CasinoGalaxy - Player’s winnings confiscated due to IP issues.

I made two deposits of 20€ each and won 3500€. I sent my documents for verification then I receied an email explaining my account had been blocked because of abusive IP connexion. I don't even know what it means since I use no VPN but my computer's IP. I'm a honest player but they look like a scam

Dear celinecel,

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.

• Was your account successfully verified in the past?
• Were your winnings accumulated with or without an active bonus?

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

Hello

Thank you for responding

I'm new in this casino. I sent my documents for verification a few days before my winnings but the casino blocked my account before validating my documents

I didn't use any bonuses for my 2 deposits

Sincerely

We will contact the casino and ask for supporting evidence, but, before we do so, 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? Thank you.

Hello

I'm absolutely sure it's impossible. I leave alone and nobody has my IDs

Thank you very much, celinecel, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello celinecel,

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 CasinoGalaxy to join the conversation.

Dear CasinoGalaxy,

Can you please provide more information on why have the player's winnings been confiscated? If the information can't be shared publicly, please forward it to me at michal.k@casino.guru

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear celinecel,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only strongly recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal

Casino Guru

We’ve reopened this complaint at the request of CasinoGalaxy. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Casino Guru,

We hope this message finds you well. We are writing to you from CasinoGalaxy.io regarding a matter of compliance that requires your immediate attention.

As part of our ongoing efforts to maintain the highest standards of security and regulatory adherence, we periodically review our clients' accounts to ensure compliance with Know Your Customer (KYC) and Anti-Money Laundering (AML) regulations.

It has come to our attention that one of your player's accounts has been closed due to incomplete KYC and AML documentation.

Despite our repeated requests, the necessary documents have not been provided, leading to the suspension of the account in question. This action is a standard procedure aimed at protecting both our clients and our platform from potential financial crimes and regulatory breaches.

We hereby officially request Casino Guru to address this matter with the player involved and to facilitate the submission of the required KYC and AML documents at the earliest convenience.

The requested documents are crucial for verifying the identity of the player and ensuring compliance with the applicable laws and regulations.

Failure to provide these documents will result in permanent account closure.

We appreciate your cooperation and understanding in this matter.

Please feel free to contact us should you require any assistance or clarification regarding the required documentation or the process. We look forward to resolving this matter promptly and continuing our valued partnership.

// Team of CasinoGalaxy.io

Thank you for your response, CasinoGalaxy team.

Dear celinecel,

As the CasinoGalaxy team mentioned, your account has been closed due to incomplete Know Your Customer (KYC) and Anti-Money Laundering (AML) documentation.

I would like to put to your attention the fact that KYC as well as AML is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the licensed casinos takes KYC or AML lightly. I respectfully request that you submit all the required documents as per the instructions provided to you directly by the casino team. Without this, we wouldn't be able to move on with your complaint.

Dear celinecel,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to help further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.