32Red Casino UK - Player's account remains frozen after video conference.

My account has been temporarily frozen. The account was not unfrozen even after giving all the information in the video conference. what to do now

Id 1450****

Hello mijan,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 32Red 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

My account was temporarily frozen on 9th. 10th I email all my details id@mostbet.com selfie with my passport, selfie with my bank card. Photo of our National Identity Card and Statement of Last Deposit. On 13th I again gave all my information through video call.

Now my account is temporarily frozen. They are not telling me the specific reason why my account is temporarily frozen

Thank you mijan for all the information provided. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi mijan,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask 32Red Casino to join this conversation and share more information regarding the case.

Can you please provide any reasons why the player's account has been blocked?

Thank you.

Best regards,

Tomas

Casino.Guru

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.

Hello mijan,

I wanted to inform you that I am currently attempting to contact the representatives of the casino internally. As a result, I will be extending the timer by another 7 days to see if any progress can be made. I will keep you updated on any developments.

Thank you for your patience.

I apologize for the delayed response. I'll be handling this complaint for now. I regret any inconvenience this may have caused.

Dear mijan,

I am so sorry to hear about your problem. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a 32Red Casino representative to join this conversation and participate in resolving this complaint.

Dear 32Red Casino,

Could you please comment and provide any supporting evidence to better understand the issue? My email address is petronela.k@casino.guru. 

Thank you in advance for providing the information.

Kind regards,

Petronela

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.

We regret to inform you that, despite our efforts, we have not received any response from the casino regarding the issue at hand. Consequently, we are compelled to officially close the complaint as 'unresolved'. It's important to note that the casino retains the option to revisit and reopen this complaint at any point in the future.

We understand the frustration and disappointment this may cause, and we sincerely apologize for not being able to offer more assistance in resolving the matter. Should there be any developments or if you require further support, please do not hesitate to reach out to us.

Dear mijan,

If you wish to contact the casino or their official ADR service, here's how you can do it:

29. Complaints and Player Dispute Resolution

If You wish to lodge a complaint in respect of the Services, You should do so with our Customer Support using the contact details in the Help Centre. The parties should do their utmost to reach an amicable settlement within a reasonable time. 32Red will use reasonable endeavours to reply promptly to all complaints and, in any event within not more than 8 weeks from the date of a complaint being raised.

In the event that a complaint is not resolved to Your satisfaction by us within 8 weeks of it being raised, the complaint becomes a dispute, and You may refer the dispute free of charge to the independent third party dispute resolution. We use eCogra as an alternative dispute resolution. Disputes may be filled under http://ecogra.org/ata/policies_procedures.php.