The player from Spain had his account blocked immediately after registration, despite having provided the necessary documentation to verify residency. After being informed that his mobile phone bill was invalid, he submitted an official digital document, but the casino still denied access without a clear explanation, stating it was "a business decision." The Complaints Team acknowledged the player's frustration but stated that online casinos had the right to refuse service. Since the player had not incurred any financial losses, the complaint was deemed unjustified and was closed.
DAZN Bet - Player’s account has been closed without explanation.
Closed
Our verdict
Unjustified complaint
Amount: €1
DAZN Bet
Safety Index:HighCase summary
Discussion
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2 months ago
Translation
As soon as I registered, they blocked my account. I've never created an account before, nor has anyone from my household ever logged into another account with any device through my internet (mainly because no one I know who comes to my house bets; at most, my father plays poker, and he plays on PokerStars). But so far, so good. I chat with them, and they tell me to send them an invoice to confirm my residency and a selfie showing my ID next to my face (FULLY VISIBLE). I do what they ask and wait for their response. They tell me that the mobile phone bill isn't valid and that I should send a different one or an official document like the municipal register. I proceed to obtain a digital registration form, in PDF format, OFFICIAL, which redirects via QR code and a link to the websites of both the Generalitat of Catalonia and the city council itself. To my surprise, though. That a certain Manuel has decided, on his own, that I won't have a Dazn Bet account, without giving any reason, is simply "a business decision." And here I am, stunned by the facts, that there are so many incompetent people with jobs in this country, and that they don't even have the decency to offer a logical explanation.
I should note that I have 5 or 6 accounts on other betting and poker sites (basically the most famous ones in Spain) and I have been a customer of theirs for years without any problems.
Automatic translation:
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1 month ago
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 makes such a request, do not share any information.
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Dear VNez,
Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with DAZN Bet.
To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:
- Have you made any deposits at this casino?
- Have you had an opportunity to engage in a gameplay?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Katarina
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1 month ago
Translation
Hi Catalina, thanks for responding so quickly. No, I didn't make any deposits or participate in any games. I literally registered, received the "welcome" email confirming my account had been verified, and when I logged in to the website, I got a message saying "Your account has been blocked. To access it, please contact our support team." Or something similar. I don't remember exactly what the warning message said.
The funny thing is, I never managed to log into my account because it simply wouldn't let me. Which leaves me with even more questions than a blocked or closed account already leaves. And if I knew I'd opened other accounts or something similar, I wouldn't complain because I know for a fact that that's potentially the reason. But I haven't even been a customer of their television services, and I've never had any relationship with DAZN or its services. That's why it's both strange and annoying that it's been done in such an abrupt manner, without giving a reason, whether reasonable or irrational, and without any opportunity to respond or correct anything I might have done wrong (which I don't believe I've done anything wrong; in fact, I followed every step as they requested and without complaining).
Thank you again for your interest in this matter, and I remain available to answer any questions or concerns you may have, Catalina. Thank you very much for your time.
Sincerely, V*******.
Edited by a Casino Guru admin
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1 month ago
Dear VNez,
We understand your frustration; however, we are unable to compel casinos to retain players. Like any business, online casinos reserve the right to refuse service to a customer. While their reasoning may vary, given that you have not incurred any financial losses, our ability to assist you in this matter is limited. Therefore, this complaint is deemed unjustified and will be closed.
Thank you very much in advance for your understanding.
Best regards,
Katarina
