CryptoBetSports Casino - Player's account was closed over KYC issues.

I have a problem with the company Crypobetsports, which accuses me of something strange (it's hard to understand what they mean). I have been playing in gambling companies for many years, but it was the first time in my life that I encountered something so idiotic.

I have had an account on cryptobetsports for a long time and have made many deposits and withdrawals , recently they asked me for KYC.

on the Cryptobets website it is possible to do KYC through an external supplier SUMSUB, unfortunately SUMSUB always automatically rejects the verification of my personal data (I have no idea why this happens, but seeing the opinions on trustpilot I am not an exception, there are many such cases)

so I tried to do automatic verification on Cryptobetsports website using SumSub but as always it was rejected automatically.

then I wrote to support regarding verification, they wrote to send them ID card + selfie with the document + selfie with a piece of paper with the current date and the inscription Cryptobetsports and the utility bill, I sent all the documents on the same day ( id card + driver license, electricity bill and the required selfie)

After a few days I received a message that is simply absurd and I don't understand what they really mean.

Hello Konrad,

We regret to inform you that our Risk & Payments Department has been unable to complete your KYC verification. During our review process, we detected that some of your personal details may be linked to suspicious activities associated with one or more gambling sites, whether affiliated or not with our platform.

While we cannot disclose specific details regarding these activities due to the sensitive nature of this information, please be assured that we utilize advanced anti-fraud checks to maintain the integrity of our platform. This assessment may include both in-game and off-game activities.

As a consequence of the findings, we have temporarily suspended your account, and you will not be able to access our platform until further notice.

However, we understand the importance of your funds. We will be refunding your latest deposit of 170.14 EUR made on August 19, 2024, at 10:25:36 UTC. To proceed with the refund, we kindly request that you provide us with your TRON TRC-20 wallet address for USDT.

Please note that by using our services, you agree to adhere to our Terms and Conditions, which include our policy on account verification and fraud prevention. We encourage you to review these documents for a clearer understanding of our processes and your rights.

Thank you for your attention to this matter. If you have any additional questions, feel free to reach out to our support team.

Warm regards,

The CryptoBetSports team

I don't understand any of this at all, which means that my data could be involved in suspicious activities, I have been playing in gambling companies for over 10 years and I have never received such an absurd reason for refusing verification.

maybe it's because the verification provider SUMSUB rejects the verification of my data, I don't understand why this is happening but I've had many such situations in other gambling companies that SumSub is an intermediary for and each time the casino support fixed the SumSub provider's error and verified my account manually after delivering the documents via e-mail.

I have already described these problems with SUMSUB in other complaints on casino.guru with big reputable brands that used SUMSUB such as NINECASINO, and then the casino representative helped to solve the problem and verified my account manually, they didn't close my account just because some KYC provider doesn't want to verify my data.

I would like to emphasize that all my documents are 100% original and I can prove it in every possible way, such as: notarial confirmation, etc.

so the refusal to verify from crypotbetsports has nothing to do with playing in their casino, they just accuse me of my details being involved in suspicious activities on other sites and they don't want to provide any proof, just nothing.

They didn't even mention any of their casino's rules that I broke.

Dear tyraxx,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with CryptoBetSports Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked? 
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Did you achieve your current balance with the help of a 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,

Tomas

I don't have access now, so I don't know exactly when I created the account, but it was about 1 year ago, generally I can't check anything because access to my account has been disabled.

I used reload bonuses etc. many times, I don't even remember well if I used the bonus last time.

problem does not affect my play at THIS casino in any way, the casino is not accusing me of having multiple accounts, abusing bonuses or anything like that.

Problem concerns specifically KYC verification.

We regret to inform you that our Risk & Payments Department has been unable to complete your KYC verification. During our review process, we detected that some of your personal details may be linked to suspicious activities associated with one or more gambling sites, whether affiliated or not with our platform.

While we cannot disclose specific details regarding these activities due to the sensitive nature of this information, please be assured that we utilize advanced anti-fraud checks to maintain the integrity of our platform. This assessment may include both in-game and off-game activities.

As a consequence of the findings, we have temporarily suspended your account, and you will not be able to access our platform until further notice.

This is a strange accusation about suspicious activity on other gambling sites (I don't know what they mean)

I have never received such an accusation from any other gambling site.

Thank you very much, tyraxx, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi tyraxx,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite CryptoBetSports Casino to the conversation to participate in the resolution of this complaint.

Good morning Peter

Please find below the response we received from SUMSUB regarding this player after we had asked them to recheck the players submitted documents.

We have already rechecked this applicant with our Quality Control Department several days ago, they confirmed that the rejection is correct. The user was blocklisted from our side due to serious fraudulent actions on another project. We can't disclose the certain reason, because it is sensitive information and the reason can't be shared with the user. If such an applicant knew exactly how we identified fraudulent activity, it would contribute to the emergence of new ways of fraud. But we would like to assure you that we are adding to the blocklist from our side only in case of serious fraudulent actions.



Given this information from SUMSUB, we must act upon their expertise to safeguard our casino from fraud.

I'm sorry, but I play on the cryptobetsports website, I'm not interested in SUMSUB, it's just a kyc intermediary, and I don't know what the problem is at all, because I haven't done any fraud.

SumSub is not a reliable verification platform for me.

the strangest thing is that no casino has ever closed my account due to SUMSUB verification, I played in casinos with sumsub verification but kyc was also rejected by sumsub, but the casinos verified my accounts manually, so far I play in these casinos without any complications.

my verification does not work only on SumSub, other providers such as Onfido, Shufti Pro etc. verification works without problems, I don't know what's going on with this Sumsub because they don't give the exact reason, the cryptobetsports casino also doesn't give a point about the casino regulations that I violated

Haven't you considered that sumsub may be wrong? their review on trustpilot is 2.7 and many similar negative reviews and KYC issues

in large brands such as brunocasino, ninecasino, redonbets, I also verified the account via SUMSUB and it was also automatically rejected, but these companies verified my accounts manually after sending the documents and I can use them all the time.

Dear CryptoBetSports Casino team,

Could you please forward the report from Sumsub to my email address with a short explanation (peter.m@casino.guru)? Sensitive data (if any) can be blurred out.

I would like to state that no casino has ever closed my account due to verification with sumsub (so I don't know whose fraud the sumsub company is accusing me of could be)

I would also like to find out from cryptobetsports which point of the regulations I have broken in this casino.

I have never concluded any contract with Sumsub, I don't understand what their blacklist has to do with another brand like cryptobetsports casino.

why is Cryptobetsports confiscating the funds in my account if I do not violate their regulations, what does Sumsub have to do with this?

does this mean that any casino brand that hires a sumsub provider automatic KYC can steal my funds just because an external company blacklists me for unknown reasons?

CRYPTOBETSPORTS you processed my one withdrawal of 500e (daily limit) a few days ago, so you haven't seen any problem before ,and then blocked the account with the amount of 2000e.so maybe verify the player first if you allow deposits and withdrawals.

If you don't want to withdraw more money, block the player and don't allow them to withdraw the rest of the amount from my account (I haven't played with you for virtual money) this is a typical action to the detriment of the player.

all my documents and I are real and I can prove it by an international notary who will confirm the originality of my documents and I can send notarial confirmations to any address you provide.

Finally, I wanted to ask the representative of Cryptobetsports (a company where I have been playing for a long time and made a lot of deposits and withdrawals) if I have ever in any way violated the regulations of your casino, which I accepted during registration, you never mentioned it... and I am still waiting for it.

I played honestly and you blocked me even though I never broke the rules that I accepted when registering, Casino.Guru, take this into account.

I have never cheated on your casino, I play with my real details and you are blocking me because another company has blacklisted me

Dear CryptoBetSports Casino team,

I've sent you some additional questions.

Good morning Peter

The response to your email was sent on the 17th, please let me know if you didnt receive this.

Thank you

Dear CryptoBetSports Casino team,

Thank you for your email. Even though we realize that the player may have had issues with their verification in the past, most of his complaints ended up being resolved and the verifications were eventually successful. When we talk about Sumsub and other third-party verification solutions, I understand the casino has the final word. If you don't know what exactly the player was accused of, it's hard to make a sophisticated decision. Sometimes players get flagged simply for taking too many bonuses. Unless the player broke any rules in your casino or wasn't able to provide the necessary documents for the verification, he should get paid in full. You can of course ban him from further play if you don't want him as a customer anymore, but he should get paid. Since you have access to the player's data, were any documents used for the verification missing, fake or was there any other problem with them?

Cryptobetsports support pls note that large reputable brands such as: Ninecasino verifies my account even though they also use SumSub for verification, even though SumSub rejected my verification, Ninecasino, BrunoCasino and many others large/reputable brands verify my account after manually checking the documents, bypassing rejection by SumSub, and I can still play at this company even though their Sumsub broker rejected my verification.

In general, I don't know and what the deal is with rejecting my verification and putting me on the blacklist by SumSub, I have never had any problems, for some time SumSub started rejecting my verification in every company , but why this is happening is for me a mystery and I have no idea what the reason is.

We would like to inform you about the reasons behind the current block on the player’s account. The been marked as blocked by SumSub due to the following possible reasons:

Tampering with document data (digitally or physically).

Adding a selfie and documentation using a graphics editor.

Using documents and selfies obtained from the internet.

Utilizing stolen documents or photos.

Selling the account to a third party.

Registering an account without the document holder’s knowledge.

Attempting to bypass the Liveness check.

We would like to clarify that this issue is not related to receiving bonuses on another platform. Please understand that the anti-fraud checks conducted by SumSub operate independently and are considered among the most accurate and secure verification platforms available today. As such, we cannot overlook the results from these checks.

We can facilitate a refund of the player’s latest deposit of 170.14 EUR back to the same payment method used during the transaction. If the user agrees to this, he should send a message to our email requesting a refund of 170.14 EUR, which corresponds to the initial deposit made on August 19, 2024, at 10:25:36 UTC.

However, we must inform you that we reject the request for a full payout, and we cannot provide further reasons for that decision. The player is encouraged to contact SumSub directly with his personal data to inquire about the reasons for being blacklisted. This may help him avoid similar issues in the future across other platforms he intends to register with.

I have no idea why sumsub is rejecting my verification, all my documents are original and have never been edited, I don't understand this accusation and I don't agree with it.

maybe sumsub doesn't make mistakes very often, but this time he was wrong, I only use my original documents and I can send the documents to casino.guru or confirm their authenticity with a notary or anyone authorized to perform this activities, it seems to me that SumSub does not have such rights.

Hi all,

Thank you for your replies.

Dear CryptoBetSports Casino team,

We discussed the issue internally and understand that the verification failed due to suspicions. Therefore, we recommend conducting a video verification call with the player, during which he can present his documents. It's quite difficult to fake documents in a video call. Please ensure the call is recorded. If the verification reveals fake documents, we will accept your decision. If the documents are authentic, the player should receive his winnings, after which you can close his account.

I will also add that I agree to any form of verification because my documents and I are real, yesterday I did the Shufti Pro verification on FortuneJack and it was accepted quickly, and I don't know what sumsub means if other verification programs like Shufti Pro and others accept my documents quickly.

I can prove it in every possible way, I am even willing to go to the notary indicated by you in my region, and send you by traditional mail a confirmation from the notary's office with the Notary's stamp, as you know, the Notary has the legal power to confirm the authenticity of documents.

I will also gladly send my documents (id card, driver license, selfie etc) to Casino.Guru to confirm the authenticity of the documents.

but it seems to me that SumSub accepts my documents and the problem is that they do not accept my personal data for some reason, and the allegations concern my personal data and not the originality of the documents.

Hi Peter

Sorry for the delay, we are still waiting for SumSub to advise regarding conducting video verification. We should more information early next week.

Thanks

Hi all,

Thank you for your replies.

Dear CryptoBetSports Casino team,

Thank you for the update. I will set the timer to five days.

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.

Dear Peter,

Following our consultation with Sum Sub, we have been informed that while they are unable to provide specific reasons for placing the player on the block list, they strongly recommend that we do not unblock or provide services to this individual.

We understand the delicate nature of this situation and would like to outline the following:

The player has been winning on our platform and currently holds a positive balance.

We have no intention of denying any player the opportunity to play with us; however, we cannot overlook the anti-fraud checks conducted by Sum Sub.

As previously stated, we are prepared to refund the player's last deposit, which corresponds to the initial deposit made on our platform.

In light of these circumstances, our position remains unchanged. We cannot risk processing any payouts or allowing further activity from this user while they remain flagged by our verification and anti-fraud systems. The player has mentioned that they have encountered similar issues with Sum Sub across various platforms, further reinforcing our decision.

The only scenario in which we would reconsider this decision is if the player directly contacts Sum Sub to resolve the matter regarding their personal data. As this data is private, Sum Sub is unable to disclose the specific reasons for the block. While this situation is frustrating for us as well, we trust Sum Sub’s processes and recommendations.

In conclusion:

The player can request a refund for their initial deposit by emailing us with confirmation of their bank account and preferred payment method.

Should the player resolve the matter with Sum Sub and believe the issue to be resolved, they may resubmit their documents for verification. If they pass the KYC check, we would be willing to process any remaining winnings.

Please note that all of our verifications are conducted through Sum Sub, and we trust their system. We are unable to make any exceptions for this user.

Dear CryptoBetSports Casino team,

Thank you for your reply. The evidence received so far is insufficient. Although the player previously encountered issues with the Sumsub service, he ultimately completed verification at other casinos. I'm afraid we have no other option but to close the complaint as unresolved.

Dear tyraxx,

I'm afraid I won't be able to convince the casino to reconsider. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curaçao Gaming Control Board (https://casino.guru/licensing-authorities/curacao-license) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Secondly, it may be worth a try to contact the Sumsub itself and try to find out what the problem is. Let me know if there's news (peter.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter