Casibee Casino - Player’s account has been blocked.

So i m here out of frustrated to write this review to your site for knowing other customers and higher authority to look into my issue solve on 2 days ago I won 28k so i get n withdraw my money to my bank after that kyc pop up i follow all the step id card n statement accepted by hooyu system but after one sec site got rejected so i again do it with my pan card again rejected statement pending showing now after this today i chat with cc but no response they say they will mail you regarding this but not happening anything after one hour when i login into my account i see my account got blocked n 28000 rupees gone please help me to withdraw my money it's my winning money please help me

Dear Shamim1200,

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 how long ago you registered your account? Which games you’ve been playing (live casino games, slots, or sports betting)? Were your winnings accumulated with or without an active bonus, please?

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

Nov 8 i registered my account n it's real money i didn't use any bonus it's all real please help me to unblock my account

I m playing live casino games ( roulette)

Thank you very much, Shamim1200, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) 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, Shamim1200,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Casibee Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Casibee Casino Team,

Could you please provide us with an explanation of the player's situation in more detail? What steps should the player take to unblock the account and withdraw the winnings? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Any update

Dear Shamim1200,

I was in contact with a casino representative and I received some details. Allow me to ask you a few questions.

Your balance at the time of account closure was allegedly 21,620 INR and not 28,000 INR. Can you please confirm it?

Did you follow all the instructions for the verification process when uploading the documents? If there was any communication between you and the casino, can you send me all of it?

Could you please provide me with all the documents you uploaded to the casino website?

Feel free to use my email (branislav.b@casino.guru).

Yes it's 21620 i m sorry beacuse of tension i right this amount please help me to unlock my account i send all my documents to ur mail please check

My mail- dh**********09@outlook.com

After my block account none of casibee mail come in my inbox to explain why my account blocked

Alright, Shamim1200.

Thank you for your email and the provided documents.

Are you sure that you have provided me with all the documents that you uploaded to the casino?

Did you receive any information from the casino?

No information received i provided to to you adhar card n bank statement it's gov valid i also did it to casibee also

Dear Shamim1200,

Thank you for the additional information.

I will discuss it with the casino representative. However, for some reason, he is not able to reply directly in the thread. Once I have any updates or details, I will share them with you here.

Thank you for your patience and understanding.

Dear Shamim1200,

In the meantime, I reviewed the provided documents again. There are some inconsistencies, and all documents seem to be edited or do not meet the requirements.

Photos of your ID indicate signs that those are not the original photos - are we talking about screenshots? How did those pictures make?

As for the bank statement provided (PDF) - could you please provide me with the original bank statement?

From where do you have that bank statement? Did you manage to generate it in your Internet Banking, or did your payment method provider send it to you?

I am afraid the provided documents do not meet the casino's requirements. Would you be able to provide me with phone/camera photos and the original bank statement? Alternatively, could you please forward me the email from your bank with the bank statement attached to the email as a separate file, or capture a video of making a request for it in your internet banking and opening it?

No i can't send it's my private matter i can't share with you

Dear Shamim1200,

And how do you imagine further proceeding with your complaint, please?

Although we asked the casino for some information, players are also required to cooperate in resolving their complaints. Your cooperation is necessary.

So, are you able to provide me with the requested documents and help in resolving your issue?

Please note if it is not possible, I am afraid we will be forced to think about complaint rejection.

Dear Shamim1200,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or do not require any further assistance, we will reject the complaint.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru