Corgibet Casino - Player’s account has been closed.

Dear casino.guru

After an exhausting verification process, where Corgibet several times emailed me that my account is now verified, to shortly after request further documentation, they today first emailed me that my account was verified, and shortly after emailed me that my account is closed.

Without being specific, the email clearly indicates that I have submitted faked or fraudulent documents.

Text copy/pasted below:

"Your account has been permanently closed due to failing to pass the KYC procedure.

As stated in our Terms of Service, failure to comply with our Know Your Customer (KYC) requirements may result in the suspension or closure of your account, as well as confiscation of winnings:

7.5. It's the player's responsibility to ensure that all documents as a part of the KYC process are genuine. Faked or fraudulent documents provided may result in a confiscation of deposits and potential winnings of the player.

To initiate the return of your deposits, we respectfully request that you provide us with the following information: crypto wallet address, currency, your full name.

Thank you for your understanding and cooperation. We look forward to your response.

Best regards

Caterina

Casino Support Team"

I have submitted only valid and genuine documents to Corgi et, verifying my ID, my address, my deposits, and ownership of deposit method (BTC deposit from my Binance account, which I spent much time with Binance support to figure out how to verify in a satisfactory way).

I am quite angry and provoked at the accusation from Corgibet that I have submitted fraudulent or faked documents, which I most certainly have not. And I will provide all documentation casino guru may require. Including full email communication with Corgibet and all documents submitted to Corgibet.

At this time I'm uncertain if Corgibet are actively trying to defraud me, or if they are making a good faith mistake accusing me of wrongdoing.

Their high safety score in casino.guru suggests to me, they are not a fraudulent operation, but their actions towards me here are totally unacceptable.

They write in the email they will pay only my deposit back. Which I of course don't accept. I have a withdrawal of 7500 NOK won within all terms, and I want my funds.

And to repeat myself, I have submitted only genuine and valid documents to them; My ID, My live selfie via Sumsub, my Bank account statement to verify address, and documentation from my Binance account to verify deposits and ownership of deposit method.

Please help and let me know what you need me to provide in order to do so.

Best regards

[Redacted]

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

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.

• Has the casino indicated that there might be a problem with approving specific documents?
• Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?
• Did you accumulate your winnings with or without an active bonus?
• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Hi Attila and thank you for your response.

I will try to be very specific in my response:

From how I understand their email about account closure, their claim is that one or some of my documents are faked or fraudulent.

The first documents provided were my passport and my live selfie, via Sumsub.

I then received an email that my account was verified.

They then requested a proof of ownership of deposit method. My deposit method was BTC from my Binance account.

Retrieving a document containing both my BTC address and personal info is quite difficult, but after emailing back and forth with Corgibet explaining this, I went to Binance live support on Corgibets request, and live support instructed me how to download document requested.

I downloaded document, attached it in a response email to Corgibet and sent.

A while after that, that again emailed me that my account was verified. Less than two hours later, they emailed me that my account was closed, citing rules about confiscating funds due to faked or fraudulent documents.

After that, I have tried to email with them, but get responses where they are quite cold and unspecific but it's clear they are not interested in further explaining or look into if they might have made a mistake.

All my documents submitted are genuine and valid, and my own. My Binance account included, so what's happened here makes little sense to me. I've considered the possibility the casino is fraudulent in nature, but their safety score in casino.guru indicates they are not.

So I am at a loss and require assistance.

I must say that their accusations that I submit fraudulent or faked documents, which I don't, is completely unacceptable. If they have made a mistake, they should try to figure out where, instead of accusing me of criminal intent.

All documents submitted to Corgibet will be available for casino.guru and any additional documents requested will be acquired.

I am from Norway and Norwegian government censors many gaming sites (political thing protecting Monopoly of state gaming company Norsk Tipping).

I therefore often have VPN active, but couldn't say if it was active during the period I played in Corgibet. Neither have they mentioned that this was an issue.

I accepted a deposit bonus at Corgibet, but my winnings were won after the bonus was completely wagered. So the answer is I accepted bonus from them, but won with real money, not bonus.

I played only slots.

My preferred slot games are Gonzo's Quest, The Dog House, Starburst, and Bonanza Falls.

I appreciate your assistance and have previously received help from Casino.guru.

I will be available on short notice to supply any information or documentation requested.

Best regards

[Redacted]

Thank you for your response. Could you please forward all documents you provided to the casino for verification, along with any communication between you and the casino’s customer support? You may send the information to my email address: attila.g@casino.guru.

Thank you very much for your patience and cooperation.

Hi Attila and thank you for your response. I have forwarded the email thread between me and Corgibet. I believe around 15 emails in total.

All submitted documents are available in my email responses in that thread. Please let me know if I can provide anything else.

Kromsjukaa

Thank you for your response. Unfortunately, I have only received one email, which did not include the documents mentioned. Could you kindly check if a different email address was used for sending those documents? Thank you for your cooperation.

Not sure if forwarding the email thread worked then, so I will screenshot the thread one by one and attach in email, first to last.

All sent .

Best regards

Kromsjukaa

Dear Kromsjukaa,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Jana (jana.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Dear Kromsjukaa,

I sincerely apologize for the inconvenience caused by your account being blocked. I will promptly reach out to the casino to address this issue and work towards a resolution. Additionally, I would like to invite a representative from Corgibet Casino to join this conversation to assist in resolving your complaint.

Dear Corgibet Casino,

Could you please clarify the reason for the player’s account being blocked? We would greatly appreciate any evidence or documentation you can provide regarding this matter. You may include your statement and supporting evidence here, or alternatively, you can send it to my email address at

jana.k@casino.guru.

Thank you for your cooperation and assistance in this matter.

Kind regards,

Jana

Dear All,

Thank you for sharing and raising this with us. We have checked the matter and have sent a mail to Jana, where we will discuss this further.

Dear Jana,

Please check your email at your earliest convenience, thank you!

Best regards,

Corgibet Casino

Dear Kromsjukaa,

I hope this message finds you in good spirits. I would like to address the documents you submitted during the verification process. Initially, they appeared to be authentic and were accepted at the initial verification stage. However, the subsequent video verification has raised considerable concerns regarding the potential misuse of identity. This situation constitutes a serious violation of the casino's platform rules and suggests that another individual’s identity may have been used in the operation of your account. Consequently, I regret to inform you that I must reject your complaint. Should you experience any issues in the future, please feel free to reach out to us for assistance.

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