I'm confused by the casino's policy

[coin-investor]

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?

Unfortunately, we can't; they based their decision on their anti-cheating system, and they won't explain how it worked because of security concerns.

Since they returned the money to the player, he will have to play at other casinos.
But if the win is so huge and they deny the payout, then it's up to the player to take action, to post it on forums about their experience and rating sites.

I have seen players challenging the decision in court; it's a long, tedious, and costly process, and many complainants just gave up.

[TedMosby]

I don't think the KYC thing or using the account on different devices is the reason why they suspect your account of a TOS violation. Perhaps it's something like the way you play, which may have been flagged as arbitrage. Or simply, it's unclear and nonsensical. Try to ask them for the exact reason and tell them that your friend can provide all the proof needed to prove that he's not violating any TOS.

However, I doubt they will explain it to your friend. I saw another case a few days ago involving Winz and one forum member here https://bitcointalk.org/index.php?topic=5591185. You can read there how the casino replied https://bitcointalk.org/index.php?topic=5591209. So, probably the casino will do the same thing, give an unclear explanation and even let your friend submit a complaint to an independent mediator, like CasinoGuru.

[Grace333]

If he passed the casino KYC and there is no legal reason for the restriction then maybe he has been quite profitable using the casino, and they feel he's a threat, probably in the long term, so that was the only way they could terminate his account in order to discourage him. This is based on assumption, I'm not saying it's what actually happened, but I've heard of similar cases like this that ended up just the way I explained. Casinos don't treat their customers unfairly except he broke a rule or policy or he is milking them, in this case, he seems to not be guilty of their rules.

[Dunamisx]

If he passed the casino KYC and there is no legal reason for the restriction then maybe he has been quite profitable using the casino, and they feel he's a threat, probably in the long term, so that was the only way they could terminate his account in order to discourage him.

A reputable gambling casino should not behave in this manner, that a gambler is having a winning streak should not stand enough reason to why his account will be deactivated from making withdrawals or locked, there must be a particular violation he may not be aware of, but if otherwise then that shows that he must have been using a wrong gambling platform that has no reputation.

[letteredhub]

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.

The innocence of the customer in cases of this kind is difficult to prove since what happened that led to the suspicion of the casino on the customer account of violating their policy is due to the use of different phones to login to the account. Who knows if one of the phones used by the he customer has been used before by a different individual to login to a different account with the current guy knowing of such thing. Because the casino usually look at IP addresses in suspecting a possible violation of policy.

Since the customer was allowed to withdraw his entire funds then there's no use of taking any further action. He should just be cautious of not using just any phone to login to his account because it could be a phone with an IP address already login to that same casino. This could be taken as a multiple accounting.

[GreatArkansas]

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?

Unfortunately, we can't; they based their decision on their anti-cheating system, and they won't explain how it worked because of security concerns.

Since they returned the money to the player, he will have to play at other casinos.
But if the win is so huge and they deny the payout, then it's up to the player to take action, to post it on forums about their experience and rating sites.

I have seen players challenging the decision in court; it's a long, tedious, and costly process, and many complainants just gave up.

For me, for sure, the casinos really have the right to do this even if you passed the KYC, as most of them just uses 3rd party; they can make their own decision.

Most people just take their money and move to another sportsbook since fighting it almost never works.

[YOSHIE]

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.

This is a unique case, KYC is completed and funds can be withdrawn, but the account is closed by the online casino, this is a rare case, I have never seen cases and incidents like this, in general the opposite happens.

I'm pretty sure the casino looked and saw that there were irregularities or suspicious things about the user's account, which we may not have known about, for me this is a new case and experience, everything was done according to procedure but the account was closed.

I'm sure those users were detected by other factors, which made casinos do such situations.

[o48o]

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.

You didn't say what part of TOS user broke. While KYC is an important part of it, it's just one part and TOS can vary with different casinos.

I can name several things that come to mind that aren't related to KYC. Like if user got cryptos that are flagged for criminal origin, or that user can't prove the origin of the money. Or money they are depositing has risen above the level user has originally estimated and it can't be explained by the main source of money originally given.

Laws are changing and what used to pass isn't so clear with upcoming ever tightening regulations.

[Odusko]

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.

Same risk with connecting to public wifi network, you may face the risks of getting your account linked to another random person you may not even know in person, and again what u see to be confusing also is that, why don't the ops do the verification himself, what was the need of using a third party verification method.
Is it the casino that allow or instruct that or he just choose the option based on it availability.

[hedgeh0g]

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.

I believe that there is nothing wrong with using the same online casino account on different devices, because I have never seen a clause in the casino policy stating that this should not be done, and we all use our accounts in different services on completely different devices, remember at least YouTube, and what's illegal about it? Using the same account on different devices at casinos and bookmakers absolutely does not provide any advantages in terms of promotions and any bonuses, therefore, a casino that has banned a user for such a reason should be closed, because it is absolutely clear that this is a scam.

[BABY SHOES]

...

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.

Will not comment much on casino tricks...
The casino has a lawyer so the matter of legal issues will be handled by them, and indeed many platforms do not want to be blamed even though that is not all, because I myself saw the casino owner once said made a mistake in handling the case that eventually the winnings were returned then the casino owner gave a tip of $5000 as a sense of gratitude... it was a Duelbits casino, not a form of promotion but it was a reality I saw.

[xenomorfo]

I believe that there is nothing wrong with using the same online casino account on different devices, because I have never seen a clause in the casino policy stating that this should not be done, and we all use our accounts in different services on completely different devices, remember at least YouTube, and what's illegal about it? Using the same account on different devices at casinos and bookmakers absolutely does not provide any advantages in terms of promotions and any bonuses, therefore, a casino that has banned a user for such a reason should be closed, because it is absolutely clear that this is a scam.

I also think that there are no problems using the casino account on different devices, it would be strange and even rather grotesque
It's true that if you're a creature of habit you will always use a device, for example i use the telephone

Please don't take your phone into the bathroom as it's very disgusting.

[pawanjain]

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.

As long as the user was allowed to withdraw his balance from the casino, it's good in my opinion.
It's indeed kinda weird that the casino still restricted him to play on the site despite passing the KYC.
May be since he was using the site from devices the casino might have flagged his account internally and so they decided to close his account.

[Dr.Bitcoin_Strange]

Well, in this case, you said no money was lost because the victim was allowed to withdraw their money but in a situation where the person has deposited a huge amount and also won a huge amount but not allowed to withdraw their money, the way to fight them is file a lawsuit against them. There is nothing like this that I have seen  but I have hear people raise accusations against some casino that they claim locked their account meanwhile they didn't default any of their TOS. Although some members might be at fault too but the casino should be able to clearly state what rules was violated if truly they are reputable.

[Die_empty]

I believe that there is nothing wrong with using the same online casino account on different devices, because I have never seen a clause in the casino policy stating that this should not be done, and we all use our accounts in different services on completely different devices, remember at least YouTube, and what's illegal about it? Using the same account on different devices at casinos and bookmakers absolutely does not provide any advantages in terms of promotions and any bonuses, therefore, a casino that has banned a user for such a reason should be closed, because it is absolutely clear that this is a scam.

I have used more than one device for a single casino, and it has never been a problem. Casinos rely mainly on IP addresses to identify cheaters. There was a report that a casino banned several accounts because they were using the same college WIFI since they were students.

In this case, the casino is not a scam since they allowed them to withdraw all their funds before the account was closed. My concern is that the casino didn't give a genuine reason why the account was closed.

[suzanne5223]

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?

This is described as business decision closure, which every online casino has the right to do if they believe something is not right about the user account, and sometimes it's called account closure after KYC or risk-based termination. Besides, we gamblers need to understand that KYC does not guarantee account safety; it only proves the gambler was who s/he said s/he was, and it does not by chance override other internal risk flags the casino sees.  
In some casino TOS, even if you dont knowingly break rules, they will state they reserve the right to close your account if they suspect something unusual.
Gamblers was lucky to have his/her fund

[Inior]

Well, in this case, you said no money was lost because the victim was allowed to withdraw their money but in a situation where the person has deposited a huge amount and also won a huge amount but not allowed to withdraw their money, the way to fight them is file a lawsuit against them. There is nothing like this that I have seen  but I have hear people raise accusations against some casino that they claim locked their account meanwhile they didn't default any of their TOS. Although some members might be at fault too but the casino should be able to clearly state what rules was violated if truly they are reputable.

I myself is a bit Confued with this situation. I'm quite familiar with cases of the gambler breaking a policy and getting banned, or cases where the casino tries to manipulate the gambler payout by making all sorts of excuses and refusing to pay out, but this one is quite different. Or maybe op is missing some part of the story because I can not connect the dots how a casino would restrict a users account for no valid reason, the casino is not mad to let go of a customer just like that. So my take in the story is that, there is a piece of information that is missing.

[Cheema02]

There is nothing really that can be done other than changing platforms after something like that. The good thing is that the person was allowed to make a withdrawal and their funds weren't confiscated, because in most of such disputes, the casinos doesn't allow the gambler to make a withdrawal when they blame them of going against their terms of services because they believe the person won the money and then broke a rule, so they won't get to withdraw, some might allow them to only withdraw what they had deposited, others might not even allow that.

A casino should generally let the gambler know why they are being suspected of something, and what is the reason that they are not allowing them to play at their platform anymore. However, even if the gambler is told what the problem is, and he pleads that he didn't commit anything wrong, the casino will barely listen to their request and allow them to use the platform after that, because casinos often take such things very seriously. So as I said in the beginning, the only thing a person can do after this is to simply start using a different platform.

[Su-asa]

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

You are confused because the account was closed after going through the KYC verification process. Well, the truth is that it's not a must that the account will still be open even though the actual owner did a KYC verification; I believe this is called account closure after a TOS review, so it's not a must that they would keep the account active. However, I also believe the main reason why they requested a KYC verification was that they needed him to verify before withdrawing his money from the account.
Actually, to me, this is a fair case because they owed him nothing; likewise, the gambler. Just that I'm concerned about the KYC, from my perspective. But in this case, if you or the person is still wondering why they blocked the account, then you guys should contact customer service to find out the reason for the account block.

[Texac]

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?

Yeah, successfully passing KYC confirm the user's identity. And that the document they provided passed verification but it doesn't mean casino is required to keep account open. These are two completely different procedure.

Maybe casino's risk control system detected some kind of activity that it considered suspicious.  Same time, casino don't always reveal exact reason for closing account because they don’t want to show how their system for detecting violations work.

But there is one important positive point here, user was allowed to withdraw the entire remaining balance. This doesn’t really look like a case of confirmed fraud. It seems casino just decided to close account and end relationship with player. With a serious violation, getting the remaining funds out could have been much more complicated.