The player from Italy had their account disabled at RaceUp Casino, resulting in the confiscation of approximately $460 EUR. Despite having completed KYC procedures and receiving confirmation of verification, the casino claimed that the initial submission of edited documents led to the suspension. The player sought assistance in recovering their funds or reinstating their account. The Complaints Team reviewed the situation and determined that the casino's decision was based on its KYC policy, which stated that altered information could lead to account closure and cancellation of funds. Consequently, the complaint was closed, and no further assistance could be provided.
RaceUp Casino - Player’s account has been closed and winnings confiscated.
Closed
Our verdict
Unjustified complaint
Amount: €460
RaceUp Casino
Safety Index:Above averageCase summary
Discussion
Public
Public
7 months ago
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.
- Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
- When did you create your casino account, and when was it closed?
- Did you accumulate your winnings with or without an active bonus?
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,
Kristina
Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.
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If you notice anything suspicious, don’t hesitate to reach out to us directly.
Thank you for your patience, and stay safe.
Public
Public
7 months ago
Thank you very much for your reply. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
Public
Public
7 months ago
I understand this situation is upsetting, and I’m really sorry we can’t bring you better news. After reviewing everything, we’re not able to help any further.
Even though you later submitted unedited documents, the fact remains that your original documents were altered using editing software. I checked the casino’s KYC (Know Your Customer) policy, and it clearly states:
4. In the event that the information provided by you proves to be false, incomplete, inaccurate or misleading, and also if the information specified during registration does not correspond to your passport data, these Terms and Conditions shall be considered violated, and the Company may immediately close your account and cancel all funds in your balance, in addition to other actions at the Company’s sole discretion, including refusal to provide use of the website services.
This kind of policy is very common across all licensed and non-anonymous online casinos. While some casinos may show understanding in certain situations, others strictly follow their rules. Unfortunately, we cannot ask the casino to reverse their decision in this case, even if the document editing wasn’t intentional or was done by mistake.
Moving forward, I strongly recommend waiting for a few hours and submitting only original, unedited documents to avoid this kind of issue in the future, instead of editing documents to rush the verification process.
Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
