear ilya998, 

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format? 

Could you kindly forward me the documents you sent to the casino along with the response from the casino, when your documents were rejected? My email address is [email protected].

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, 

Veronika

I sent them my passport, a selfie, a bank statement and a utility bill

I can send you a bank statement and a utility bill, but I'm afraid to send you a passport.

Okay, send me the bank statement and utility bill. Also don't forget to send me the emails from the casino regarding your verification. Thank you.

I sent you the documents by mail a few days ago, did you receive them?

Thank you, I received them. Could you please forward me the communication between you and the casino regarding your failed verification please?

I sent it to you

Thank you very much, ilya998, for providing all the necessary information. I will now transfer your complaint to my colleague Jakub ([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.

ok

Dear ilya998,

After reviewing the evidence from both your side and the casino's, it's evident that the documents you provided have been altered, constituting a serious breach of Terms and Conditions. Therefore, we must align with the casino's stance and deem this complaint unjustified, rejecting it accordingly. As a recommendation for future interactions, I would advise you to adhere strictly to the casino's Terms and Conditions and refrain from engaging in any fraudulent activities.

However, do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future.

Let them return my deposit to me