ACR Poker Casino - Player’s account has been closed due to KYC issues.

I tried to verify my account by sending my photo and identification document, and the next day, when I logged in, I saw a message saying to contact support. It turns out my account has been permanently closed because I did not comply with the KYC data verification protocols. That's all they tell me. I have requested evidence of the violation, but they do not provide any further explanation, only stating that the account has been closed and will not be reopened, and that it cannot be appealed.

Dear Gerardo7,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with ACR Poker 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? 
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Did you achieve your current balance with the help of a bonus? 
• Could you please list which documents you have already provided to the casino? Were the documents containing personal information identical to the information you provided in your player's profile?

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

Good morning dear, regarding the questions:

• I was a player for approximately 27 days and this last Saturday, 06/29, when I tried to log into my account, the closing message appeared.
• I initially deposited 61.25 dollars and before the closing it was more or less at 170. I earned this by playing at nl5 and nl10 cash poker tables.
• I got the current balance playing and 7 dollars in rakeback, they also gave me a 10 dollar ticket for tournaments from which I won 20 dollars.
• I sent my ID (both sides) and a photo of myself. They only requested that, I'm not sure if I entered my middle name or if I made a mistake in a digit of the ID or address, but in the FAQ section of the page I read that they notify when there is an error with the account information. Well, if the error was in the personal data, I think it is the sensible thing to do that they should notify for its correction and not close the account at once, since an error in the personal data does not allow me in any case to have an advantage in the game over other players.

I contacted the support team and they did not give me any further details that the account was permanently closed and that it cannot be reopened nor can I appeal because there were problems with the KYC verification. I can send you the emails I sent and they responded if you provide me with one where I can copy you.

Thanks for the support.

Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Emails were sent to tomas@casino.guru

Stay tuned

Thanks for your email.

You wrote:

y resulta que mi cuenta ha sido cerrada permanentemente porque no he cumplido con los protocolos de verificación de datos KYC

The section regarding accusations regarding KYC in the email exchange is not included. Could you please send me the part with the accusations against you as well? I apologize for the inconvenience.

Good morning, I have already sent the request again, regarding the accusations they only indicate that this:

"Thank you for your cooperation during our verification process. "We have reviewed your account and the information provided and, unfortunately, must inform you that we were unable to successfully verify your identity as required by our Know Your Customer (KYC) policies."

I request more detail but they do not provide it, they point out point 6 of their integrity guidelines in a general way. That is why I indicate that it must have been something in my name such as the omission of my middle name, or some incorrect digit in my ID, but for that I sent the photo of my ID and if there is any difference, they notify me, it is corrected and that's it, but closing the account permanently for that reason seems like an exaggeration to me.

"As outlined in our game integrity guidelines (point 6), maintaining accurate and truthful information for all our users is essential to ensuring a fair and safe gaming environment. Due to the problems encountered when verifying the data you have provided to us, we regret to inform you that we are unable to maintain your account and that it will be closed permanently."

Thank you very much, Gerardo7, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) 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 there,

Thank you Gerardo7 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask ACR Poker Casino for their help in resolving this complaint. We would like to know what is the issue with the verification and what can we do to help resolve this issue.

Thank you!

Good morning Peter, I hope everything is resolved, thank you very much.

Peter good afternoon.

I received an email from ACR and after uploading my documents again to the platform they reopened my account.

Thanks for the support

Dear Gerardo7,

I was in contact and was informed about the reason for the account closer but the management gave you another chance to provide the requested documents. I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Peter