Ditobet Casino - プレイヤーのアカウントがブロックされました。

Hi, today I received this email from ditobet:

"Dear account holder,

Account "h***********m@gmail.com" failed KYC procedure and it's closed. Your deposit is returned. You are not allowed to use our service anymore.

All further accounts you try to register will be blocked too."

I have been nothing but compliant at every turn, at every request for documents. I dont accept their decision. I will not rest before my full balance is payed. I have done all in my power to verify my account. If they want to do further checks, I will welcome it. Have a merry christmas.

Dear hptm,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly.

Did the casino specify what was wrong with your documents? Could you please advise which documents have you already provided and when exactly you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Kristina

No, they did not specify what is wrong with my documents. I have uploaded a proof of ID and proof of address, both approved. I can speculate it is the security code they claim to have "sent you mail with security code to your address." (ultimately, they have to confirm this themself, as I cant make sense of their rational). This security code never arrived to my address. To be frank, I dont think they ever sent it, as this is a way to claim that I failed in KYC and to not pay my winnings. I know it is a very serious alligation, but I have never failed a KYC verification ever in my life and belive me when I say I have done everything in my power to coperate. I even asked to be updated if they had sent the security code and what the situation was (please see the email exchange). I always the one to initiate if they needed anymore documents through chat and email. I am flabbergasted that I have to send a complaint regarding this.

If they are serious, please send a security code to my address or/and put me under more scrutiny so I can verify myself beyond no doubt. I would welcome it with open arms.

Thank you very much for your reply, hptm. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hi. I forward all the relevant communication between me and the casino to kristina.s@casino.guru now. Have a good day.

Thank you very much, hptm, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello hptm,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to see if I can help.

We would like to invite Ditobet Casino to join the conversation.

Dear Ditobet Casino,

Can you please provide some information on why the player did not pass KYC verification? If you want to keep these details private, please send them to michal.k@casino.guru. 

Dear hptm,

Can you please confirm if you have acquired your winnings from casino games or sports betting?

Hi again! I only played sportsbetting. How is that relevant though?

Dear hptm,

As your complaint was sports betting related, unfortunately, we don't have a branch dealing with sports betting yet. If you didn’t know that yet, our Casino.guru complaint forum deals with complaints regarding online casinos and online casino games only. Although we have received some information from the casino, we wouldn't be able to advise you correctly as we don't have enough insight into sports betting. We wouldn't be able to judge competently all the pros and cons, therefore, we have to reject your complaint. Thank you for your understanding.

We're truly sorry we couldn’t be of more help in this case.

If you run into any issues with this or any other casino regarding casino games in the future, don’t hesitate to contact us.

Best Regards,

Michal

We’ve reopened this complaint at the request of hptm. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear hptm,

Just to let you know, I'm still awaiting more information from Ditobet Casino regarding your case.

We would like to ask Ditobet Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear hptm and Michal,

This account could not pass KYC procedures, as the provided information doesn't seem genuine and couldn't be verified which is in breach of our T&C: 

2.2. In order to obtain a Ditobet account you must personally complete the registration form and read and accept these Terms. You must provide complete and accurate information about yourself, inclusive of a valid name, surname, date of birth, phone, full residential address, and email address, and update such information in the future to keep it complete and accurate. It is your responsibility to always keep your contact details up-to-date on your Account.

Kind regards.

With all respect ditobet, what "provided information doesn't seem genuine and couldn't be verified"? I have signed up at many casinos and no one has come to the conclusion you have. If there is something deviating from my details and the proof provided I would be glad to explain and correct the provided information which didnt seems "genuine". I sent you today a selfie and a video of myself outside my address. I can meet you in a skype call. I can send you photos of my second ID. All to make sure that you can be sure of my details and that they are real. I welcome any scrutnity you may put me under. You have not tried to verify me properly if this is your conclusion: "provided information doesn't seem genuine and couldn't be verified". Hope you can try give it a second try. Have a nice day.

Dear Ditobet Casino,

Although the evidence you have provided us can raise questions, at the moment we can't fully agree with your decision regarding this case. A fair approach would be to give other options to fully verify all the required evidence from the player. The player forwarded us good evidence (like ID, address, utility bill, verification video etc.), and if you require any additional security steps that's ok as the player informed us that they are happy to undergo these.

I understand that you need to follow certain processes and regulations required by your license, but what other options can be offered to the player to try to resolve this issue?

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

To ditobet. You never sent the address code, did you? You never reimbursed my deposit, and you stole my winnings. Your claims of me breaching T&C 2.2. have been disproven (please see my email, casino guru has the proof).

To casinoguru. I chose this casinos due to your high rating of them. I cant possibly understand how you still have them at a 8.1 rating. I ask you to lower their rating based on this case, so no one is going to be encouraged to use this casino ever again.

To all customers/potential customers of ditobet. This case should demonstrate what a giant waste of energy and money playing at this casino is. If you repsect your time, energy and money, dont use this casino. Have a great day all.

Dear hptm,

I fully understand your frustration and as mentioned before, the casino should offer at least one more chance to verify your address. I will reset the timer for additional 3 days to help to find a possible solution and will contact the casino again on what can be done. If we could not find any consensus, we will close this complaint as "unresolved" which will negatively affect the casino's rating and we will recommend contacting the Curacao gambling authority.

Dear Ditobet Casino,

We would like to give this case more time to get resolved. We are extending the timer for additional 3 days. How can you help the player successfully finish the verification process?

Dear hptm,

I have contacted Ditobet Casino repeatedly and tried to communicate our position in this case, but all our efforts we not successful. As previously mentioned we agree that all the players need to fill in correctly and in full all the required informations in their casino accounts, but if for any reasons these informations are unintentionally not fully filled in, a fair approach would be to give the players more options to fully verify himself as well as all the required evidence.

Ditobet Casino has failed in this and they have what appears to be an intentional approach to find any minor reason not to pay the players their winnings, which we don't consider fair.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to reconsider its decision, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Authority (info@gaming-curacao.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (michal.k@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Michal