Epicbet Casino - Player’s account has been closed without justification.

Dear "Casino Master" website, I am a player from the Chinese mainland. Due to the fact that the Chinese network cannot access your website, I enabled a VPN, and the displayed address was Hong Kong. Last month, I registered and placed bets on epicbet. Everything was normal at first. However, last week, the website prompted me to do verification (KYC). I passed levels 1, 2, and 3 (including facial biometric recognition and address verification). Then they sent an additional email asking me to do the final account verification, but the verification website they sent did not support the resident identity card of the Chinese mainland (veriff), making it impossible for me to complete the final verification. Not long after, they permanently closed my account on the grounds of "multiple accounts" and "repeatedly claiming promotional offers", and confiscated the balance. 

My boyfriend has an account with this casino. It was he who used it and told me that the casino was good and there were no problems with deposits or withdrawals. That's why I went to register. I'm planning to find a casino as good as "bet365" before the World Cup and use it for a long time (bet365 left the Chinese market in March last year). But he is he and I am I. My account has nothing to do with his. I have fully verified high-level accounts on platforms like stake and shuffle, but epicbet identified me as having multiple accounts belonging to someone else. I think it's because this casino is not big enough that they judged me as having someone else's account. They said they have solid evidence of my violation and this is the final decision, and they can't disclose more details. It doesn't matter. I heard from others that "Casino Master" is fair, so let them send their "evidence" to you. If you determine that their evidence is sufficient, I have no problem.

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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.

Is there any chance that you have both accessed the casino from the same device?

Have you used a payment method registered in your own name?

Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?

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,

Attila

Hello, Attila.

1: I don't think that's possible. I've only logged in on my laptop and iPad.

2: I paid through my Binance account registered under my real name. I'm just starting to get into virtual currency. I don't have any other wallets and I don't know how to use other payment methods.

3: I haven't logged in with a VPN. Even typing "Casino Master" was done with a VPN under someone else's guidance. I don't know how to hide my IP address either. The Wi-Fi in the rental house I live in is already set up, and my laptop uses its IP address.

Hello, have there been any new developments regarding my situation? I'm really sorry that the translation software keeps translating "CASINO GURU" as "CASINO Master".

Thank you very much for your reply. Could you kindly confirm if any bonuses have been utilized on your account? Additionally, could you please advise which games you focused on - slots, live casino, sports betting, etc.?

Thank you in advance for your response.

Yes, I did use the bonus. I received the "First Deposit" bonus and got 100 USDT. I usually play in sports betting, The email they sent me about closing the account seemed to indicate that they were quite certain that I was a multi-account holder.

The following terms were breached:

4.1. Prohibits the claiming of bonus multiple times.

3.1.2. Prohibits multi-account use

But I'm not convinced

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, Michal (michal.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

Please note that if the matter becomes solely related to sports betting, we regret to inform you that we won't be able to assist you as we do not have a department handling such issues.

Hello MissLi,

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 and to see if I can help somehow.

We would like to invite Epicbet Casino to join the conversation.

Dear Epicbet Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information and evidence directly to me at michal.k@casino.guru for an independent assessment.

Thank you in advance.

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.