PlaySQR Casino - Player's account was blocked on duplicate suspicions.

I have done the kyc in playsqr the support team verified my kyc and did not said anything after when i did my withdrawal they are saying i am havinga duplicate account (which is not true) and they just cancelled my withdrawal and blocked my account and now I don’t have access to anything🙂

Dear bhaveshsinghal2905, 

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. Is there any chance that someone from your household or using the same IP address has also created an account at this casino? Could you please advise if you have passed the KYC verification? Have you accumulated your winnings with or without an active bonus? 

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, 

Veronika

Dear bhaveshsinghal2905,

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.

No i am only there in my household and and yess i have passed the kyc verification while being on chat with their customer service and i have accumulated my winnings without bonus

Thank you very much, bhaveshsinghal2905, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello bhaveshsinghal2905,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite PlaySQR Casino to join the conversation.

Dear PlaySQR Casino,

Please forward me the evidence of the supposed multiple accounts of the player to michal.k@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 bhaveshsinghal2905,

I managed to get in touch with the casino representative, but sadly they have informed me they cannot share any evidence with us to support their claim that you have opened multiple accounts and later they became unresponsive to my emails.

I'm afraid there is not much that can be achieved without cooperation from the casino's side. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. 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 here (info@gaming-curacao.com) and submit a complaint to them. It's not the best licensing authority but it may have more options and tools to help players. Let me know if and how they replied at michal.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 we could not be of more help on this occasion.

Best regards,

Michal

Casino Guru