I'm confused by the casino's policy

[Rockstarguy]

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.

I think this is a serious issue that requires good clarification and explanation from the casino to address. But I am wondering, could it be that the casino detected an improper login? Maybe logins from different accounts on the same device, because sometimes if a casino detects something like this, they may act immediately. Or it could be that the casino does not allow login with a VPN, which might have been the reason for this. But no matter what the case is, the casino still has an explanation for this since the person believes they never broke any TOS rules in the casino. Whatever the case, the casino is supposed to provide reasons for this.

[Royal Cap]

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The user was not a VIP and no money was lost since the remaining balance was allowed to be withdrawn, but still it's confusing why the account was closed after passing KYC.

Passing KYC and clearing a TOS violation are not the same thing. KYC only proves that a person has been able to verify their identity, it does not automatically prove that account activity has always been in accordance with the TOS, but the casino company can later conduct a separate investigation into multiple accounts or any other risk signal if they want. However if they just say TOS violation but do not clarify which rule was broken, then it is certainly reasonable to question it. However, before that, you need to be sure whether you were opening more than one account with the same device or using a VPN, because many casinos do not allow VPN.

[Alex077]

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.

Yeah, I also think the reason may have nothing to do with KYC or using multiple devices, but rather with the way the person was placing bets. In my opinion bookmaker’s system considered their activity similar to arbitrage, multi-accounting, or some other unwanted betting pattern, the account could have been flagged even before they were asked to provide documents.

But the problem is that it’s almost impossible for a gambler to prove they did nothing wrong if the casino itself doesn’t say which specific rule they supposedly violated.
I think contacting CasinoGuru or another independent mediator is definitely an option, especially if the gambler wants a more specific explanation. But if all the money has already been paid out, I doubt a mediator would be able to force the casino to reopen the account.

[PhilosopherKing]

KYc is a way for the sport books to know their customers identity, nothing more, it dosen't protect  your account from getting locked if a rule is violate. This a why it is very possible to pass KYc and still have your account locked especially if the person has a violated a rules. The sportbook is the one at fault here because they are supposed to have at least give a clear explanation before taking any drastic action like that. Using the same account in another device dosen't look like any rule is broken.

The person to don't bother overthinking things. He should seek a proper clarification form the sportbook because am sure that no one in their right mind would just lock a person account if a rule wasn't broken. The way to get that clarification is for that user  to contact that sportbook and asked of the particular TOS rule that the person break and if the person doesn't receive a answer, then just lodge a formal complaint. The sportbook is the best place to lay this complain, so they can clear the confusion.

[BitBakerr1]

This story is actually confusing because if they did not accept the KYC he wouldn’t have been able to withdraw his money, so that means they actually accepted the KYC but what is confusing me is why they allowed him to withdraw and still lock the account.

Well the only reason I can think of, for them locking the account after accepting or allowing him to withdraw his money, is because he’s very good in gambling and he has been winning very good amount of money from the casino, so they decided to let him go so he won’t cripple them .
Because I see no reason why they will lock the account.

[Smartprofit]

As far as I understand, in this situation, the online casino's security service somehow decided that this person was violating the casino's rules (cheating, etc.). 🙋

Was this accusation justified? I don't know... Perhaps the security service was mistaken in their suspicions. Perhaps the AI ​​algorithms provided incorrect information about this player. After all, automated algorithms often make mistakes, too. In any case, it can be concluded that even after completing the KYC procedure, the casino's management remained doubtful about this player's honesty. Unfortunately, such situations do happen.

As far as I understand, the player received a full refund. In my opinion, this is a positive development. The player hasn't lost anything. Now they can register at another online casino and continue playing. This isn't the only online casino in the world, is it? Overall, in my opinion, nothing terrible happened. Guessing what exactly led to this player's account being blocked is pointless. There could be many reasons, both objective and subjective. 🧖

[Chinesebaby]

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.

But didn't the casino explained to this friend of yours the very section of the casino teams and conditions which he violated? Because I'm sure they most have explained it to him during the process of him trying to recover his account and complete his KYC verifications. And to be honestly speaking, this doesn't look like your friends account was blocked due to a violation on the casino terms and conditions, or neither does it relates to the KYC which was submitted, because for the fact that he was allowed to withdraw his remaining balance, shows that he actually passed the KYC, and to me, I think maybe this friend of yours might have been very good at gambling, and might have been winning more than he loses on his bets, and maybe this might have been a tactics by the casino to just get rad of him.

[Queen uloma]

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.

KYC can change the whole situation because every gambling site has different rules. Some may refund the money a person use to deposit and leave out the winnings if they discover that the KYC isn’t complete. Others can even take stricter action. So before anyone start gambling, it’s good to understand the casino terms and conditions properly.

[DiMarxist]

If the balance on his account were allowed for him to be withdrawn i see no reason, why the user will be fighting the decision of the casino. The caino makes the rules and shoyld be respected , there are alot of casinos out there for anyone to use so if the user is sure that he ir she did not break any of the rules and regulation about the casino then he should leave the case alone and receive the verdict of the casino in good fate. Some times alot of casinos do this tyoe of mistake and users find it difficult to understand what they have done.

Again most times casino ussrs dont take time in reading the rules and regulations, when they are opening an account on the casino, most people assume that, they know the rules but later have this kinds of trouble. That is because they assume that they know the rules maybe due to rush whe they were opening the account.

[ejikeme24]

This story is actually confusing because if they did not accept the KYC he wouldn’t have been able to withdraw his money, so that means they actually accepted the KYC but what is confusing me is why they allowed him to withdraw and still lock the account.

I'm not sure if he passed the KYC verification process, even though they did not accept the KYC so long as the casino does not make it mandatory or compulsory that users must provide Thier KYC details they can make withdraw. in some casinos this KYC verification is optional  I mean the gambler will be the ones to decide if they are going to put Thier KYC details or not, it is only when they discover that a gambler is doing something illegal or going contrary to Thier rules that they will force them to provide Thier KYC details before they can make withdraw or before they can access Their account.

[r_victory]

Casino terms of service can vary from one casino to another, and many "clauses" can have multiple interpretations. The problem is that they will rarely explain the real reason for closing your friend's account, but at least they allowed him to withdraw his money. We see many cases here on the forum where, in addition to closing the account, they also confiscate the gambler's funds.

[JunaidAzizi]

Hmm, that is the actual reason. When we create an account, we often don't pay attention to the TOS, and that creates a problem for us later. We simply agree to it and move ahead. In your case, casinos are not obligated to answer you. You can ask for an explanation, but it's totally up to them whether they choose to provide it or not. The reason behind your account ban may be the changing of devices, which could be prohibited in the TOS, or the algorithm may have flagged it and assumed that you are sharing your account with others. So again, when you create an account, read the TOS patiently, and also make regular withdrawals so that when something like this happens again, you will be safe.

[swogerino]

Strange behavior as most casinos as long as you are using the same IP in your home in many devices or using the same 4G or 5G mobile phone provider most casinos do not say anything about it. That makes it a strange behavior for a casino as I have used a lot of devices in my home all using same IP and no casino said a thing about this. I still do to this very day and I think that is the correct behavior, as long as no cheating then all good. Casinos should not close accounts based only on the number of devices used as nowadays a home has at least 7-8 gadgets which can be used to play.

[Inwestour]

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 don't see any difficulty in this situation because the player was allowed to withdraw their money. That in my opinion, is the most important thing. And if I were him, I probably wouldn't go through KYC. If he was able to withdraw his money but is no longer allowed to play at this casino, then there's definitely no problem, because there are now a huge number of other casinos where a player can easily continue playing, and there are plenty of reputable casinos.

We can only guess why he was blocked. If he logged in from different devices, perhaps he logged in from different IP addresses, perhaps he logged in from the same device through a VPN, from his local internet connection, and without a VPN. So here casino could have think, as if the player were giving access to their account to someone else, and I think that's also prohibited by the rules.

[Fortify]

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.

Almost every casino in the world would actually want to be non-KYC if they could, they just want money flowing in and money flowing out. KYC is forced upon them by every country you might trust a casino to reside in, along with the gambling regulators within. This is because casinos - long before crypto ever came along - have been used to "wash" money from dirty to clean, because they were a cash business that could translate unknown money sources into clean, taxed and reputable money. That stopped a long time ago and if you have a business in a place like North America or Europe, then you will be required to check your customers. Regulators have gotten progressively stricter on this as well, meaning if you conduct any related business with such an entity - like accepting deposits from Mastercard/Visa or even offering security services like Cloudflare, you must know the company is following the required financial laws. It's possible in this example the casino changed hands to a new owner under these jurisdictions or just had a shock awakening one day that caused this unavoidable change. This can also be triggered by complaints reaching a certain threshold with a key service provider (like hosting) and they've managed to stay just below it until now.

[Ryu_Ar1]

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 point may lie in the violation of the ToS that the site has explained from the beginning because there may be some things that are unconsciously violated by the person even though he is only aware of playing on a different device (which is actually not what is considered a violation) but there may be other considerations from the site that consider the violation to occur.

But on the one hand no money is lost, no VIPs are a problem and the only thing maybe from KYC is happening which makes this a wedge.
If indeed the reason is just like that this should be solved with the site directly because basically communication can be important and this is where gamblers and representatives of the site communicate with each other because in the end we will only be able to guess but of course when the user communicates there may be a bright spot regarding this.

[Z_MBFM]

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?

If you do not break any of the ToS rules, a casino platform cannot refuse to give you your funds in any way. Those sites can refuse to give you your funds who are basically in the market to cheat. Therefore, use a trusted site from the beginning so that you do not face such problems. If you ever face such a problem and if you are confident that you have not violated any of the ToS, then feel free to report it on this forum. And contact them to clear the matter so that you are completely clear there and there is nothing wrong with you.

A reputable casino platform will never cheat you. So if you choose a platform that cheats you, it is your responsibility because you were not serious about verifying the platform.

[Cryptomultiplier]

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 point may lie in the violation of the ToS that the site has explained from the beginning because there may be some things that are unconsciously violated by the person even though he is only aware of playing on a different device (which is actually not what is considered a violation) but there may be other considerations from the site that consider the violation to occur.

But on the one hand no money is lost, no VIPs are a problem and the only thing maybe from KYC is happening which makes this a wedge.
If indeed the reason is just like that this should be solved with the site directly because basically communication can be important and this is where gamblers and representatives of the site communicate with each other because in the end we will only be able to guess but of course when the user communicates there may be a bright spot regarding this.

The casino platform simply washed their hands off this customer because they might have thought the customer was just a red flag to begin with despite having complied to kyc requirements.
At least no funds was lost, then the customer should try another service or try reaching their official support channel to inquire why, if they can go through the stress of waiting for a response.
Am sure automation did this and took the decision because they don't want to manage a liability in this case.

[Issa56]

But even after passing, the casino still decided to close the account, though they allowed him to withdraw his money.

I haven’t experienced something like this before, so I don’t know how you going to fight them, but since you have been able to get your money back, then I don’t think you have any case with them. I feel they don’t just want the customer to make use of their site again, since we have lots of reputable gambling sites, then just move to another site and continue gambling there. You didn’t lose anything because you were able to get your full money back, it’s the gambling site that lose because one of their customer just stopped using their site.

[adultcrypto]

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 will first let you know that the casino indeed a reputable one and very considerate. They might have suspected a violation of their TOS which is two accounts sharing the same IP address which is enough for some casinos to close your account and deny your withdrawal. Instead of this hash approach, they decided to allow you make withdrawal before closing your account, that is highly commendable. Simply find another casino and try to avoiding accessing your casino account from different devices.