Odds96 Casino - The player's account got blocked.

Hey team, i deposited in odds96 Amount 1550₹ INR and played and won approx 23k and i did kyc for withdrawal but they didn’t verify my account and blocked without any proper explanation and now saying to wait 3 days, i give them my documents and they blocked me, this is really not fair with users, i kindly request you to please help in this matter.

Hello Satish0971,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Odds96 Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you speak to the casino and what was it about?

Please note that the verification process may take up to 14 days and the casino may block the access to your account until it is finished.

Looking forward to your answer.

Regards,

Nick

I submitted documents on 22th feb and documents was verified on the verification page, but after 2-3 hrs i trying to login my account then its showing blocked. I speak with last time via email also attached the screenshot on previous chats, kindly have a look in the matter and help me.

Hello Satish0971,

Could you please advise if you did send them the requested documents again? Did they specify what was wrong for the first time?

So far it seems like a standard verification process.

Dear Satish0971,

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.

They are nớt requested any documents yet, only saying that i have breach their t&c.

Hello Satish0971,

Can you please forward the documents you sent to the casino to nikolas.b@casino.guru together with your casino registration details?

Below i have attached the documents which i have sent to the casino odd96, and at time of signup they only asked for email id and password so that their is nothing(personal details) asked at the time of signup and also their is no option available in odd96 to fill personal details.

Thank you Satish0971 for the information provided. I will now forward your complaint to my colleague Stefan (stefan.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear Satish0971,

I am so sorry to hear your account got blocked. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a representative to join this conversation and participate in the resolution of this complaint.

Dear Odds96 Casino,

Could you please state why the player's account got blocked? Is there any problem with the provided documents? Could you please provide us with the evidence? You can send it to my email address stefan.m@casino.guru.

Thank you in advance for providing the information.

Kind regards,

Stefan

Hello,

Customer violated the terms of service agreement and failed verification procedure.

Customer has posibiliy to log in to the account and withdraw the deposit.

Kind regards,

Odds96

Dear Odds96 Casino,

Could you please specify why the player hasn't passed the verification process? You can send evidence to my email address stefan.m@casino.guru.

Thank you very much in advance.

Kind regards,

Stefan

Email has been sent.

Dear Odds96 Casino,

I kindly ask you to provide us with the evidence as we cannot investigate further without that.

Thank you very much in advance.

Kind regards,

Stefan

Hey stefan, odds96 unblocked my account and allow me to withdraw my deposit money only, but when i login my accounts i seen on 24th March already 21693₹ amount withdrawn completed showing, what the hell is this man? Totally fraud casino odds96 shame on you people.

Dear Odds96 Casino,

Could you please explain what happened to the player's withdrawal? Should he expect the payment to his account?

Thank you very much in advance.

Kind regards,

Stefan

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.

Hi,

Unfortunatelly, we are not able to provide you any customer documents as it is a violation of GDPR. Casino guru is not government or regulated institut.

In regards, withdrawal (Customer successfully withdraw the deposit): winnings have been deducted in accordance with the terms of service:

1.6. You accept and acknowledge that we reserve the right to terminate a Client's account immediately and/or restrict Client's access to the Website (up to 30 days while undergoing departmental inspection), and cancel any or all Client's bets and winnings, if we find out that:

1.6.1.4. a Client provides false, manipulated, inaccurate, misleading and/or incomplete information about his/her identity and/or fake or stolen identification documents. 

Kind regards,

Odds96

Dear Satish0971,

Unfortunately, since we have not received any evidence from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

There is one more possible way how you can try to get your winnings back - to file a complaint with the gaming authority the casino is regulated by - Gaming Curacao. It is possible to file a complaint via the official website (http://www.gaming-curacao.com/) and use a "Contact" button or by sending your complaint to info@gaming-curacao.com. Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if it is needed. However, please note the casino's license is unverifiable, which means that the casino may operate without any valid gaming license and in that case, the regulator will not help you with the issue.

If there is any progress with your issue or you need help, please let me know at stefan.m@casino.guru.

I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Stefan, Casino.Guru

We’ve reopened this complaint at the request of Odds96 Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Hello Satish0971,

I have discussed the complaint with the casino representative and it seems like you haven't passed the verification. Could you provide me with your ID? You can send it to my email address stefan.m@casino.guru.

Thank you very much in advance for providing the information.

Dear Satish0971,

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.

Hello Satish0971,

I am in contact with the casino representative outside of the complaint and it seems there is a problem with your ID. Could you provide us with your ID? You can paste it here or you can send it to my email address stefan.m@casino.guru.

Thank you very much in advance for providing the evidence.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.