Fridayroll Casino - Player’s account is closed after verification.

I would like to file a formal complaint regarding the issues I have encountered with your casino’s account verification process.

I opened an account with your casino and made three deposits. I subsequently won €4,000. When I attempted to withdraw my winnings, I was asked to complete the verification process. I provided all the required documents, including my ID, a photo of myself, and bank statements showing my deposits to your casino.

I later received an email confirming that everything was in order and that my account had been successfully verified. Three withdrawal requests were processed.

However, on April 8th, when I logged into my account to make another withdrawal, I found that my account had been suspended. I contacted live chat support and was informed that my account had been closed permanently and could not be reopened. I was then asked to provide a three-month bank statement showing both my income and my deposits to the casino.

I complied and submitted all requested documents, including proof of income and bank statements showing my deposits. The issue appears to concern a deposit made on March 23rd. Although I made the deposit on the 23rd, the payment provider or bank processed the transaction on the 24th, which is why it appears as such on my bank statement.

Despite multiple explanations via email and live chat, your support team continues to claim that my bank statement does not show transactions with your casino. I have clearly explained that this discrepancy is due to the payment provider or bank processing time. Nevertheless, my bank statement has been wrongly labeled as "false," even though it is an original document downloaded directly from my online banking application.

The statement clearly shows all three deposits: two on the 4th and one on the 24th (corresponding to the deposit made on the 23rd). I have even provided proof from my bank confirming why the transaction appears on the 24th.

Despite all this, your team continues to رفض my documents and refuses to complete the verification process. I also suggested that you contact the payment provider to verify the transaction on the 24th and confirm that it was made to your casino, but this has been ignored.

Additionally, I do not understand the reason for suspending and closing my account after it had already been verified. I have explained this issue in multiple emails, but it feels as though I am communicating with automated responses rather than receiving proper assistance.I note that the bank statement is exactly three months old. As you request, I note that all three transactions made to their Casino appear on my bank statement that I provided to them. I note that I downloaded each transaction in PDF format to their casino.

I kindly request a thorough review of my case and a clear explanation for your actions.

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Dear Marius17,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC 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 can complete the verification procedures. None of the serious and licensed casinos takes KYC lightly, and it might take a few working days to complete this thorough process.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• What specific documents were requested during the verification process?
• Can you confirm the date when you submitted the required documents for the verification?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Petra