The player from India had submitted the requested KYC documentation and had it accepted, only to find his account blocked and his withdrawal of 8795rs declined. The player had tried to withdraw his winnings after his KYC was approved, but the casino rejected the withdrawal and blocked his account, citing involvement in fraudulent activity. The player had denied these allegations and had requested proof from the casino, which was not provided. We had attempted to mediate by inviting the casino to participate in the discussion, but the casino had refused to share any player-related information due to its internal policy and GDPR. Unfortunately, without cooperation from the casino, we were forced to close the complaint as 'unresolved', which negatively affected the casino's rating. We advised the player to contact the Curacao Gaming Authority for further assistance.
PlaySQR Casino - Player's account blocked after KYC submission.
Black points: 41
Amount: 8,795 INR
PlaySQR Casino
Safety Index:LowNo reaction policy, passive regulator
UNRESOLVED
Case summary
I have 8795rs In my account and do withdrawal but casino request for kyc also I completed my kyc now casino has take my kyc after that block my account and decline withdrawal pls chek and solve
Hello Pk9523,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with PlaySQR 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 spoke to the casino and what was it about? Did they explain the reason of the block?
Looking forward to your answer.
Regards,
Nick
1st I want to try withdrawal my money but withdrawal page is locked due doto no kyc so 1st I submitted my documents for kyc and after 24h my kyc was approved then I placed withdrawal after 48h withdrawal is rejected but I again placed withdrawal but again withdrawal rejected when I login in my account it's showing account block ,when I chat with casino team they tell your account has involved in fraud activity but no giving any proff rheny only tell ilae have right to do this according to our t&c that's it
Hello Pk9523,
Can you please forward the communication between you and the casino to nikolas.b@casino.guru?
Hello Pk9523,
Did the casino specify the exact reason of closing your account, did they specify any term?
They didn't any specify the exact reason,only give to reason that opposite betting but not given any proff ,I request him to give proff or any casino name where I placed this type of bet but they denied and tell we have right to close your account
Thank you Pk9523 for all the information provided. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Hello Pk9523,
This is Tomas and from now on, I will be assisting you with this case. In order to help you resolve the problem, I will now contact the casino.
I'd like to invite PlaySQR Casino to join this conversation and participate in the investigation.
Could you kindly explain the reason for blocking the player's account and withholding their winnings?
Thank you.
Best wishes,
Tomas
Casino.Guru
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 Harsheet99,
We have been provided with the information that they cannot share any players-related information, nor players' activity details or internal processes details with 3rd party, so 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. Unfortunately, we are not able to force the casino to cooperate in resolving the complaints, and they likely do not want or cannot provide us with the necessary data due to its strict internal policy and GDPR. There is not much that can be achieved without cooperation from the casino's side.
However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.
If you feel you want to take this complaint further you can contact the Curacao Gaming Authority (info@gaming-curacao.com) and submit a complaint to them. It is rather a passive licensing authority but it may have more options and tools to help players.
In case of any questions or receive the results of the regulator's investigation, do not hesitate to contact me at tomas.k@casino.guru
I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this.
I am sorry I could not be of more help on this occasion.
Best regards,
Tomas
Casino.Guru
