I'm confused by the casino's policy

[Pandu Geddon]

Then one day he received a message saying the account was suspected of violating the TOS. The user said he was not aware of any violation, the only thing he did was use the same account on different devices.

If you're just accessing the same account from a different device, it shouldn't be a problem for the account owner. But is the new device being used actually theirs? Or is it a friend's that might also be accessing the same betting site with them? If that's the case, it makes sense for the sportsbook system to see the account as problematic. 
If there's no loss, then just move on and find another more comfortable betting site.

[Hatchy]

What do you call this kind of situation? I mean how can we fight a decision like that if we believe we really did not break the TOS?

The user was not a VIP and no money was lost since the remaining balance was allowed to be withdrawn, but still it's confusing why the account was closed after passing KYC.

We can log into our casino accounts on different devices. I sometimes play on my PC and other times on my mobile devices when I’m at home.The truth is that some of these casinos seem to look for ways to block your account when they notice that you make frequent withdrawals instead of losses. Think about it..they would rather kick you out because you are winning and withdrawing money than keep you as a customer. There are just so many red flags that online casinos are beginning to show these days, and its quite alarming. If someone has already passed KYC, why would the casino still want to block their account? It simply doesnt make sense.
As some people have pointed out, not every casino is even willing to let you withdraw your full balance. Some may ask you to withdraw only a certain percentage, or risk getting nothing at all. That sounds ridiculous.

[Charcol]

If your previous activity was illegal or violated their rules, just because you verified your identity does not automatically prove it is valid. Many times we do not read or know the rules of the casinos. So we unknowingly violate their rules. In this case, whether the casino itself informed us which rule was violated is also a question.

No one can be called guilty just because they used it from an alternative phone, computer or any other device. Because these days it has become normal to use the same account on multiple devices. I think something else was caught in their rules or security system. And until we know the name of the specific casino and the specific terms and conditions, we can only guess. But we will not be able to find out the real reason.

[Fiatless]

I am just wondering what will make a Casino text a customer that they violated the TOS of a Casino and the fact that the customer also checked and found nothing like that is even more confusing. Since the person passed the KYC and yet they went ahead to closed the account shows that, the case was a personal issue or maybe they are scared that the customer will run their company down one by winning a huge amount of money. I would have call them scam but they allowed the dude still withdraw his money.

I don't see any problems in the situation the OP stated. There have been issues where an account is closed due to some flimsy reasons. In some cases, users are not given the privilege of withdrawing all the money in their account. Since the casino allowed the user to withdraw the full amount from his account, that's not bad. There are several casinos that he can move to since the platform closed his account. Businesses have the right to choose who they want to use their services.

[maydna]

Perhaps his mistake is using the same account on different devices and that rules is not written in TOS.. We should remember that casino own their business so they can accuse us with anything they can to prevent us withdraw our money.

But if the casino cares to their members, they will allow them to withdraw the funds or requesting them to passing KYC. Casino should informs the update rules if they modify the rules so members will know.

[Africolo]

Just want to get community's feedback/opinion about something I read before. There was a user who had been playing in a popular and reputable sportsbook for years, and during those years the account was still not KYC verified.

Then one day he received a message saying the account was suspected of violating the TOS. The user said he was not aware of any violation, the only thing he did was use the same account on different devices.

Since the casino required KYC and the user was confident he could pass it, he submitted his documents through a third party verification provider and passed the KYC. But even after passing, the casino still decided to close the account, though they allowed him to withdraw his money.

What do you call this kind of situation? I mean how can we fight a decision like that if we believe we really did not break the TOS?

The user was not a VIP and no money was lost since the remaining balance was allowed to be withdrawn, but still it's confusing why the account was closed after passing KYC.

Casinos can't just ban an account without having viable facts or evidence that such account is being suspected for a violation or it has actually violated the rules and regulations so mere fighting is not enough for them to reopen the account as they can go ahead to do whatever they wish for the account, KYCs are just a means of identifying who's the Owner of the account and making sure it's not used to scam others that's why KYCs are always required.

That friend of yours is just very lucky to have passed all the KYCs verification and got all the money that was in the account and I think since he has gotten his money he didn't loose so he should just look for another good platform and start his gambling activities than breaking his head over that one since his money is intact. There are so many other betting platforms which can be used if one is giving you issues.

[len01]

What do you call this kind of situation? I mean how can we fight a decision like that if we believe we really did not break the TOS?

Do we know for sure that the user in question did not actually violate the ToS?

Sometimes, a user may unknowingly violate a casino’s rules and continue to believe that they have never broken any rules. Meanwhile, casinos have systems capable of detecting each user’s activity, and reputable casinos usually have a reason for restricting an account or even banning it. But, sometimes the casino does not disclose the issue because there are certain matters that need to remain confidential in order to prevent a more serious problem from occurring.

[panjul07]

Can we have more detailed story of the user you are referring to and the casino's name? Are you sure that the user you are referring to is not hiding something?
If this story is really happened, why dont you try to reveal the casino so we can get better point of view or maybe we can ask to the official rep of the casino about the case?
However, passing KYC does not mean that an account will be free from the allegation from the casino as KYC can be used as an investigation process only.

[Bluedrem]

That's mostly what we see, users win a big amount then they are required to do KYC and sometimes the casino fails their verification. So even though we dream of winning big, at the same time we're also worried because of that possibility.

This is not something we want to happen, but there are casinos out there that may take advantage of users who cannot complete KYC. They allow them to play at first then later fail the KYC, so technically they can say they followed their rules but the way they do it can still be misleading.

Since they have the full right to do KYC verification, I think that even if a person submits his KYC correctly, he is deliberately failed in KYC verification. Because if they do not have to pay the amount of money he has already won by gambling, it may be profitable for them, but a trusted casino platform never wants to cheat users, especially those who want to establish themselves in this sector for a long time.

[Promocodeudo]

Perhaps since the person was making use of different devices is possible to have using a friends device that already have an account on the casino, that's if the casino Tos prohibited more than one account for a person, although even if this is not also there reason but however he might actually done something he couldn't remember because is obvious that the casino has a reputation and for the facts that even when they believe there Tos has been abused or violated they still ask him to withdraw all the money he has on the account speaks highly trusted to the casino and it doesn't look like a made up story like those casino that would froze account together with all the money the gambler has inside without a genuine reason for the block.

To cut the long story short, I think there is something the casino is not saying, since the person involved have been allowed to withdraw his funds from his account I don't see anything to worry about, this is a case of Tos violation as you assumed, casinos are not very that open with some of their decisions unless in the case where it involves withdrawal of funds and accusations is raised against them, for them to clear their name, that's if they want to come clean, they would respond with the evidence of what actually played out, howevwe, it would've make much sense if they had make clarity to what played out, for the guy to know so that he'll know where he went against their rules.

[DPHOR]

Just want to get community's feedback/opinion about something I read before. There was a user who had been playing in a popular and reputable sportsbook for years, and during those years the account was still not KYC verified.

Then one day he received a message saying the account was suspected of violating the TOS. The user said he was not aware of any violation, the only thing he did was use the same account on different devices.

Since the casino required KYC and the user was confident he could pass it, he submitted his documents through a third party verification provider and passed the KYC. But even after passing, the casino still decided to close the account, though they allowed him to withdraw his money.

What do you call this kind of situation? I mean how can we fight a decision like that if we believe we really did not break the TOS?

The user was not a VIP and no money was lost since the remaining balance was allowed to be withdrawn, but still it's confusing why the account was closed after passing KYC.

What I am even suspecting is that don't you think that the other device he uses to access the gambling doesn't have automatic VPN enabled with the mobile data is turned on?
From what the OP said that he was never go remember if any of their terms was violated, but after the login on another device then it led to their account closure, which seriously indicates that the login was the sole purpose of their account closure. This is another thing why people should be doing their findings before automatically visiting a site because whenever they didn't know of their violation or began to ask it would now shows that the are too ignorant of their terms therefore they could be hold down with whatever rules they felt of implementing since they didn't take notice of it what they had on the gambling site before they started using the gambling site.

[knowngunman]

What do you call this kind of situation? I mean how can we fight a decision like that if we believe we really did not break the TOS?

The information you provided is incomplete and we can not give honest opinion about the case unless you provide the platform name so we can review their terms of service to know which of them the user violated. The casino should have been kind to inform him of the rules he violated for transparency.

Based on the incomplete information you posted, I think the other device the user used to logged in might have a VPN activated which is probably against the platform terms of service. Not all casinos are VPN friendly, in fact, you may get your account flagged and banned instantly when discovered. That's what I suspect happen in this case but you can confirm from the user.

The fact that the platform still allows him to withdraw his money before closing the account mean they are trustworthy and the user possibly violate their rules unknowingly. If it was false claim of violation, they wouldn't have allowed him to withdraw.

[Sandra_hakeem]

Since the casino required KYC and the user was confident he could pass it, he submitted his documents through a third party verification provider and passed the KYC. But even after passing, the casino still decided to close the account, though they allowed him to withdraw his money.

That's obviously not the problem? They requested for the kyc verification on one account (which is identified by their IP tracking tool), but he submitted his documents through a third party provider so that automatically alters the whole process.

What do you call this kind of situation? I mean how can we fight a decision like that if we believe we really did not break the TOS?

The user was not a VIP and no money was lost since the remaining balance was allowed to be withdrawn, but still it's confusing why the account was closed after passing KYC.

The problem is, the TOS can be adjusted depending on the situation and encounter. Since you trust their services, there must have been a threat along the process--- maybe a VPN as some have suggested.

[Asiska02]

What do you call this kind of situation? I mean how can we fight a decision like that if we believe we really did not break the TOS?

The user was not a VIP and no money was lost since the remaining balance was allowed to be withdrawn, but still it's confusing why the account was closed after passing KYC.

Well, we can’t be so sure that he passed all verifiable checks they wanted from him, and that may have lead to them closing his account. The good thing is that he was able to withdraw his money and nothing was lost to the site. I love gambling sites like that, who don’t try to steal from their customers or confiscate their funds in blame of violation of terms which they never did.

There are many reputable gambling sites he can still try out that could even be better than this one. There is no cause for alarm here but if he knew what lead to closure of the account, it’ll help him in future reoccurrence of this kind of matter.

[ImGenius]

Then one day he received a message saying the account was suspected of violating the TOS. The user said he was not aware of any violation, the only thing he did was use the same account on different devices.

Maybe that person had opened an account on the new device before but he doesn't remember. Most casinos don't have any problem transferring accounts from one device to another if the IP is the same.

Since the casino required KYC and the user was confident he could pass it, he submitted his documents through a third party verification provider and passed the KYC. But even after passing, the casino still decided to close the account, though they allowed him to withdraw his money.

yes, They shouldn't be blamed for not blocking the withdraw. Maybe they suspected that someone else was using their user's account but when the kyc was completed they were sure but because of their suspicions on that device they may not have allowed that person to use their casino again..

[Sim_card]

The user was not a VIP and no money was lost since the remaining balance was allowed to be withdrawn.

This is the important thing that he wasn't deprived from withdrawal and he has nothing to lose. You cannot do anything than to go use a different casino since, the said casino doesn't want your friend to use their gambling site to gamble anymore. However, no one can tell why the casino did this, only the casino knows why. Your friend should just open a new account in a good reputable casino.

[Sunshine1525]

He should be lucky that they gave him access to withdraw his money, some casinos wouldn't do that but frustrate him till they gets tired of submitting documents over and over then leave the money. Maybe it's in their Tos that same accounts can't logged in on different devices so when they noticed he logged into another IP they suspected it was hacked and locked withdrawal.

Since they gave him his money his case is settled and he should look for a reputable casino to gamble with, if you're his friend you could suggest some reputable ones here in this forum.

[Finebone]

With what you explained here, I think that their was a misunderstanding between the casino and the users account because if his only offense was changing his device, I don't think that he broke any rules for them to block his account. It can be possible that they may tag the new device IP address corrupt for one or two reasons, but I think that their would have been a proper explanation on why his account was  blocked. So if the casino is that fair and credible, they shouldn't act without giving a reason why his account was blocked, and how the TOS was breached.

[ZeroVinsonN]

Since the casino required KYC and the user was confident he could pass it, he submitted his documents through a third party verification provider and passed the KYC. But even after passing, the casino still decided to close the account, though they allowed him to withdraw his money.

Are you sure the person pass the KYC? I have seen some gambling sites that returned the money that the person deposited that he has not lost to gambling and minus the money he won, given back to the person. But not all gambling sites can be very kind up to that extent. There are many other gambling sites that the person can use to gamble.

It's not everyday you see a casino allowing someone to withdraw after failing their KYC verification, I have definitely never seen it happen before so I doubt the person did not pass their KYC, there was probably a reason why they decided to close down the account.
Maybe it was about logging in on 2 different devices, after the KYC verification they probably allowed him to withdraw but closed the account because they suspected the second log in was no secured, they probably didn't want to be associated with scam or anything like that.

[Donk1]

Perhaps when a casino like sportsbook returns all your money back and then closes your gambling account, I don't really think there is any way to convince them to reopen it because they probably have their security reasons, and this might be because he logged in on another device. That said to me there is no issue here because he obviously sent them the KYC just to prove his identity and that was basically the reason why they sent him back his money on the account, but still ended up blocking it. We just have to understand that these betting sites are private businesses that use strict precautions to avoid risk and account sharing, that's why they often take proper precaution with users. That's all....