CampoBet Casino - Player's account was blocked.

Hei,

Olen pelannut kasinolla kuukausia ja he ovat maksaneet rahani, kun olen sitä yrittänyt. Talvella talletin sivustolle 5000 euroa, joilla voitin muutaman tuhat euroa. Tämän jälkeen tilini suljettiin, eikä mitään ilmoitusta tullut. Laitoin heille heti sähköpostia, että mikä on syynä, että tilini on suljettu. He vastasivat kahden viikon viiveellä, että tilini pitää vahvistaa, mutta eivät antaneet ohjeita kuinka sen voi tehdä, kun en pääse tililleni käsiksi. Tilillä on noin 8500 euroa rahaa.

Dear matti95,

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

Please allow me to ask you a few questions so I better understand the situation.

Could you explain which games were you playing in the casino? (live games, slots, or multiplayer) Did you accumulate your winnings with or without an active bonus? Would you be able to forward the message from the casino and any other relevant communication to my email at tomas@casino.guru?

Looking forward to hearing from you.

Best regards,

Tomas

Hei,

pääosin pelasin vedonlyöntiä. Joku bonus on ollut, mutta hyvin vähän verrattuna pelaamiseen.

Lähetän pian sähköpostitse sinulle aineistoa.

Thanks for your email.

I contacted casino support and they suggested using this email address to use for verification:

kyc@campobet.com

Please let me know if you were able to learn which documents are required from you to complete the verification procedure or if you need any further assistance.

Hi! I just sent them email asking which documents do i need to provide. They have not answered yet.

Dear matti95,

Did the casino reply about which documents are necessary? Did you manage to submit them?

I'll await your reply.

Hei,

tuo xkyc sähköposti ei toiminut, mutta sain oikean sähköpostin heiltä.

Lähetin sinne tiistaina kysymyksen, että mitä tietoja he haluavat. Siihen viestiin en ole saanut vastausta tähän mennessä.

Thank you very much, matti95, for the update.

Did the casino reply with what their requirements are for the verification process? Were you able to submit the necessary documents?

Please let me know. Looking forward to hearing from you.

Hei!

He eivät ole vieläkään vastanneet minulle.

Lähetin sähköpostin jo yli viikko sitten. Voisitko kysyä heiltä, mikä prosessissa kestää?

Onko mahdollista, että he yrittävät viivyttää prosessia, että voisivat ottaa rahani lopullisesti haltuun?

Thank you very much, matti95, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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 matti95,

I'm Michal and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite CampoBet Casino to join the conversation.

Dear CampoBet Casino,

Can you please provide more information about the player's blocked account? Is the player's verification still ongoing?

Dear Michal,

Thank you for reaching out.

We would like to inform you that the account verification is still ongoing for the account of the customer. The account is to remain closed until the verification process is complete.

Best regards,

CampoBet.com

Hei,

Olen lähettänyt useamman viestin osoitteeseen kyc@campobet.com, mutta lähes joka viestin jälkeen sähköpostiini tulee ilmoitus, ettei viestiä voitu toimittaa kyseiseen osoitteeseen. Tämä tapahtuu, vaikka vastaan samaan osoitteeseen, mistä viesti tuli.

Dear matti95,

Maybe the kyc@campobet.com address is designed to only receive documents/evidence. Did you try to contact support@campobet.com? Has the support team been responsive to you?

Hei,

Huomasin, että campobetillä ja betinialla on sama omistaja, ja he pyytävät minulta samoja asiakirjoja. Koitan selvittää asiakirjat ensin betinian kanssa. Tämä valitus voidaan laittaa siksi aikaa tauolle.

Dear matti95,

Yes, Betinia Casino and CampoBet Casino are in the same group. So once your verification will be successful you should be good to go submit a withdrawal in any of those casinos. Have you received any updates from support@campobet.com?

Dear all,

Thank you for your patience.

Please be informed that the account of the customer did not pass verification for providing modified documents. The winnings were deducted, the last deposit of the customer is to be returned shortly.

Dear Michal, we sent an email to michal.k@casino.guru with the relevant evidence.

Best regards,

CampoBet.com

Hei campobet.

En ole toimittanut teille yhtäkään asiakirjaa. Haluaisin kuitenkin nähdä todisteet, voisitteko toimittaa ne minun sähköpostiini?

Thank you for the email and evidence, CampoBet Casino Team.

Dear matti95,

As I mentioned above Betinia Casino and CampoBet Casino are in the same group, so the verification process is done by the same security team for both casinos. We have received strong evidence from the Casino security team to back up their claim as they mentioned above. It is not acceptable in any casino when the players provide forged or tampered documents.

As the casino has mentioned in its T&Cs:

IDENTITY VERIFICATION AND OTHER CHECKS

9.3 You must promptly provide us with all of the documents and information we might request, and assist us in conducting our Checks, without undue delay and in any event within thirty (30) days of our request. We may close or limit your account until you provide the requested documents, information and assistance. If you fail to do so to our reasonable satisfaction within the deadline indicated above, we may confiscate your winnings, terminate our business relationship with you, and return the remaining balance of your account to you. We may also withhold any payment to/from your account until the Checks are completed to our satisfaction.

9.5 All the documents you provide to us must be valid and with all details clearly visible. We may request you to provide us with a picture or a recording of you holding the document, perform live interviews or request the documents to be provided as certified copies. We reserve the right to refuse acceptance of any document where we have reasonable doubts as to its validity or discover any evidence of tampering.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.

Best regards

Michal