The player from India had reported that his 4Rabet account was blocked due to a failed verification. The player had provided the necessary documents for verification but received no specific reason for the account block from the casino. After we investigated, we contacted 4Rabet, who claimed the player was blocked for multi-accounting. However, the casino did not provide any substantial evidence to support their claim. Despite our attempts to resolve the issue, the casino's lack of cooperation led us to mark the complaint as 'unresolved'. We recommended the player to contact Gaming Curacao for further assistance. Later, the casino provided evidence of the player's multiple accounts, which was a violation of their terms and conditions. As a result, the complaint was rejected.
4raBet Casino - Player's account was blocked due to failed verification.
Amount: 12,970 INR
4raBet Casino
Safety Index:HighUnjustified complaint
REJECTED
Case summary
Dear Sarsij_20,
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 forward me the email you received from the casino after your account was blocked? My email address is veronika.l@casino.guru.
Could you kindly specify why your verification failed? Have you provided all of your identity documents on time and in the correct format?
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
Okk mam i will send casino mail.
I didn't understand why 4Rabet blocked my account
Thank you for your email. Could you please send me the documents that were rejected by the casino verification system as well? (veronika.l@casino.guru) Thank you.
Casino only asked for my face scan and aadhar card details
casino didn't clarify which document it had failed
In that case, kindly forward me the photo of your Aadhar Card that you provided the casino with.
Have you received any other communication since the blocking of your account?
I had reported
Their mail said the response time was 24 hours
And 24 hours are over.
Thank you very much, Sarsij_20, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) 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.
Hi Sarsij_20,
I've just reviewed your case and am sorry to hear about your struggles with verification. I will try to help you by contacting the casino. We'll see what can be done when they reply.
Dear 4raBet Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify why the verification has failed? Have you received all the necessary documents from the player or there's been anything missing?
I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.
Kind regards,
Natalia
Good afternoon, dear participants of the dispute!
According to the results of verification this player was blocked because of using a multi-account, as it violates the rules of our platform.
Thank you for this information, 4rabet Casino. However, I'd appreciate it if you could send any supporting evidence to my email address (natalia.b@casino.guru). So far I haven't received anything from you.
Good afternoon, dear participants of the dispute!
We do not send such confirmations as they are directly related to internal functionality or third parties whose data is not subject to disclosure.
The account and gaming activity has been checked by our risk team, the account is unilaterally blocked for violation of the rules.
Dear 4raBet Casino, unfortunately, we cannot move forward if there's no proof presented from your side. I understand you cannot disclose certain information due to your internal policies and data protection regulations, however, I hope that you can consider preparing supporting evidence where you can hide all the sensitive data that aren't related to the case or belong to third parties.
Or at least, I'd appreciate it if you could name the points where the matches were found that led you to a conclusion about multiple accounts.
Good afternoon!
Our anti-fraud system has identified this user as a multi-account user. Our system analyses a lot of different indicators and cannot make mistakes, also the decision on the final blocking is made by our qualified specialist.
A clause prohibiting multi-accounting is included in our public offer.
The data from our internal investigations is protected by trade secrets and we cannot share it.
Dear Sarsij_20,
Unfortunately, we haven't received any more details from the casino and the only statement about multi-accounting is not sufficient for us to make a decision. I’m afraid there is not much that can be achieved without cooperation from the casino's 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 Gaming Curacao (complaints@gaming-curacao.com or via the 'Contact' button found on their website) 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 (natalia.b@casino.guru). Here you can find more information about how to submit a complaint to a gaming regulator: https://casinoguru-en.com/submitting-complaints-to-regulators
I am sorry I could not be of more help on this occasion.
Best regards,
Natalia
We’ve reopened this complaint at the request of 4raBet Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
We have received the following message from the casino representative:
Good afternoon!
On 22.04.24 our Risk department will provide evidence that this user has violated the rules of our site (multi-accounting).
We will send them to your email - natalia.b@casino.guru.
Kindly regards,
4rabet team
Dear 4raBet Casino, I will be waiting for more details from you.
Good afternoon!
We have sent you a letter with evidence of the violation of the rules of the court by the player.
Once again I remind you that we do not give the right to publish or disclose the data from these screenshots.
This is only for the internal use of Casino Guru Manager to resolve the request in our favour.
Thank you for the email, 4rabet Casino.
Dear Sarsij_20, I'd like to confirm that we have finally received documentation from the casino that serves as proof of multiple accounts from your side. Based on the common online gambling principle, it is forbidden for one player to have more accounts. You could have checked this in the terms and conditions of the casino too (https://4rabetsite.com/terms-and-conditions):
4.5 Your Account must be registered in Your own, correct, real, name and personal details and it shall only be issued once for You and not duplicated through any other person, family, household, address (postal or IP), email address, Access Device or any environment where Access Devices are shared (e.g. schools, workplaces, public libraries etc) and/or account in respect of the Services. Any other accounts which You open with us, or which are beneficially owned by You in relation to the Services shall be "Duplicate Accounts". We may close any Duplicate Account (but shall not be obliged to do so). If we close a Duplicate Account:
4.5.1 all bonuses, free bets and winnings accrued from such bonuses and free bets obtained using that Duplicate Account will be void and forfeited by You;
4.5.2 we may, at our entire discretion, void all winnings and refund all deposits (less amounts in respect of void winnings) made in respect of that Duplicate Account and, to the extent not recovered by us from the relevant Duplicate Account, any amounts to be refunded to us by You in respect of a Duplicate Account may be recovered by us directly from any other of Your Accounts (including any other Duplicate Account); or
4.5.3 we may, at our entire discretion, allow usage of the Duplicate Account to be deemed valid in which case all losses and stakes placed by or for You through the Duplicate Account shall be retained by us.
According to the abovementioned information, we can conclude that the casino acted as per its terms and conditions, therefore this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
Regards,
Natalia
