I'm confused by the casino's policy

[LastKiss]

~snip~

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?

It’s really weird, but I wonder what TOS he violated, is the casino accusing the player of having multiple accounts or accusing the account to be used by more than one person?

At least he can withdraw his money but he lost his account, if that account had a decent rank at the casino that’s really unfortunate. He should try to get help from casino.guru or another mediator if he wants to fight for his account. If he really didn’t violate any TOS then he should be able to get his account back.

[ultrloa]

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The user was not a VIP and no money was lost since the remaining balance was allowed to be withdrawn, but still it's confusing why the account was closed after passing KYC.

Usually I've seen this cases exist on risked accounts. Even if they passed on the KYC process asked by the casino. That casino can still decide to close the account if their system still flag and they found out that the activity done by players does not match. Yeah maybe they pass on KYC and that only proves their identity, but this requirements does not clear them from those inconsistencies, device pattern and maybe even more.

If the sportsbook just decide to close their account and then allow the use to withdraw all their balance, maybe that means they really think that the user is not scamming them, but maybe their activity done does not fit on their rules. That's why they choose to do that actions. Maybe sometimes those mismatch raise alert and that situation happens.

The hardest on their decision is you can't argue with them, especially if their decision is final. So the only option when this matter exist is to move on and find another good alternative casino.

[Somegory]

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.

There is nothing to fight here, it's like you renting someone's property and they want you gone but you don't want to leave, how is that making any sense? Even if you did everything right it doesn't mean they can't do you wrong.

Just leave and find another online casino for your gambling activities, it shouldn't be this hard, and you should be greatful that they allowed you to withdraw your funds, many online casinos aren't always this nice.

Why the need to change your device though? I will like to learn from that part, what type of device is that? Maybe you connected to a VPN or something that has to do with proxy and IP?

[qurbanshah02]

~snip~

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?

At least he can withdraw his money but he lost his account, if that account had a decent rank at the casino that’s really unfortunate. He should try to get help from casino.guru or another mediator if he wants to fight for his account. If he really didn’t violate any TOS then he should be able to get his account back.

Of course, everyone makes such a mistake, but when you know that your capital is invested in it and you are playing in a game to earn money and you have forgotten all the information you had about it, it is a great pity, but they do not have all this and there was no big level and money in it, so they can work again in the same game and you can play there again as you were playing before. But you have lost and there were many things that you played a lot of games and invested a lot of money to make, so you will have to do a lot for this, first of all you have to contact them, maybe they will make something easy for you in this matter, otherwise it will end everything for you. In addition, if you have created your account with Gmail, you can also get something from this Gmail. But as far as I know, it is quite difficult and it may take a long time.

[Botnake]

It’s really weird, but I wonder what TOS he violated, is the casino accusing the player of having multiple accounts or accusing the account to be used by more than one person?

At least he can withdraw his money but he lost his account, if that account had a decent rank at the casino that’s really unfortunate. He should try to get help from casino.guru or another mediator if he wants to fight for his account. If he really didn’t violate any TOS then he should be able to get his account back.

The way I read it, accessing the casino using different devices might have caused the user to be accused of multi-accounting. I think that's pretty common now, especially with casinos that probably don't have a good reputation. What the casino decides is usually based on how their system detects the activity, it could be right or wrong. The player may not even bother contesting it especially if there's no money involved, maybe that's why the user just let it go.

[Iranus]

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?

In my opinion this is actually decision by casino's risk management department. It is not complete ban, because if they did then they would never allow him to withdraw his balance. Most sportsbook have a clause in their T&C where they have right to close any account at any time at sole discretion. Even if there is no clear violation. It is legally written in their favor. So they are often not required to give any specific reason.

still it's confusing why the account was closed after passing KYC.

Casino security team will never reveal their backend detection tricks or secret reasons to users. If they do, real scammers often get many idea to bypass their system. So they pass normal users as Generic TOS Violation.

That's just how most online gambling industry work. Among them you just have to figure out which casino are actually trustworthy and which ones aren't.

[Dunamisx]

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.

Issues like this do occur with the casino in some cases, especially when the flag they use of VPN, changing your IP address first sound a warning signal to them, then if the same IP address have been used by another account before, that shows that you are trying to go against the rules of multi accounting, which is obvious that some platform does not accept for this, we only have to know the rules and regulations of each gambling platform we uses before going against them unaware.

[Cointxz]

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.

Completing KYC will not automatically solve your problem against the casino especially if you violate the ToS. KYC is the initial standard procedure to verify casino account that under investigation.

It’s hard to give definitive answer here without knowing the exact details of the issue. Casino usually provides the part of the ToS which the user potentially violated.

It’s either through forum scam accusation if every their representative is active here or arbitrator services such as AG/CG to resolve conflict like this since casino always stick to their decision when it comes to ToS violation when you contact them through CS.

[Crypto Library]

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.

One thing I can identify from your words is that he used the same account on different devices. And my question here is that the devices are his own; where did he log in to the account? Were they his own devices? Or did he log in on someone else's device?

Maybe he logged in on a device that had previously violated the casino's terms and conditions? Or try to exploit? One more things could be happen here that maybe his neighbor or friends try to abuse the reward system of casino that is why for being the same Ip casino suspend his account?

And besides, I don't see any extra reason to suspend his account. 

[JoyceBTC]

but still it's confusing why the account was closed after passing KYC.

Because passing the verification does not mean you are cleared of the terms you possibly violated. If you visit the scam accusation board, if I remember correctly, you'll see cases where gamblers were able to verify the KYC, but still got banned in the end after being allowed to withdraw their funds from the casino.

I agree with you. Passing KYC and TOS investigation are not the same thing. It seems to me that the person had some other mistake that he may not understand. It does not seem right to ban an account just because of changing the device. Because people can change devices. Even logging in to multiple devices is quite common. I do not see this as a big reason to close the account. However, the casino site's reputation may have allowed him to withdraw his balance. If the casino site was cheating, the person would have lost his entire balance.

I’m not sure his account was banned because of changing device, it way beyond that. Since the casino said the player violated a rule and later asked for KYC, clearly enough the KYC was for confirmation of identity and after the confirmation, his money was given to him. I feel the casino is also trying to protect their own interest, they alone know the rule that was violated and I think they are avoiding that same thing from happening, that is why his account got banned. Too bad the casino didn’t let him know the rule he violated because it might actually be a mistake and not intentional.

[Perfectbaby]

The main thing that even got my attention was the area where you said he was allowed to make withdrawal even as the account was closed due to TOS violations.
To be frank, this is rare to see in some casinos because, immediately they noticed that you violated any of their terms that could be another avenue for them to quickly freeze your account hold back your balance without you being given that chances of touching and withdrawing it. Permit me to say that this casino is actually good one to used if they can still permits someone to have access to their balance then there would be no need for them to worry themselves over not passing verification.

[Yeesha]

~snip~

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?

It’s really weird, but I wonder what TOS he violated, is the casino accusing the player of having multiple accounts or accusing the account to be used by more than one person?

At least he can withdraw his money but he lost his account, if that account had a decent rank at the casino that’s really unfortunate. He should try to get help from casino.guru or another mediator if he wants to fight for his account. If he really didn’t violate any TOS then he should be able to get his account back.

Maybe they might be a particular TOS that he violated unknowingly, if not they wouldn't temper with his account. If he is very sure that he his not guilty then he can seek for help or fight for his account just like you suggested. If you invested a lot of money in a casino for the purpose of making profit, you have to be extremely careful to avoid any silly mistakes, if not you're done for. Sometimes there are certain casinos that that will not hesitate to get rid of you despite following their rules without violating any. Maybe the person should just back down and move on. I think this is one of the reasons why you shouldn't invest so much in casinos. It is even a good thing if he could be able to withdraw his money.

[stadus]

Too bad the casino didn’t let him know the rule he violated because it might actually be a mistake and not intentional.

I think that's just normal with casinos, they usually won't tell you all the details and tend to give a very general answer like violation of TOS. In the end you're left guessing what exactly you did wrong.

But as long as they allow you to close the account properly and withdraw your funds, then I guess that's still fair and not really a way to scam gamblers. Though if the same thing keeps happening to many users, then that's already questionable.

[Ziskinberg]

The main thing that even got my attention was the area where you said he was allowed to make withdrawal even as the account was closed due to TOS violations.
To be frank, this is rare to see in some casinos because, immediately they noticed that you violated any of their terms that could be another avenue for them to quickly freeze your account hold back your balance without you being given that chances of touching and withdrawing it. Permit me to say that this casino is actually good one to used if they can still permits someone to have access to their balance then there would be no need for them to worry themselves over not passing verification.

I think it depends on the violation. If the casino did not lose money because of whatever violation the user committed, then I don't think they should freeze the funds.

Actually I have seen some accusations before where a user was accused of cheating after winning a big amount, but the casino still allowed him to withdraw only the amount he originally deposited. I think it could be a similar situation here, though in this case there was no mention of any winnings.

[Orpichukwu]

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 matters here first is that they gave the player all his money back and did not withhold it, so in such a case I don’t even see the need to fight for that.

If the casino said they no longer want me to play on their platform and were kind enough not to withhold any of my money, I would gladly leave; sometimes they just like the way one might have been winning without enough losses. It's only when I have money with the casino will I try to figure out how to challenge their decision.

[fruktik]

I would like to know if the person made allegations against the casino... how have casinos responded to her? It's not clear which casino because I myself am curious on the offense made by a bettor.

The situation cannot be concluded Now, Could this be just Casino subterfuge because it doesn't like bettors to win constantly? Apart from that, we are also confused because we do not provide clear references.

Is the community you are referring to on the bitcointalk forum?

Casinos have plenty of tricks up their sleeves. They're also well-versed in legal matters. It's practically impossible to find fault. The player is always at fault, and the gambling platform always gets away with it. That's the way it has always been, is, and will be. There's nothing new here. You need to carefully read the terms and conditions, but no one wants to waste their time on that, as there are too many provisions and definitions that are difficult for anyone without a college education to understand.

[Salahmu]

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.

[Bluedrem]

The user you mentioned was lucky enough to be able to withdraw his remaining funds from the casino site. Although he later lost his account, I don't think he suffered a major loss here.
But there are many casino sites that add extra policies to the withdrawal process when a player wins a large bet and they are so difficult that users cannot overcome them. And what is one of the problems is that sometimes they analyze them incorrectly and freeze the winnings. I basically try to stay away from all those casino sites.

[Showlove01]

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.

[Natalim]

But there are many casino sites that add extra policies to the withdrawal process when a player wins a large bet and they are so difficult that users cannot overcome them. And what is one of the problems is that sometimes they analyze them incorrectly and freeze the winnings. I basically try to stay away from all those casino sites.

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.