CasinoFriday - Player’s struggling to complete KYC verification.

Won 1880 after spending 600 that day oct 24th , made my request withdrawal only to go back and check my request and they closed my account saying i might have a second account which it was not me . i proved it and still denied me my 600 i spent even. I write then and they replied if i had my id i saod sent them a copy of it and they asked if i had my d.l i said no that was stolen with my phone and rest of my belongings crom. My jeep so still ive gotten nothing and if they ad no intention if paying me why let me co tinue to spemd money ? But instead cancel my account when they lose

Dear jdt19812,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that the verification process is a complex one. The casino wants to make sure, that they send the winnings to the rightful owner, and several steps are required to complete this thorough process. You won’t be able to pass the verification successfully without a picture ID. My only recommendation would be to get a new picture ID and try to verify your casino account again.

Till then, I'm afraid we won't be able to help you with this issue. Thank you for your understanding.

Best regards,

Petronela

 

I have my picture i.d i sent them all if it 6 pictires diffetent angles and all thats not the issue . the issue is that casino friday knowimgly let me play even though they had no intentions of paying me , what im requesting is my money or my winnings back . the issue is non payment !!

Player's additional comments:

"Thank you so much , once i made my account they already knew moving firward any wins i had would be null and void , but that didnt stop them from keeping all of my my money to first rather them stopping me , next they asked me to verify myself with i.d and my face in the pic , so i obliged and gave them the pic of me holding thid last wednesday , thats when i asked why wasnt this done previous time , that would have proven it wasnt me fraud my phone my i.d my winnings all would have never habe happened , how does a casino walk away and keep my money , thats 600 to just win 1880 thabk you so much youve no idea komo"

Could you please specify what the issue is, then? Thank you very much. Is it unsuccessful account verification?

Ok i won 1880 on casino friday after creating an account with them , i spent 600 to win it but then roght after my withfrawal request they closed my acvount . saying i had another account already to which i never did

I asked if they did rhe send a pic of my face holding i.d like i had to do for this other account and they couldnt answer me that instead gave me 100 out of the 600 i spent so my problem is why wasnt i re embursed my full amount of 600 , my 1800 winnings even afgter the fact i proved i didnt break any terms and confitions

I wqsnt paid anything for something i had no idea of

I understand better now, thank you. Could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address? Were your winnings accumulated with or without an active bonus? Was your account successfully verified in the past?

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

Dear jdt19812,

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

The account that was made was made from my stolen cell phone with the email linked to my phone . they only asked the person for a pictire of my id. ( wallet cell phone were stolen out of my jeep three months earlier ) but verified not the samr way i had to with my face and id in the pic. So once i won 1800 they imediatly pulled my winnings and locked me out . why even let me spend my money 600 in all to win 1800 . if i never won the 1800 theu wouldnt have closed my account . they let me play 10 hours leading up to that win. They only re embursed me 100 , so why not rememburse me my full amount bavk then . they know it wasnt me who made the fake avcount. They never verified that person the same way i had to verify . this isnt about verification its about being re embursed or revieving my winnings. They breached tbeir own rules and regs long before i allegedly did by not following their own rules first. If they would have asked for a pic of the face amd id like i did they wpuld have known it wasnt me. Instead they wait until i win and spent first. I just want my winnings or 600 back amd notthe 100 i was gven.

Y

Dear jdt19812,

Do I understand correctly that the other account was registered after yours? Please understand that in the casino system it appears as duplicated account since there are too many similarities.

Supposedly the account was was created before i made mine ( the one that i won the 1800 , spent 600 but was only re embursed 100) the reason i think the account was able to be created was that my cell phone and wallet were stolen out of my jeep last summer . but if they would have done the same security check as i did (picture and my face ) for verification then all wpuld have been averted

I think I understand finally. So the casino suspects you to have multiple accounts. You claim that the first account that has been created was using your email address and your picture ID only because your documents and wallet were stolen from your car, is that correct? Have you received a new picture ID just recently as your old one was stolen?

Is there any relevant communication that you could forward to petronela.k@casino.guru? Thank you in advance.

My cell phone with wallet was taken from jeep , ive got limited i.d as im having the issue of need i.d to get i.d . so ive got one old piece to which i used . i will also attach a copy of my email i sent them confirming myself

my email to them 1 of 4 this is them replying my reply dont know how much more clearer i could get it . and then i realized i was getting the run around

Could you please specify what exactly was stolen from your car?

• picture ID
• wallet with actual credit cards
• your phone

Thank you.

Wallet , cell phone , drivers lic , and visa debut card from td

What about your picture ID, please?

My alberta drivers lic was what was stolen. My first nations status card is what i have left amd showed in orevious messages

Was any of your payment methods used to deposit funds into the first account that has been created under your name when your belongings were stolen from the car?

Not that im aware of i lm guessing just used my id

So your driving license and your email address were used with the first account?

Yes the email jdt19812 is the email for the google account needed to use the phone when its first activated. As it asks you to sign up with google services. My drivers lic was used im guessing but im sure they didnt ask for a pic of the face of the person who used my lic like i had to with my last piece of id because thst would have been a dead give away thst its not me

Thank you very much, jdt19812, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@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 jdt19812,

I have reviewed your case and will contact the casino to see if I can help.

 

We would like to invite Casino Friday to join the conversation and participate in the resolution of this complaint.

 

Dear Casino Friday,

Can you please provide further information regarding the player's apparent use of multiple accounts?

 

Kind regards,

Adam

And how was the account in question verified to play ? Was a verification picture showing the person holding the i.d like i was asked to performed ? Why was i only re embursed 100 out of the 680 i spent to win the 1800 that was also taken from with no explanation of how why and being answered ?

Hi and good morning.

We apologize for the inconvenience this has caused you, I have forwarded this to our risk team which will investigate further.

I will get back to you as soon as I have been given more information about the case.

Wish you a good day,

Alexander

Thank you for your response, Alexander and CasinoFriday.

We will await further information from you.

Kind regards,

Adam

Have any had any updates ?

Hi, sorry for the late response.

We have investigated once more with our risk team and stand by our decision as this is a clear case of duplicate accounts.

If you need anything else from our end CasinoGuru - please let me know, as I naturally won't be sharing any sensitive information here.

All the best,

Alexander

Hello Alexander and Casino Friday,

Thank you for your response. Can I ask you to please send any relevant findings to my e-mail, adam.m@casino.guru?

Kind regards,

Adam

Only thing clear is that you guys failed thriugh your verification process. Whsts clear is that both times during player verification process casino friday failed to identify the first player by not asking them to show their face like i was told too or else you would have stated that you did thats a fail..clearly. Next you knowingly allow me to spend 600 throughout the day and not once was i notified about someone creating an account in my name , everyone was laughing having fun and games at my expense up and till you @casinofriday lost 1800.00 then that was when you pulled the " wait a minute not fair cant lose card " and closed my account without any answers . Heres what i cant figure out. Your rules and regulations say what today? because any website that molds them day to day doesnt seem like a site people should spend their money on especially when you knowingly and publically take it . Does state duplicate accounts thats banned??? Or is it duplicate players @casinofriday thats banned? Because if its dupicate accounts then your defense is as strong as a soap bubble because anyone can duplicate anyone on your site. BECAUSE CLEARLY IT WOULDNT BE A DUPLICATE PLAYER BECAUSE YOUR TEAM OF THOROUGHLY TRAINED STAFF WOULD HAVE VERIFIED I.D GIVEN FROM THE PLAYER IN THE FIRST PLACE ! Meaning if you guys would have done your job verifying the player then the duplicate account COULD NEVER HAVE HAPPENED !! And @casinofriday would have never taken the 2400 ( 1800 win plus 600of mine =2400) of money and saying it didnt play out like that when in fact it did because sending 100 back to me thinking thats enough isnt. Everyone is more then welcome to read as its a clear case of 7.5/10 casino as per guru rating system 😉 screwing someone out of their money and winnings . The evidence is as clear as day and ive proved it . what else can they say. You see if casinos actually did their job and honored it , Great sites like this would be out of job . but here we are and thank you to guru for helping. What else can i say about casino friday ? What more can i prove ? They say no duplicate accounts ,

Pt2

It's not like having two accounts is going to make you benefit more from Casino Friday's giveaways or free spins because anybody that's played that site knows are free spins are nothing anyways, you never win on any of them you might get three free spins at 50 cents yay but does that would that benfit for me or anyone else two create a two accounts what they should be more worried about is duplicate players and I went above and beyond proving to them to guru that if that's not even the case. Casino Friday won't show evidence or proof of how this other account was even created they won't show the verification of the player nothing because they don't have it yet when I win they try to exploit their little over the rules and regulations by stating no duplicate accounts but yet the can't prove if it was a duplicate player so of course they let me spend $600 throughout the day laughing and having fun at my expense but up until I win and all of a sudden I'm laughing now that's when they pull the plug , this is not a very good website as clearly they only look out for themselves but at least the other casinos when they actually do that they actually fess up come clean and make amends out of it not like these guys. This is why they onlu have a 7.5 out of 10 rating and to have it that low for a casino thats so new is so disapointing. Maybe if I was reimbursed my total $600 we wouldn't be here right now I could have let bygones be bygones and so on and so on but here we are not only did they try and make their guilt by reimburse me a single $100 while they got to keep 2400 who won that one. I clearly stand by my decision that if my 6o0 isnt returned and or winnings then exploitation of a faulty gamesmanship should be told and perhaps only a matter of time before that 7.5 out of 10 is a 6 out of 10 so fourth and so on .

Hello jdt19812,

Thank you for your response, I can appreciate your frustration with the situation.

However, we need to see evidence supporting the casino's claims to be able to fully understand what has happened. Once we have received this and reviewed it, we will be able to proceed accordingly.

Kind regards,

Adam

Hello and good morning.

I have sent you an email with the remaining details and explanation, Adam.

Let me know if you have any other questions.

All the best,

Alexander

Dear jdt19812,

You mentioned that your bank was made aware that your account had been compromised after your wallet was stolen. Can you please provide some evidence of communication with them, preferably showing the date? Perhaps you have some e-mails or messages from them regarding this?

Kind regards,

Adam

Yes i sure can send those

One last thing they never responded to why 100 out of my 600 was only returned

Hello jdt19812,

Please do send the requested information to my e-mail, adam.m@casino.guru.

Kind regards,

Adam

Dear jdt19812,

I am yet to receive the requested information. I will extend the timer for an additional 7 days. Please be aware that if we do not hear from you within this timeframe the complaint will be rejected.

Kind regards,

Adam

Sorry i was t boned at a intersection hete in vancouver by a drunk driver running the light. Ive been hospitalized for the last three days . now ill get the evidence fir my stolen i.d anc my police report sent over. But after giving it some thought if casinofriday was willinb to give me back even the remaining 600 i played to get the 1800 they kept i would be happy . if they gave me back 100 of the money i spent why not for go the 1800 for just the rest of mine ?

Thank you for the update, jdt19812, we hope all is OK.

I will extend the timer while we wait for the requested information.

Kind regards,

Adam

Dear jdt19812,

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

Dear jdt19812,

As we have heard nothing further from you, this complaint will now be rejected as mentioned previously.

It can be reopened at any time.

Kind regards,

Adam