Duelz Casino - Player’s struggling to complete KYC verification.

Hi I am an 87-year-old elderly lady who requires assistance. I win £9000 with a Casino site and was required to get myself validated I had documentation to prove my address I sent a copy of the payment card and a bank statement however due to my age I did not have a driving license or passport so I paid £30 and ordered a citizenship card which is a new card introduced to prove identification. All the information that was needed to become validated was accepted and validation was completed. When I won a large amount of money I was asked for further information such as a bank statement from the 1st of March to the 8th of April I was asked for income details such as my pension on my private pensions and also I had 11,200 & £6200 winnings from another site. I was asked to provide details to show the winnings as I had been using those to fund further transactions so I sent on a copy of the other sites transaction history which shows the credits to my account. I am now having problems with them accepting any further information and having nobody to speak to makes it more difficult. I have so far sent them March‘s bank statement taken from my bank site because I get online statements and not physical ones my April statement isn’t due until the end of the month so what I did was pulled all the transactions from the 1st of March to the 7th of April and sent that over I also sent two letters which stated my pensions amounts and included amounts of my private pensions I also sent over copies of the emails showing my winnings on Screenshots. I have now been told that they won’t accept any screenshots and they want the statement sent over in a specific way I have sent them over as the bank have sent them to me so I don’t understand why they’re not accepting it I’m getting myself very confused it’s also very worrying with amount of information I’ve sent them so far they have a copy of my citizenship card they have a copy of my birth and marriage certificate they have various address details from bills on my account they have my bank details I’ve even offered to let them do a read only into the bank so that they can pull the information that they need.

Unfortunately after various emails back and forward with me providing as much information as possible we are still no further forward and I miss more confused as I was when I started please can you assist me. They have also now sent me an email stating not to send individual emails back to collate all the information in one go and send it in one but I don’t really know what it is the one that I haven’t already sent them I’m very confused and I need some help please.

Dear Moiras,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner.

Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru. Alternatively, you can post it here.

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

Hello Kristina,

I have emailed you a lot of information that I have already sent them plus an email from this morning. Hope you can help as I am very confused about everything now

regards

moira

Thank you very much Moiras for your reply. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) 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.

Hello, Moira,

I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Duelz Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Duelz Casino Team,

Could you please explain why the player's account was not verified? Which documents are problematic? What steps does the player need to take to successfully verify their account? We would like to get a more detailed description of what documents and/or data are needed.

Thank you in advance for providing the information.

Just to let you know I have submitted

2 private pension statements

1 state pension statement

1 pension credit statement

1 other state benefit

1 copy of statement from another casino site

I have also given read only access to my bank account.

All account credits are all very identifiable in my

bank statements. Only been a member for 2 weeks it’s incredible the red tape needed to get these winnings. They tell you to be careful who your dealing with due to scams so scary to be submitting my entire personal details. Would be nice in these instances they just don’t block you out the site completely like a criminal as you can only chat online to them if you have an active account. Some people prefer to communicate via chat.

Hello,

I received further correspondence in the mail today. I took copies of them and then sent 2 emails as the email file size has become too large for 1 email onto Duelz this morning stating the following;

"Firstly apologies this and the bank statements are not all in the one email as you requested however the memory used was insufficient and the email was to large to send as one so could not carry out your request to contain all documentation to 1 email hence emailed separately.

This is a copy of my benefits that I got in the mail this morning reconfirming the previous details sent to you, it also mentions my 2 private pensions with Aviva and Strathclyde Pension Fund"

I have also sent copies onto casino guru. Have not heard anything back from Duelz since receiving the link to give read access to my bank account a few days ago. Do not know if they have received it or the previous documentation that was sent on Wednesday night (UK time).

Regards,

Moira

Hello,

I have forwarded on further communication I have sent to DUELZ included further proof of income. I am sick with worry and completely stressed with all this it’s making me ill. I won that money legitimately.

I also sent a text file from the bank showing all 19 transactions with totals that I have entered while playing DUELZ.

I continually get told;

"Thank you for the documents you provided, we explained previously what we need to be able to verify from documents. Please allow us time to complete this review, it will take some as we have to be very specific with everything."

It is 19 transactions!!!!! Over 4 days!

Also this documentation is to do with an affordability check so why is this holding up my withdrawal?

"As a licensed operator, we carry out certain checks on player accounts to ensure a safe playing environment for our players, in line with our license conditions. We would like to ensure that you enjoy the highest standards and that your gameplay is safe and fair.

Therefore, we are performing an affordability review on your account. To that end, please send us the following documents by replying to this email at your earliest convenience"

Regards

Moira

This was sent to customer support yesterday

Hello,

Please advise me of complaints procedure.

I am a verified relatively new customer who has been excluded after a substantial win.

After my win I was advised they were going to do an affordability check even though I was validated and I have had to send loads of documentation in but still waiting on my money I won being sent to me. 

This has been going on for a long time now and as an elderly lady I am extremely agitated with sending so much personal information. 

1) Became a member beginning of April after a win at another site.

2) Supplied proof of address, proof of payment and due to my age paid £30 to get a Citizenship card to prove my identity. 

3) All categories were verified successfully

4) Withdrew £9000 in winnings 

5) No access to account or chat and it says the following even though it wasn’t me that requested it.  ‘ You have excluded yourself from Duelz’ 

6) Then I get this email;

 As a licensed operator, we carry out certain checks on player accounts to ensure a safe playing environment for our players, in line with our license conditions. We would like to ensure that you enjoy the highest standards and that your gameplay is safe and fair.

Therefore, we are performing an affordability review on your account. To that end, please send us the following documents by replying to this email at your earliest convenience:

Bank statement  - Full transaction list from your bank account for the period of 1st of March to 7th of April, including the deposits made to our website. The document shall be submitted in the original PDF or paper format.

Source of Income

Salary - A recent payslip and a matching bank statement showing the salary being credited to an account in your name. Please submit the documents in the original PDF or paper format.

Self-Employed - Your latest SA302 tax calculation to see your consolidated income and last XXX months .pdf bank statement.

Rental Income - Rental Contracts signed by your tenants and .pdf Bank Statements showing the rental income being credited into your bank account.

Relief/Credit/Compensation  - Dated letter from a solicitor, provider or government entity confirming the entitlement of funds and .pdf bank statement showing the funds being credited into your bank account.

Source of Funds

In case, your spending is not in line with your income, we may request additional documentation to verify the source of funds based on the submitted documentation. 

Casino Winnings - Screenshot showing the winnings/withdrawals recorded on your gaming account and matching .pdf bank statement showing the winnings being credited into your account

Inheritance - Dated letter from a solicitor as proof of inheritance and a .pdf bank statement showing the funds being received into your bank account. An updated bank statement may also be requested to see if the funds from inheritance still exist in your bank account.

Sale of Assets (Home/Business) - Dated letter from a solicitor as proof of sale and a .pdf bank statement showing the funds being received into your bank account. An updated bank statement may also be requested to see if the funds from the sale of the property still exist in your bank account. 

All documents will be checked and handled safely by our security team. For any questions regarding the verification, you may contact our customer service via live chat.

Please be advised that in the meantime, we have proactively limited your account to ensure a safe playing environment until our request has been satisfied.

Meanwhile, we would like to also recommend you to try out a self-assessment test. There are also various self-assessment tests available that can help you to have a better understanding about your gaming habits. By taking a self-assessment test you can also receive tips on how you can control your gaming in a better way. You can take the test by clicking here.

<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<

So far I have sent you my;

1) Birth certificate 

2) Marriage certificate 

3) A copy of my payment card 

4) My newly requested citizen card 

5a) Bank statement from the beginning of March to the 8th of April

5b) Gave you read access to my bank account via the link you have sent 

6) I’ve also sent you on statements of my two private pensions

7) My state pension statements 

8) Statements from other state benefits I get 

9) I have also sent on a copy from the other bingo site to correspond with the credits in my bank statements 

I joined beginning of April and my bank statements show I had affordability. 

I have 19 transactions to DUELZ since I started my account at the beginning of April

7 transactions on 03/04/2022 = £xxx

9 transactions on 04/04/2022 = £xxx

1 transactions on 05/04/2022 = £xxx

2 transaction on 07/04/2022 = £xxx

The latest replied 

"Hello Moira,

It's perfectly ok to send us more documents and often we keep requesting them, for now it just seems that we should have everything, so for now, we recommend only send us something more documents if we request."

Sent to the verification team at DUELZ today

Hello,

I last spoke to you last via email on Sunday 17th and you advised you had all related documentation this is now Wednesday 18th, can you please advise when my withdraw will be processed. 

Regards 

Mrs Moira S*****

sent today

Hello,

Please confirm a contact number for your complaints department and the process to complain. 

I understand this is your UK licence details so don’t require this but do need you to detail your complaints procedure. 

Regards

Moira S*****

Thank you, Moira, for all information and emails.

We would like to ask Duelz Casino Team to reply to this complaint. We are extending the timer by 7 days based on the information received from the casino's representative outside this open thread.

I have asked for the complaints procedure in writing and advised I want to raise one. I have advised them of my right under the UK Gambling Commission.

Kajsa on April 21, 2022 at 9:54am wrote:

Hi Moira,

Thank you for your email.

This is to let you know that your query have been forwarded to a more relevant department, and once we have an update, we will get back to you as soon as possible,

Thank you for your understanding.

Moira Speirs on April 21, 2022 at 9:56am wrote:

Hello,

Please advise which department this is Kajsa 

Regards 

Moira

Moira Speirs on April 21, 2022 at 9:57am wrote:

Sorry should also ask what your timescales are 

Hi Moira,

I hope this email finds you well.

This depends on the traffic the responsible department is facing. We will get back to you via email as soon as we have a update. 

Have a lovely day continued. 

Regards,

Lucas

Customer Care

Regards,

Lucas

Duelz UK Support

support-uk@duelz.com

https://www.duelz.com/en-gb/

Hello, Moira,

I received the information from the casino's representative the case was already submitted with IBAS.

Is that correct, please?

Yes that is correct if you read the email above they said this was the final response from them and to contact IBAS which I have.

Unfortunately, the casino cannot provide us with the necessary data for review due to its strict internal policy and GDPR. However, the casino ensured us it is aware of Moira's case, is in contact with her, and advised her to contact IBAS, to which they will be happy to provide all the necessary data.

Since we do not have a clear or final result of your issue and based on the information that the whole thing was handed over to IBAS, now, we are closing the complaint as ‘unresolved’ with the note we will wait for IBAS's decision.

Once there is an official IBAS statement, please let us know as soon as possible about the results at branislav.b@casino.guru.

The casino can reopen this complaint anytime, too.

Best regards,

Branislav, Casino.Guru

Greetings all,

Based on the information I have received, we reopened the complaint.

Dear Moira,

I have received the information that IBAS's final decision has already been made.

Could you please share the result of the investigation and details with us?

Who advised you of this?

A casino representative provided me with the update and based on the update we decided to reopen the complaint. As I mentioned, the casino also can request a reopening of the complaint.

Could you please answer the question from my previous post?

I have sent you an email

Would it be possible for you to publish what you know please?

I replied to your email and I am still waiting for an answer to the question that I asked.

Unfortunately, no, I cannot share the details.

However, I think I answered enough. Now it is your turn.

I am looking forward to hearing from you.

Hello, I would really like to share the response with you but I do not have it. I have checked my emails and the last communication I have with IBAS is on the 19th May. I have just tried to phone them but they are not accepting telephone calls at this time. The IBAS representative I was emailing is on holiday until 15th June as I just emailed him also. Hence why I am asking you the questions as up until you contacted me today I have had no contact from

anyone on this matter. I am genuinely in the dark on this.

Hello Moiras and Branislav,

This is still an ongoing case indeed. IBAS did not close the case yet.

Thanks x

Greetings all,

First of all, I am sorry for the inconvenience related to the course of this complaint.

I was in contact with several different Duelz Casino representatives and was provided with different information, and I would like to share with you the results of my search.

It does not happen often, and I would say very rarely, we had 2 temporarily closed complaints with Duelz Casino, where we have been waiting for the regulator’s decision. The casino representative explained it to me and also provided me with evidence.

Although the final IBAS's decision was really made, he mistook 2 different complaints and players, and although his claims (with the regulator’s final decision) were true, it is related to a different complaint on casino.guru. There was a misunderstanding and an error in communication.

We are humans and we are not infallible. A mistake can occur from time to time.

Therefore, for obvious reasons, I will temporarily close this complaint again and wait for IBAS‘s decision.

All necessary instructions were stated in my post when the complaint was closed for the first time. However, please note before another reopening of the case, we will require sufficient evidence and details.

Thank you for your understanding.

Best regards,

Branislav, Casino.Guru

Greetings all again,

Based on the update received from the player by email some time ago, the case was reopened.

It looks like IBAS made the final decision regarding the matter. I have requested the complainant to provide me with complete details and information from IBAS since we have not been provided with all of them.

Dear Moiras,

I am sorry for the delay.

Can you please look at my last email and provide me with the complete information and details I requested?

We are looking forward to hearing from you.

Dear Moiras,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or do not require any further assistance, we will reject the complaint.

Mums in hospital she will update you soon

Alright, thank you for letting us know.

I am extending the timer by a longer period.

Looking forward to hearing from her/you soon.

Dear Moiras (or someone who is replying),

We are extending the timer by 7 days. Please note we are not able to keep the complaint open for an indefinite period, and in case you fail to provide us with the requested and relevant information in the given time frame, the complaint will be (temporarily) closed/rejected. However, it is possible to request a reopening at any time in the future.

Thank you for understanding.

Hello, Mum still in hospital hoping to get out by Monday 22nd May. She will want to update you as IBAS have replied but she wanted to appeal it as the information they stated is wrong.

However IBAS told her she can’t appeal as Duelz is no longer a member as of January this year and they have registered with someone else. By doing this IBAS now have no authority with Duelz and Mum can’t open a new complaint as one has already been opened with IBAS

IBAS based on info from Duelz indicated a 3rd party was involved but all 19 transactions that were deposited came out of mums account and she can prove this. She did get money back which was her deposit money (minus the winnings) the full total went back to mums account. If another user had as IBAS indicated deposited money into mums account using their own account the money refunded would have gone to them as the money needs to

Dear Moira's representative,

Thank you for letting me know.

As for your claims - if there is a suspicion that a 3rd party was involved, although the funds could have been deposited from Moira's bank account, and the refund could have been made back to her account, it does not have to mean that another person was not involved. Therefore, I requested additional details and all the necessary documents and data from Moira in my last email regarding this complaint.

Now I am extending the timer on top of our standard processing times for complaints, until Friday (May 26, 2023), and I will wait for an email from Moira with all the requested information.

Please note if I am not provided with the relevant data and documents until the current timer expires, the complaint will be closed/rejected. In the meantime, I will also update the disputed amount.

Looking forward to hearing from Moira.

Hello,

I raised a complaint with IBAS at the very start of this provided heaps of proof and documentation. IBAS sat on it for approximately 8 months even though I continually chased it via email, IBAS stated on numerous occasions over numerous months they were waiting on information from the gambling commission and until they received it nothing could be done.

I contacted the gambling commission myself after about 7 months of continuously asking IBAS what was happening to no avail. The gambling commission were as confused as I because it is not normal protocol for them not to respond promptly. As far as they were aware they knew nothing about this.

Funnily after involving the Gambling Commission they eventually after weeks of back and forward came back with a verdict.

Now bare in mind each deposit was proven to come from my bank account with my own money and could be traced. They said I was not entitled to the winnings as a third party had been involved. Now if a third party had been involved and using my account they would have had to fund it with there own bank account yet all deposits were traced back to my account from my money.

They said in fairness I was entitled to receive all the deposit money back I had paid to the casino group. I asked for a breakdown of where they were depositing the money to but did not get it. So all deposit money was returned to the owner of said deposits. Given IBAS indicated a 3rd party had been involved you would expect some of the deposit money go back to them but it difnt it all came to me this proved all money deposited came from me as it was all returned to my bank account in my own name. Nobody else.

I decided I was going to appeal the IBAS decision as no 3 party was involved as they were insinuating to be told I could not appeal as DUELZ had left IBAS and joined another company meaning they no longer had any jurisdiction over them. I cannot appeal or raise a new claim with the new company as one had already been opened. This leaves me with an extremely unsatisfactory result. What IBAS came back with is inaccurate information based on what DUELZ advised and even though I can prove it is inaccurate there is nothing I can do. I do wonder why IBAS sat on this for so many months and told me the Gambling Commission were holding it up yet they knew nothing about it.

I’m sorry I have been in hospital can you please advise what data and detail you requested ? I am happy to provide anything you need to exonerate myself.

Dear Moiras,

Thank you for your emails, and I am sorry for the delay.

Although the casino changed its ADR to eCOGRA and IBAS made its final decision, however, since you should have been provided with the option to appeal the IBAS decision, but you were not allowed to due to this change - did you attempt to submit a complaint to eCOGRA?

As I can see, your appeal was impossible and not reviewed because IBAS is not already ADR for Duelz Casino. Based on this fact, it could be worth it to at least try to file a complaint to eCOGRA without providing the information that it was handled by another ADR in the past (choosing another option to be able to make a complaint), but to explain it in detail upon submitting the complaint with all the necessary details and attachments, mentioning the fact that although it was previously handled by IBAS, it was not possible to exercise your right to appeal the IBAS's decision.

Also, I would highly appreciate it if you could provide me with the following information:

• When did your daughter register on GAMSTOP and self-exclude herself from gambling, and for what period?
• How is your daughter connected to the payment method that you used to fund your account in Duelz? Do you have a joint account? Did your daughter have access to your account, or did she use any e-wallet or bank card that was somehow connected to your bank account? Is it possible that she used it in any way with any of her casino accounts in the past?
• I see you use a Gmail account. Can you please send me all the emails from IBAS (mainly the one with the final decision and the attachment(s)) as follows: right mouse button click on each email, use the option "Forward as attachment", and send them this way to my email (branislav.b@casino.guru). I recommend using a PC for it.

In the meantime, I will also try to ask one of the casino's representatives for details and will let you know if I was able to get any further information.

Looking forward to hearing from you.

Hello,

When I found out the ADR had changed I sent the new ADR an email with all the details but they did not respond.

My daughter self excluded 04/03/2022 14:05 for a period of 6 months and that time has lapsed but she has chosen not to have it removed at this present time even though the time has expired. My daughter is not connected in anyway to the payment method, ewallet bank card or otherwise. I believe they confused the connection with my daughter due to the mobile phone as I was using an old phone she gave me as my own was broken and that is potentially where my daughter’s association began and ended. I explained this on numerous occasions to Ibas and Duelz, I solely deposited all the transactions using my own card with my own money and to my knowledge and hers my daughter has never used my card at Duelz for her own account which she actually voluntarily closed we think prior to me opening one.

One of the reasons I wanted to appeal is due to the above confusion and I wanted the evidence sent to me that should my daughter had used my card on her account as we believe this is inaccurate.

I will send on all the emails I have to you.

Regards

Moira

But your complaint was submitted on April 10, 2022. Do I understand correctly that the winnings were obtained at the time your daughter was still self-excluded?

Did you and your daughter send money to each other? Is it possible that there could be payments visible in both your and her bank statements provided to the casino during verification?

Is there any progress regarding the complaint submitted to the new ADR? If yes, what information did you get?

However, you sent me only 1 PDF file instead of the requested email(s). Therefore, I will repeat the request.

"I see you use a Gmail account. Can you please send me all the emails from IBAS (mainly the one with the final decision and the attachment(s)) as follows: right mouse button click on each email, use the option "Forward as attachment", and send them this way to my email (branislav.b@casino.guru). I recommend using a PC for it."

Hello,

I have now forwarded on the IBAS ruling email I received hopefully you will be able to open and read it. 

I live rent free with my daughter and son-in-law and it is not uncommon for me to send money to my daughters bank account, my son/in-laws bank account or my grandson for that matter. Likewise they send me money to get things for them. 

My daughter buys most of my clothes & shoes online for me and I just send her the money for them and if I need anything else she get it for me. Sometimes I ask my son-in-law to get something from the supermarket or if it’s a present for my daughters birthday e.g

I cannot speak on her verification documentation that was provided but it may be possible my bank details were on a transaction/s showing on her bank account if I had purchased something at that time. 

At the time I joined and was playing then won my daughter had already self excluded and I think her account was actually closed as per her request. Other than using my daughters old phone she has no involvement in this what’s so ever.

I have had no response from the new ADR but the rules are quite clear if you have already raised a complaint from one ADR you cannot raise another with a new ADR meaning I am in limbo. I cannot raise a new complaint and after almost 9 months of chasing and getting a ruling I cannot appeal it either. 

I raised a complaint on IBAS themselves as they kept telling me they were waiting on information from the gambling commission and on checking this with the gambling commission personally they confirmed that they were in the dark as to what IBAS was saying. I had several calls with the gambling commission and sent emails to them showing very clearly the email trail from IBAS continually stating the were waiting on information from the gambling commission before a ruling could be made. They had, had no contact with IBAS regarding my case and did not know what information was required and confirmed it strange and unusual especially the length of time as they don’t take the length of time IBAS indicated they had been waiting to reply to a query it is normally a quick response turn around

After raising a complaint against IBAS, they suddenly decide to discuss my case at and deem they can make a ruling based on the information they have had right from the very start. Funnily in the space of a few weeks  Duelz has left IBAS and went elsewhere. I would assume IBAS must have know Duelz was leaving and going elsewhere and potentially shelved my complaint or dragged it out to the point they were no longer responsible for them. 

My initial IBAS complaint was raised in March 2022 and after 6 weeks I started getting "we are waiting on the gambling commission coming back to us" it’s went onto December until I forced the issue by speaking to the Gambling Commission.

Below is an extract of the operators response noted in the ruling from IBAS the reason I have highlighted this is because it is completely wrong. I had 19 deposits to Duelz and each and everyone of those was shown to have come from my bank account in my name so the proof they provided was wrong the payment method used to fund those deposits was registered as being in MY NAME and NOT anyone else.

Also all monies they did return went into my account if someone else had funded my DUELZ account using there own card not registered to me the money should technically be returned to them.

The company states that the person who they believed to be operating the account had used different personal details in an attempt to open other accounts despite having self-excluded and registered with GamStop.

This was me because DUELZ blocked my account without any notification or communication and I thought I had broken my user so was trying to access the site only with the view to reaching the CHAT option so I could actually chat to a person about what was happening. I started to panic when I tried different details to gain access to chat but just to be clear even though I was trying everything to get to the chat area no new accounts were actually created. I did not realise DUELZ had locked my account I thought it was something I was doing wrong. Just to be clear I MYSELF WAS NOT self-excluded or registered with GamStop

Operator Response

2. The company have responded that their initial automated checks had not detected the link to the other account but further manual checks into the card used to fund the account had led them to believe that it was in fact being operated by a person who had self- excluded. They have provided database records which show the payment method was registered as being in that person’s name.

4. The company also state that the person who they believed to be operating the account had used different personal details in an attempt to open other accounts despite having self-excluded and registered with GamStop.

Dear Moiras,

Thank you for your emails.

You forwarded me an email from IBAS without attachments before, then you sent me only a .pdf file attached to the email. Recently, you only forwarded me the same email/.pdf file.

Is there any special reason why you did not send me the emails from IBAS according to my instructions?

"I see you use a Gmail account. Can you please send me all the emails from IBAS (mainly the one with the final decision and the attachment(s)) as follows: right mouse button click on each email, use the option "Forward as attachment", and send them this way to my email (branislav.b@casino.guru). I recommend using a PC for it."

It is necessary for us to have the original emails from IBAS in the requested way. Not forwarded ones or just attachments from those emails. Each email conversation should be attached to a new email as an attachment, as a complete email.

Could you please provide me with the emails from IBAS following my instructions, to send them as attachments?

There is no specific reason I thought I had done it correctly. I want you to see the document so you could see what I am saying. I will try again.

"Is there any special reason why you did not send me the emails from IBAS according to my instructions?"

Hello. I have now found out how to send you a copy of the email hopefully as you asked.

Regards

Mrs Moira S*****

Dear Moiras,

Thank you for your emails. Although it was not what was requested, we are able to accept it in such a form.

Unfortunately, after gathering all the necessary information and having an internal discussion with the team, we are rejecting this complaint - there are reasonable grounds to believe we are talking either about 3rd party payments made to your casino account and/or operating of the casino account by another person and/or using of multiple accounts use and/or someone else's personal information used to bypassing the casino's system restrictions regarding self-excluded persons. Everything means a breach of the casino's Terms and Conditions, and it would be very difficult or likely impossible to prove something else. As we can see, IBAS's decision is substantiated by data and evidence, and there is a very low chance that in case of appeal, they would change their decision. Successful verification is a must to be able to withdraw any funds from your casino account, and it could not be done for several reasons discussed above and presented in IBAS's final decision.

The casino acted in accordance with its terms and conditions. Basically, we were waiting for ADR's final decision, and it was made. Since IBAS is one of the better and more reputable ADRs, we do not have a reason to question their decision. In addition, the casino refunded all the deposits made to the disputed casino account. Thus, the casino put everything into the condition as it was before you start playing there.

As was mentioned earlier, you can consult UKGC directly, or submit a complaint to eCOGRA according to my instructions, however, the process will probably end in the same way.

I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

If you have any questions or if there is any news or progress, feel free to write to me at branislav.b@casino.guru.

Best regards,

Branislav, Casino.Guru