Onlywin Casino - Player’s account has been closed and funds are blocked.

The casino blocked my account with 630eur in it.

I had 2 successful withdrawals before, 400 and 200 our, but after that I was told that my account was blocked because I edited my id.

I see the casino has a very good rating and I thought there must be some mistake or misunderstanding on their side. But they simply said there is nothing they can do and the account was blocked permanently.

I did not edit any information and I have no idea how I can edit my id. They asked for id, address proof and a selfie with id. Address proof and selfie with id was verified but for some reason they say the id was edited. First of all, I did not edit anything and don't know why should I. Secondly, how can a selfie with the id be verified and the same id be edited. There is no logic in that and I am sure there must be something crazily wrong there. But as I said they just told they could not do anything and that is it. I do not care about the casino account, I don't need to play there anymore, but I want to get my money.

I can send the documents that I sent them so you would see there is nothing wrong about them. Hopefully, casino will reply to this complaint and the situation can be solved here.

Dear limeon44,

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. 

• Did the casino specify how the document was edited?
• Could you please forward all the relevant communication between you and the casino 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

No, the casino did not specify how the document was edited. They simply told me that and closed the account.

I have sent you an email with the chat that I had with onlywin casino

Hi limeon44,

Really sorry about your experience with us. Thank you for bringing up the issue, it will help us improve the process of veryfying the documents. We have opened a ticked with our anti fraud department today to double-check the documents in case a mistake was made.

Can you please specify if you have a valid driving license in case another document would be needed for them.

Will keep you updated about the status of the ticket once we get a reply from them.

Kind regards,

OnlyWin team

Yes, I do have valid drivers license.

Hello everyone,

Thank you OnlyWin team for your assistance in resolving this case.

limeon44, let's give it a few more days so that the casino team has enough time to investigate the issue. Please, keep me informed about any further developments.

Hello everyone,

Thank you for the additional time on the case and thank you limeon44 for waiting. I just received a reply from anti-fraud team and here's what I got from them. 

"We rely on a trusted outsource service (Sumsub) for security checks and it returned a rejection status on player's ID verification. We checked it again while the case was opened and still got the same response. According to section 14.7 in our T&C once the account is terminated due to such cases, the balance isn't refunded and the player's account is blocked. See the report attached to the conversation with the employee who conducted the request data hidden."

Please refer to the screenshots of the report for more information.

Re the withdrawals which you managed to make. There is a limit of what can be withdrawn using a certain payment option without a verification being done according to our T&C (section 8.1). 

Please let me know if you need any additional information I can gather from our team, I'd be glad to do that.

Kind regards,

OnlyWin team

Thank you OnlyWin team for providing additional information.

limeon44, is there anything you would like to add here?

I have done plenty of verifications with other casinos before. And if something is rejected you are always asked to send either a better quality or something like that. And actually this is the same what happened here as well, I received an email that my id was rejected so I took my id and made a photo with my phone while holding the id in my hand. And now they are sending you the reports where my first id was rejected. But they did not block my account then. I was able to upload another photo and then they decided to block the account but for some reason they send you the reports with the first rejected id. They do not send the report with another uploaded photo.

And also there is no logic in that, I uploaded a selfie with my id and that was approved, so how come this can be approved and the id rejected. I do not know the reason behind why it was rejected but there is nothing wrong with my id and they know it, because as explained I sent them another photo. They simply do not want to pay out. I do not understand how come can you block the account and say this document was rejected and we do not care that the other document (same document only another photo) was ok.

By the way, that was the email they sent when they rejected the document:

"The document "id1..jpg" you uploaded earlier did not pass verification. The reason is The uploaded photo isn't acceptable. Please upload a new photo of your Proof of Identity )POI).. You can re-upload copies of documents in your account."

But in reality they do not care. I uploaded the new photo but no, they are saying we will block the account even though the first was rejected and we asked to re-upload a new one.

limeon44, could you please forward me the ID photo you sent to the casino? My email address is kristina.s@casino.guru.

I sent you an email with the documents

Dear Limeon44 and Kristina,

Attaching another report with a security check on the new photo that was uploaded. Unfortunately, the result is the same.

Kind regards,

OnlyWin team.

Hello everyone,

limeon44, unfortunately after reviewing your documents, we came to the conclusion your documents don't appear to be genuine. Therefore we understand the casino's decision to enforce their terms and conditions.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.