RickyCasino - Player’s account was deactivated.

Ich war glückglich genug einen größeren Betrag zu gewinnen. Mein Konto wurde erfolgreich verifiziert (Habe sogar eine Mail bekommen). Als ich dann eine Auszahlung angefragt habe, wurde mein Konto deaktiviert. Ich dachte, dass ist ein Fehler, da ich ja die KYC Überprüfung geschafft habe. Ich habe die E-mail angehangen.

Als ich den support geschrieben habe, scheiben diese immer nur das selbe. "your account was permanently closed in accordance with Anti Fraud Policy"

Ich habe gegen keine TOS verstoßen, und habe meine Einzahlung mehr als 3x umgesetzt. Das Casino hatte nur ein Problem damit Geld auszuzahlen, weil ich gewonnen habe.

Dear Swfs,

Thank you very much for submitting this complaint. I’m sorry about your problem. Please allow me to ask you a few questions to make sure I understand the situation completely.

How long have you been playing in the casino? Have you made any successful withdrawals before? Have you accumulated your winnings with or without an active bonus? Please forward any relevant communication between you and the casino to veronika.l@casino.guru.

I hope we will be able to resolve this issue as soon as possible. Thank you in advance for your answer.

Kind regards

Veronika

Hallo,

Ich habe die Einzahlung einen Tag vor meiner Auszahlung getätigt. Das war auch meine erste Einzahlung. Ich habe also erst seit ca. 1er Woche ein Konto bei der Seite.

Ich habe noch nie Geld abgebucht, nur eingezahlt. Einen Bonus habe ich nicht gewählt und ich habe somit auch nur mit meiner Einzahlung gespielt, ohne Bonusgeld.

vielen Dank

Please forward any relevant communication between you and the casino to veronika.l@casino.guru. Thank you.

Hallo,

ich habe keine Nachricht von Casino bekommen. Ich stehe auch nicht mit denen in Kontakt. Ich habe eigentlich gehofft, dass Sie Kontakt mit dem Casino aufnehmen, da die mir nicht weiterhelfen wollen.

Thank you very much, Swfs, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will assist you. I wish you the best of luck and hope to see your problem resolved to your satisfaction in the near future.

Hello there,

Thank you Swfs for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask RickyCasino for their help in resolving this complaint. We would like to know why was the player's account blocked and if we can do anything to help resolve this issue.

Thank you!

Dear Swfs, could you provide me with the documents you used to verify yourself at the casino so I can review them? Thank you in advance!

Just so I understand. Do you want me to send the the kyc files I submitted? Like ID, selfie, proof of adress and payment? Should I send this to your e-mail?

Thanks

That is correct, I would like to review them to see if there are any indicators of fraud as the casino has declared.

Thank you in advance!

Hallo,

ich habe gerade eine e-mail gesendet. Bitte behandeln Sie die Dokumente vertraulich und teilen Sie sie nicht mit dritten.

Danke

Dear Swfs, all data is treated confidentially as they are protected under the Data Protection Laws meaning any applicable laws related to the processing of personal Data, including the Directive 95/46/EC or the GDPR, and any national implementing laws or regulations.

I would like to thank you for providing the documents but I'd like to ask you to also provide the selfie with ID you used to verify with as that seems to be what the casino takes issue with.

Thank you in advance!

Hallo,

ich glaube, dass ich das Bild nicht mehr habe, da ich es auf meinem Handy gemacht habe. Soll ich einfach jetzt ein Selfie mit meinem Ausweis machen und ihnen schicken?

I believe that won't do anything as I was in contact with a casino representative and was informed that this selfie was clearly modified which resulted in your banning from the whole platform.

I have reviewed the casino's terms and conditions and found this:

ANTI-FRAUD POLICY

The Casino has zero tolerance to advantage play. Any player who will try to gain advantage of casino welcome offers or other promotions agrees that Company reserves the right to void bonuses and any winnings from such bonuses, for the reasons of:

providing of forged documents;

The Casino reserves the right to close your Player Account and to refund to you the amount on your account balance, subject to deduction of relevant withdrawal charges, at Casino’s absolute discretion and without any obligation to state a reason or give prior notice.

I will need the original selfie to prove that it was not modified, I believe it is possible to restore the original image as most modern phones have a junk file where deleted data stays for up to 30 days. If this is not possible I will sadly have to reject your complaint due to insufficient evidence from you.

Thank you for your understanding!

Hallo,

ich habe soeben eine Mail an Sie verschickt

Vielen Dank!

Dear Swfs, I have reviewed your verification photo and didn't find any clear signs of modification as the casino states. Could you please provide another selfie and a video of you holding the ID so I can verify with the casino representative that this is in fact you?

Thank you for your understanding!

Hallo,

haz das Kasino das Recht all das Geld zu konfiszieren? Ich habe schonmal bei Bizzo gespielt und die haben einfach die Gewinne abgezogen und mich meine originale Einzahlung auszahlen lassen.

I have reviewed the casino's terms and conditions and found this:

If, in our reasonable discretion, we determine that a player has engaged in any fraudulent, collusive, fixing or other unlawful activity we reserve the right to close such player’s Account and void any and all winnings in such Account. In such event, all Account balances (including both deposits and any winnings) shall be forfeited and we reserve the right to disclose information (including the identity of the player) to applicable parties including but not limited to banks, credit card companies and/or any person or entity that has the legal right to such information, and/or taking legal action against such player.

If you cannot prove that your documents have not been forged as I have stated before, sadly your deposits won't be returned. I'm sorry I could not be of more help.

Dear Swfs,

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.

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.