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Hello , im playing in csgo500 more than 1 year ago , i did my kyc level 1 the first day , all this time was perfect until February 3, which was my birthday, they sent me a message to give me a prize for my birthday because I am emerald level 881, they told me to fill out the kyc 1 again and do the kyc 2, after half an hour and several questions they gave me a birthday bonus of $200, they congratulated me, I thanked them and that was it. The next day after having a good streak of 50,000 I doubled my money to 100,000 and I went to withdraw 40,000 and when I tried to withdraw they blocked my account , and they told me to fill out the kyc1 and 2 again, I did it and they started to tell me that they were not going to unblock me, that I was not the person on the account, and that's how we have been for these 3 days

Dear florespina,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 500 Casino.

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

• Could you please share with me your communication with the casino regarding the allegations against you? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Could you please specify what personal information was filled in your player's profile and whether the documents you submitted contained the same personal information?
• Could you please explain which documents you submitted for level 1 and level 2 verification?

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

1- Hello, I have now sent you 4 communications from these days, from my birthday and subsequent ones.

2- These days I played classic casino games, but in these almost 2 years I have played almost everything

3-4 My KYC was the same as 2 years ago, thats why they contacted me on my birthday to give me the birthday bonus. At that time they asked me to fill out the KYC1 again and additionally fill out the KYC2, which I did with an electricity bill

Thanks for your reply.

I went over the provided information.

The casino is under the impression the account belongs to another person.

• Could you please advise who is the owner of the account?
• Have you registered an account by yourself, using your personal information to fill the player's profile?

Thanks in advance for your reply.

I am the owner, i did the kyc1 with my data the day I created the account , that's why they contacted me now on my birthday , They also tell me the same thing that they think I'm not the owner but they don't tell me anything else.

I told them to trespass me if they dont want me to play there anymore but they should give me my money back, They already told me all of this in the conversations I sent you about they say that im not the same person but they dont tell why they say that

Thank you very much, florespina, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.  

Hello there,

Thank you florespina for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask 500 Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help resolve this issue.

Thank you!

Hello there,

The user was requested to update his KYC as we believe the KYC used belongs to a different person.

After much back and forth with the user, the user did submit a different person's ID that's more appropriate to the player's behavior. However, the user did not go through with the KYC verification process and then re-submitted the old KYC documents.

We have strong reason to believe that the original KYC information used does not belong to the user using our service, but rather to someone else. And with the different ID submitted that better matches the user's information and behavior, that confirms our suspicion.

The user has been offered multiple opportunities to complete the verification process using their own information. However, they keep insisting that the information is true even though they did submit the KYC needed once even though they did not go through with it.

Submitting fake KYC information is a serious violation of our Terms of Service.

With all that mentioned, the user was also presented with an exception on our side to complete the verification process using the correct information. However, the user failed to do that within 7 days.

Kind regards,

Thank you for the update 500 Casino representative. Would it be possible to provide me with information used for KYC for review? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Hey Peter,

We have sent you an email with the requested details.

Kind regards,

500 Casino

Thank you for providing me with the information 500 Casino representative.

Dear florespina, as you may know, it is an industry-standard that one person may only operate one account in their name but unfortunately from your verification, it is impossible to determine if you used your account yourself or if someone else used it in your name. With that in mind, we believe the steps the casino has taken to be justified and we will subsequently reject your complaint. 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.

Kind regards,

Peter