Legzo Casino - Player's account was blocked after video verification.

I registered at this casino about a week ago, made my deposit and played slots. I won 433,000 UAH, after which I made a withdrawal request.The next day, I was no longer able to log into my account, I contacted legzo casino support, where they told me that I needed to go through video verification. After passing the video call, I can’t log into my account until today. The casino support told me that my account was blocked because I didn’t pass video verification, but I think that I answered the casino’s questions, and there is no reason to block my account. Please help me figure out the situation.

Dear konevychyulianna23,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Legzo 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?
• Before the casino requested a video verification, did you submit any documents for a standard verification?
• What games did you play to accumulate your current balance in the casino? (slots, live games, multiplayer)
• Did you achieve your current balance 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,

Tomas

Hello Tomas.

I was a casino player for 2 or 3 days, after which the account was blocked.

Yes, I submitted documents for standard verification, a photo of my passport and a selfie with it.

I played slots.

When I signed up, I received a 100% welcome bonus on my first deposit and 500FS

Could you please send me the relevant correspondence you received from the casino regarding the issue? Send any emails or chat transcripts to my email at tomas@casino.guru

I sent you everything I had. Legzo casino does not send any emails about blocking the account. Until I wrote to the chat myself, I did not know that the account was blocked. I think they just do not want to pay me a big winnings.

Thank you very much, konevychyulianna23, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@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 konevychyulianna23,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask Legzo Casino to join this conversation and share more information regarding the case.

Can you please provide any reasons why the player's account has been blocked?

Thank you.

Best regards,

Tomas

Hello, dear player! Your account has been blocked and your winnings have been canceled due to violations of the rules of our site 18.2.3, 18.3.3. and 18.3.4, with which you agreed upon registration. During the video verification process, you did not confidently answer questions, and also looked away, as if reading something, there were also questions that you answered incorrectly.

Best regards,

Legzo Casino!

Good afternoon, I don’t participate in video calls every day and I can’t talk to the camera, so I look away at the image. Perhaps I answered some questions incorrectly, because I was worried, and you yourself know what the situation is in our country, and It's very hard to not be excited.

Dear Legzo Casino,

If that is the case, could you kindly provide us with the verification video so we can review it in order to confirm your decision? Here is my email address: tomas.k@casino.guru

Thank you.

Kind regards,

Tomas

Hello, Tomas! We've sent you the evidence tomorrow, with all the details.

Best regards,

Legzo Casino!

Sure. Let me know then.

Thank you.

Kind regards,

Tomas

Dear Tomas, we've sent proofs be email and waiting for your feedback.

Sincerely,

Legzo Casino!

Dear Legzo Casino,

Please check my reply and let me know your thoughts.

konevychyulianna23,

I will soon update you on the investigation progress. Thank you for your patience.

Kind regards,

Tomas

Dear Tomas,

I've answered you by email, thanks for feedback.

Best regards,

Legzo Casino!

Dear konevychyulianna23,

I was provided with evidence supporting the casino's decision. Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions - specifically, violating the following terms: 18.2.3, 18.3.3. and 18.3.4.

Although the video recording was not available, the audio recording provided enough evidence to back up the casino's verdict.

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 any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by.

Thank you, Legzo Casino, for providing the information and cooperating with us. However, we would like to suggest that having a video recording option available would be very helpful in the future.

Best regards,

Tomas