500 Casino - Player's account is closed due to KYC violations.

I'm from Serbia but currentl i'm in Slovenia to my friend. He knows that i'm a gambler so he suggested me 500 Casino. When i was at his house we created an account under his email address, on start we got a popup who asked about FirstLastname, address, city and date of birth. We just putted his info bcs we wanted to gamble as fast as possible. As soon as we finished that i started gambling and got my balance from deposit $7,600 to $13,998. After that i decided to withdraw. Tried withdrawing and i get a rejection from support with telling me that i need to finish KYC in order to withdraw those sums. I hop on KYC page and started doing the Level 1 KYC (ID and Selfie), i totally forgot about the sing in part so i put me as the KYC, my ID and my Selfie. After 30minutes i got rejected from the KYC service telling me to contact support of 500 casino.

Contacted support and they told me they will see the issue and let me know in max 24 hours.

After around 35 hours i'm getting a message from them, they ask me where i live and why my KYC didn't be the same as the sign in one. Told him the same as here, started gambling with my friend and we put his since we didn't knew that is important and it will be changeable later, like on all casinos.

Waitting for 30 minutes i got from them the final respond.

"That is a severe violation of Terms of Service, as a result, your account has been suspended.

In these cases, your account would be completely suspended as a result of abuse. However, we will permit you to withdraw your original deposit.

You are no longer permitted to use our service after you withdraw."

And so they decided to remove my wins and let me just withdraw my deposit, after this they just told me that this is final and the chat will be closed.

Dear dzejlan,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve encountered.

Please note that all online casinos require players to submit their own personal data when registering an account. It is also essential to use a device and payment methods registered solely to you. Most online casinos strictly enforce a one-account-per-person-per-household rule.

By entering your friend’s personal information during registration, using your card to fund the account, and submitting your documents for verification, you unfortunately breached one of the fundamental rules of online gambling. Additionally, online casinos do not permit customers to change their name or date of birth in their profile, as this information is considered permanent. Exceptions are made only in specific cases, such as a legal name change after marriage or divorce, but even then, official documentation must be provided to the casino.

Considering the casino refunded your deposit, we find their decision to be fair. Regrettably, we won’t be able to assist you further in retrieving your winnings.

To prevent similar issues in the future, I encourage you to review our Fair Gambling Codex for Players.

Thank you for your understanding, and I wish you all the best. Please let me know if there is anything else I can assist you with.

Best regards

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear dzejlan,

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 investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.