Dozenspins Casino - Player’s account has been blocked.

Hello, I rarely play casino, but I've run into trouble. I enjoyed playing in this casino. I put my win at the conclusion. I won a fairly large amount of 2,550 euros. Casino requested several documents to verify your account. Passport, selfie on site and screenshot of my wallet. After that, they requested a Skrill extract in PDF format over the past 3 months. I sent it all.

The next request seemed strange to me. Casino asked video from my computer screen. They asked me to show my Skrill account transactions on video. The first time I sent a video is where they can see the transactions. It didn't fit a casino. They changed the conditions and demanded to be filmed a second time. The video should show how I log in to my account Skrill. I sent the video a second time under the terms of the casino.

That's not all. The next casino request is Skype Verification. A casino employee called me and asked me a few questions. I answered all the questions.

The next day, I received an email saying my account was locked.

I made huge efforts to pass verification and get a win. I don't understand the reason for the lockdown. Casino claims that I allegedly violated the rules of the casino. I disagree with that.

Dear urus,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. The KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. None of the serious and licensed casinos takes KYC lightly. It seems that the casino has a strict verification process, but it's not unusual.

I checked the casino’s T&Cs (https://dozenspins.com/en/terms-and-conditions), and I found this:

"Dozenspins Casino reserves the right to carry out verification procedures. In case Dozenspins Casino suspects that Player provided false information, we are entitled to close and block Player's access to Account."

Did the casino specify the reason for closing your account? Could you forward any relevant communication between you and the casino to kristina.s@casino.guru?

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

Best regards,

Kristina

On September 3, I received the letter from the casino:

"The security service of the Dozenspins project conducted a detailed check Of your *** username.

This username did not pass the casino security check.

Since a gross violation of rule 10.1 was detected:

Users are prohibited from using the services provided by Dozenspins:

- register and use additional / duplicate accounts;

- carry out fraudulent or criminal activities.

In such cases, the administration of Dozenspins intends to take all reasonable steps to prevent and identify such activities and their participants.

Also according to paragraph 11.6:

If we are forced to close Your account because You colluded with another player or group of players / tried to deceive the company or another player / were suspected of fraudulent or other criminal activity / committed a gross violation of the User agreement, which resulted in damage to the company or a third party, the cash balance on Your account will be considered canceled or will not be refunded.

Due to a violation of these points of the rules of the casino Dozenspins, your *** gaming account is closed without the right to open, and your winnings are canceled.

This decision is final and will not be reviewed.

In case of disputes, the administration of Dozenspins is ready to provide the necessary information and evidence of violation of these points of the rules, indicating the reasons for the Third party, namely the licensing authority involved in resolving the dispute.

According to the rules, you are not allowed to play on the site of the casino Dozenspins, as well as on partner sites specified in the license."

The casino only sent me this letter. There is no specific reason for blocking. They refer to the rules, but they do not say what I violated. They also do not provide evidence of their suspicions. I'm sure it violates my rights.

One point from the casino's message mentioned duplicate accounts. I checked the casino's T&Cs and I found this:

"2.6. When creating an account, your personal data must be accurate and, where necessary, kept up to date, such as name, email address etc. You're not allowed to create multiple accounts: only 1 account per person. You're not allowed to create an account for any other person, family member, address (mail or IP), email or device. Any other accounts besides your main Dozenspins account are considered duplicates. The Casino reserves the right to block multiple accounts without notice."

Is there any chance, that someone from your family, or someone using the same IP address has created an account at Dozen Spins Casino as well?

No one in my family plays casino. It's impossible for someone to use my IP. Also I did not create any other accounts. I only have 1 account in this casino.

Thank you very much Urus for your the confirmation. I will now transfer your complaint to my colleague Juli who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Dear Urus,

I'm sorry to hear about your problem. Could you write me your username? I will mark your answer as sensitive information and no one would see it. Thank you in advance for your reply.

Hello Urus,

Thank you for quick reply via e-mail. I would like to invite DozenSpins Casino into this conversation. Can you specify where is the problem with player’s account, please? I would also like to ask for supporting evidence proving that this player has multiple accounts. Please forward all relevant evidence for this case to my email address: yuliia.k@guruadmins.com

Hello Juli, 

Evidence against URUS45 player was sent to you at yuliia.k@guruadmins.com.

Dear Dozen Spins Casino,

Thank you for joining and explaining your side on this case. 

Dear Urus,

Unfortunately, we are so sorry that there is nothing much we can do in this matter. The casino has provided us evidence to sustain their claims that you breached the casino terms.  After an examination of the proofs from the Dozen Spins Casino, we decided in favour of the casino. The proofs provided by the casino are clear, and the casino has the right to block the player account. 

Urus, if you disagree with our opinion, you can always file a formal complaint to the casino regulator. (Curaçao)

Best regards,

Juli