NANOGAMES.IO Casino - Player's account has been banned.

I was van from playing there, no specific reason have they given me and I was told to kyc. I completed the kyc and was denied, still no specific reason.

Dear jthor1002,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address? Were your winnings accumulated with or without an active bonus? Was your account previously verified?

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

Best regards,

Petronela

Same IP address as in on the same device or same internet? Because if it’s internet then my neighbor and I both play at that casino we sometimes use my Wi-Fi and sometimes use his. Depending on if we playing at who’s house sometimes only. And no any funds I have in there is not from any bonuses.

Thank you, jthor1002, for your reply. Could you please advise if you recognize the following player's information:

Ma***ou X****

ca*****oins@gmail.com

Dear jthor1002,

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.

that is my girlfriend

Do you and your girlfriend share any of the following: household or email address, telephone number, same payment method, IP, or device? Does your girlfriend have an account in the same casino?

Dear jthor1002,

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.

We only share the same payment method because I don’t know how to deposit crypto so she does it for me only

Do I understand correctly that you used your girlfriend's payment method to deposit funds into your casino account?

I have checked the terms and conditions, and this is what I found (here):

2.1.7. In relation to deposits and Withdraws of funds into and from your Member Account, you shall only use Ethereum that are valid and lawfully belong to you;

Furthermore, please check our Fair Gambling Codex for Players: 

"Payments

For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations."

Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card or this possibility is communicated beforehand. Technically it is very difficult to check who’s the owner of the payment method at the depositing stage. This can be checked only during the account verification, which is usually done when a withdrawal is requested. Therefore, it is a player’s responsibility to use allowed payment methods only.

If you’re not able to prove that you are a legitimate owner of the payment method and you haven’t received approval from the casino allowing you to use a third-party payment method, I’m afraid there’s not much we can do for you. 

Thank you very much in advance for your reply and understanding. 

Dear jthor1002,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.