I'm confused by the casino's policy

[Mr Reporter]

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.

Chipping in to what you have said honestly, the truth is that a lot of people don’t get that lucky. But all good Once the money is back in your hands, that’s already a win. The best thing to do is just to chill out, since he has got the money back but come to think of it what was with the energy, I feel the real loss is not him it their side because for sure they have lost so many customers it was there lost since he collected his money…and you are very right too most sites do that purpose…they want to freeze your account, most at time delay withdrawals, well I was just confused… get why you’d say just move to another site and continue because from a customer view it always important…

[Versatile_choice]

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.

Chipping in to what you have said honestly, the truth is that a lot of people don’t get that lucky. But all good Once the money is back in your hands, that’s already a win.

You're right when you said some people don't get that luck, because if it's some gambling platforms they will block your friends account together with the funds that is inside. But what the casino did was right it shows that they are reputable casino because it's only a reputable casino that will do that especially those casinos that have stayed long, probably 7-8 years, they wouldn't want anything that will ruined the reputation that they have built for years. They new that if they don't allow the guy to make withdraw that he can decide to report the casino.

[purple_sparkles]

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.

Chipping in to what you have said honestly, the truth is that a lot of people don’t get that lucky. But all good Once the money is back in your hands, that’s already a win. The best thing to do is just to chill out, since he has got the money back but come to think of it what was with the energy, I feel the real loss is not him it their side because for sure they have lost so many customers it was there lost since he collected his money…and you are very right too most sites do that purpose…they want to freeze your account, most at time delay withdrawals, well I was just confused… get why you’d say just move to another site and continue because from a customer view it always important…

I believe that casinos are primarily interested in attracting players who are capable of leaving huge amounts of money on the table. Those are the players they value and try to retain and attract by all possible means. As for players who gamble with small amounts, there are many of them, and they tend to move between different casinos, so they don’t have much value or receive much special attention from the casino. That’s why casinos can use them to test or apply different tactics and manipulations.

[Bryan jessy]

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.

Chipping in to what you have said honestly, the truth is that a lot of people don’t get that lucky. But all good Once the money is back in your hands, that’s already a win. The best thing to do is just to chill out, since he has got the money back but come to think of it what was with the energy, I feel the real loss is not him it their side because for sure they have lost so many customers it was there lost since he collected his money…and you are very right too most sites do that purpose…they want to freeze your account, most at time delay withdrawals, well I was just confused… get why you’d say just move to another site and continue because from a customer view it always important…

I believe that casinos are primarily interested in attracting players who are capable of leaving huge amounts of money on the table. Those are the players they value and try to retain and attract by all possible means. As for players who gamble with small amounts, there are many of them, and they tend to move between different casinos, so they don’t have much value or receive much special attention from the casino. That’s why casinos can use them to test or apply different tactics and manipulations.

Whatever their reason might be they have lost a customer especially if this gambler is a regular one and the good part of this story is the fact that the gambler was able to make withdrawal, this case is strange this is just the first time I heard of such thing, it's still looks like there is more to their action it could a fault from the gambler or the casinos, if the KYC verification was not accepted there would have been something to hold on to as a reason, unless the gambler most have broken the Tos unknowingly if this is the case, he should have been given a warning rather than this, anyways we really do not know the actual cause or whatever action that warranted such penalty, but the casino was fair for not withholding the money at least.

[Hazink]

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.

I have not seen it, but I have also read some stories on Reddit where the gambler claim the casino asked him to pass tier 4 level kc after they said he's being suspected of multi-accounting. After the verification was processed they verified the account but disabled everything that had to do with playing and deposit and only allow him to withdraw his entire balance including the winnings and then the account was closed permanently according to him he said the reason the casino gave was that they suspect him of being connected to some abuser, but they don't have enough prove to back that up.

[Smartvirus]

And I myself use my account on phone, laptop, browser everywhere. I have never had any problems. Even then if operator think it is suspicious then they should at least clearly state which rules were applied.

One would expect that but, it rarely happens. Though, if KYC was required as a means to verify on the suspicion and the gambler actually did pass, then he ought to have being allowed to gamble.

Something I didn’t get was, the OP mentioned that the gambler provided KYC through a third party. Was his account frozen at the time or that was the directives given.

And if they really suspect TOS violation, then it does not matter whether you have passed KYC or not, they can definitely close your account. Because identity verification and behavioral or security review are different things. But at least in this case there was no outright confiscation because his balance was allowed to be withdrawn.

My take on this is;
They just didn’t want to have him gambling on the casino anymore and they weren’t really satisfied with his KYC provisions. Hence, they allowed him to make his withdrawal and closed the account.

[Qhunman]

Chipping in to what you have said honestly, the truth is that a lot of people don’t get that lucky. But all good Once the money is back in your hands, that’s already a win. The best thing to do is just to chill out, since he has got the money back but come to think of it what was with the energy, I feel the real loss is not him it their side because for sure they have lost so many customers it was there lost since he collected his money…and you are very right too most sites do that purpose…they want to freeze your account, most at time delay withdrawals, well I was just confused… get why you’d say just move to another site and continue because from a customer view it always important…

The customer didn't lose in the end since he has been paid for his withdrawal. The best thing he should do now is to stop gambling with them as those behaviours of them isn't encouraging. One of factors that you can use to know a bad casino is delay withdrawal and unnecessary freezing of their customers accounts. Sometimes, delay withdrawal can be cause by poor network from your bank or from the casino but some casino who don't want to pay you can also use this same reason as excuses to buy themselves some time. Normally, withdrawal shouldn't take more than one day to get credited, anything otherwise I will advise that you leave that casino to another casino that has better services.

[alastantiger]

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.

Some casinos are scams and they can block your account for reasons you know nothing about hence just thinking that writing to the casino will solve your problem is a lie but atleast it can give you some understanding of what went wrong. If the casino is on the forum then they can call them out and they will answer because they will want to protect their reputation on the forum.

If the casino is still not on the forum it is good you inform us so that we can be careful of casinos like that who just lock people account so we can avoid using them to gamble. Also note that most casinos do not play around with their ToS rules and if you are a defaulter, you get punished. It is always better to get familiar with the terms and conditions of all the casinos you are gambling on because they can be very strict.

[bhadz]

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 was not stated what's the actual reason for the closure of account. And only that casino knows what's happening there. Stories can be different from both ends.

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 situation will be different if he's a VIP, he'll given that treatment that the usual VIP gets and will be considered and asked to stay and might even given with several incentives and bonuses or free bets/spins. So, no one will know what's the actual reason behind that, we can only have some guesses because they don't usually disclose the main reason for the closure.