APlay Casino - Player’s account has been deactivated.

Hi, I have account on Aplay from 17.04. On 05.05 my account was verified and I have some withdraws without problems, before 27.05 when they blocked my account and want from me to pass video verification... On 01.06 we make video call and I answer all them questions, but on 04.06 they tell me this:

Hello!

We have to inform you about results of the video verification The security service decided to deactivate your profile. Thus, according to the terms and conditions of our site, we are forced to block the account. You can read the agreement on our website.

We hope for your understanding and have a great day.

--

Kind regards,

Security department

I asked them why they blocked my account and where is the problem, but they didn't answer me 15 days later....

Dear miroradev13,

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. Could you please advise if you’ve accumulated your winnings with or without an active bonus? Which games you’ve been playing (live games, slots, or multiplayer)? Do I understand correctly that your active balance in the amount of €200 has been withheld by the casino?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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,

Petronela

I don't have active bonus when I win the money. I played slots. I around 200EUR in my account and they are  withheld by the casino. I send you on email last comunication with casino, but it is on Bulgarian...

Thank you very much, miroradev13, for forwarding the relevant communication. Do I understand correctly that the first time you have been informed about an unsuccessful call verification was on the 4th of June 2021?

Yes I was informed on 4.06. Call verification was on 01.06.

Thank you very much, miroradev13, for providing all the necessary information. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello miroradev13.

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case.

Could you please explain to us what happened?

Dear miroradev13 and Casino Guru Team,



Thank you for contacting us and for providing us with all the necessary information.

We are sorry that your account on APlay Casino was blocked after video verification, but we can assure you that all Security Team's actions were legitimate since APlay Casino follows these Terms and Conditions: https://cslotv.com/en/info/termsandconditions

6.2. By agreeing to the Terms, you authorise us to carry out any periodic inspections (at our discretion), and inspections, which may be >required by third parties (including, but not limited to, authorities) to confirm your identity and contact information ("Verification").


and

6.4. If any information provided by you turns out to be false, inaccurate, misleading, and/or otherwise incomplete, we may close your >account immediately and/or deny you the use of the services available on the Website, in addition to any other actions at our discretion.

The Security Team has concluded that your account should be closed after verification. Unfortunately, we are not at liberty to go into any details of the verification process.

What is the reason for not going through the video verification ??? Didn't I join the conversation, give you my identity document and answer your questions ??? Where is the problem ??? You do not give any explanation !!! This way you can block any account you want !!! I don't care about the account anyway, I don't intend to play more in your casino, I WANT MY MONEY FROM THE ACCOUNT !!!

Dear Aplay casino representative.

Could you please be more specific about the case? If you have some more information (proofs, etc.) please send them to matej@casino.guru.

Dear Matej,

We have sent details about this case to your email.

If you have any other questions we are ready to answer them.

I am sorry for the delayed answer.

Dear miroradev13, I received a detailed explanation from the casino about the verification call which you failed. (casino statement)

In such situations, the casino has a right to block the player's account.

Unfortunatelly we don't have access to the call or your personal data - the casino representative only explained what happened and why the casino decide to close your account. (the reasons are legit)

In situations like this, if you believe that you didn't fail any of the questions, you can contact the casino regulator here: https://www.mga.org.mt/support/online-gaming-support/

The casino will provide the regulator recording from that call, and the regulator will decide. Based on that decision, the casino will pay you the winnings or keep your account closed.

Because we don't have access to that recording or your personal data, we can't do more for you at this point.

Please let me know if you decided to contact the regulator.

Dear miroradev13,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded.

The player can reopen this complaint anytime.