Odds96 Casino - Player’s account has been blocked.

i registered an my account on odds96 on 11 may my registered email id is s******@gmail.com and registered mobile number is +91***** my user id is 632******, i made deposit of 1310, did not took any bonus and played live casino and won around 18k, on 31 may i was requesting withdrawal of money, and for that kyc is demanded by them, to which i submitted my aadhar card with selfie, but to my surprise they simply blocked my account stating my account is blocked due to security reason and will not be opened , and they have also deducted my winnings, i even mailed them my documents and asked them if their is any issue in my kyc, i am ready for video kyc also, and if any more documents are required , i can provide them, but now they are simply ignoring my emails, i request casinoguru to kindly intervene in this matter and help my in getting my winnings

Dear sagu630, 

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents have you provided? Have you provided all the required documents as soon as possible and in the correct format? Could you please forward the identity documents the casino rejected to veronika.l@casino.guru?

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, 

Veronika

i have uploaded my aadhar card as proof of identity front back and my aadhar card with selfie asked by odds 96 casino, i have also emailed you my documents at your email id, i will be waiting for next update, thanks

Dear sagu630,

After a thorough review of your case, we have to agree with the casino's decision to permanently close your account. The documents you have provided show signs of editing, which is not allowed, in fact, it could be considered a criminal offense and is in direct breach of the casino's terms and conditions. It is your responsibility to provide only real, truthful documents issued by official institutions. Any attempt to use fake or forged documents is not tolerated.

Because of the aforementioned reasons, we have to reject your complaint.

I strongly advise you to refrain from any attempts to use documents of questionable authenticity in the future.

If you run into any issues with this or any other casino in the future, don’t hesitate to contact us. 

We are here to help.

Best regards,

Veronika