Maverick Games Casino - Player has not passed the verification.

I signed up at this casino and made a $300 deposit. I was given a $300 bonus. After a successful game, I had more than 4,000 dollars in my account. I have fulfilled the conditions for wagering the bonus. To verify my identity, I sent 2 documents confirming my identity and a selfie with a document, as well as 2 documents confirming my address.The casino then requested a video call. On the video call, I showed my face and documents. After that, the casino checked my documents for 20 days and then I received this message: "Hey Aleksei,

We have not been able to verify your account.

Can you please enact a withdrawal request for your original deposit of 300 USDT,

After this has been approved by us your account will then be closed. "

I don't understand why they want to close my account and return only the deposit. I provided the casino with all the documents they asked for. And I am ready to provide any help to confirm my identity.

Dear kamen,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise which games you focused on - slots, live casino, sports betting, etc.?

Do I understand correctly that this is the only explanation from the casino you received? If there is any other relevant communication between you and the casino, please forward it to 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 Christina. In this casino I used to bet on sports and played in the live casino, but now all my bets are canceled and only the amount of the deposit is in the account. The casino sent me this message: "Hey Aleksei,

This means we have not been able to verify your account and will have to close your account.

Before we can do that can you please enact a withdrawal request for your original deposit of 300 USDT,

If you're unsure of how to do this please let us know so we can help.".

Thank you very much, kamen, for your cooperation. 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 kamen,

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 Maverick Games Casino to join this conversation and share more information regarding the case.

Can you please provide any reasons why the player's winnings have been confiscated?

Thank you.

Best regards,

Tomas

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 kamen,

I'm trying to get in touch with the casino's representatives, so I would like to give this case one more chance.

I will now extend the timer once more to see if anything can be done here.

Kind regards,

Tomas

Dear Thomas,

Thanks for trying to help me. I posted a complaint on the forum https://bitcointalk.org/index.php?topic=5455433.0 where the casino representative promised to contact you. If necessary, I am ready to provide you with my documents and selfies with them.

Dear kamen,

I have received information from the casino that you should have contacted the Isle of Man gambling authority and communicated the complaint with them. Is that correct? Do you have any statement from them?

Thank you.

Kind regards,

Tomas

Dear Thomas,

I did contact the Isle of Man gambling authority. To my complaint, I received the following response from them: "Dear Player

I can confirm that we have now concluded our investigation and find that the Operator has acted in accordance with its Terms and Conditions which were accepted by you. The Operator reserves the right to reject verifications that have failed its process.

I believe that the Operator has informed you that you can withdraw your original deposit, but you have not yet done so.

We now view this matter to be closed, however if you have any relevant information you believe should be taken into account that you have not yet supplied, please feel free to forward it to us at your convenience."

I also want to add that the Isle of Man gambling authority did not ask me for documents, but completely trusted the opinion of the casino.

Dear kamen,

As you have confirmed that the regulator decided in favour of the casino, and as we do respect such decisions, I'm afraid there is nothing more that can be achieved here. I only recommend you collect your deposits back and let us know afterwards, so we can close this case accordingly.

I am sorry I could not be of more help on this occasion.

Best regards,

Tomas

Dear kamen,

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

Dear all,

As the player hasn't responded to our last message, we are closing this complaint in favour of the casino since the Isle of Man gambling authority decided the same, as already mentioned.

Kind regards,

Tomas