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

Yesterday I submitted kyc documents for my account and placed the withdrawal but today I found an email starting that my account had been closed because I have made multiple accounts on indibet, which is not true.

I even tried contacting the customer support but they won't give any reply.

Please help me out in this as it is a big amount for me.

It's totally unfair that a casino asks document for kyc and then immediately blocking the account.

Dear Naofumi81,

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

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Could you please advise which documents you have 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

Dear Naofumi81,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We’ve reopened this complaint at the request of Naofumi81. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino? Have you accumulated your winnings with or without an active bonus?

I hadn't taken any bonus at all and regarding someone using indibet from my household, that is no, no one other than me has any account on indibet, but i had shared my wifi with a friend who is a user on indibet, so may be that is why they thought that i had a duplicate account. I even told this to their customer support but they shut me down

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.

My account has been disabled so i can't access the chat, moreover the conversation was through live chatting so the history won't be there

Thank you very much, Naofumi81, 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 Naofumi81,

I'm Michal and I have taken over your complaint. I have reviewed your case and just for confirmation, have you used only one device to log in and play in the casino? Have you played the same games as your friend?

I will contact the casino to shed more light on this matter.

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

Dear Indibet Casino,

Can you please provide more information regarding the player's failed KYC? Can you please provide any evidence of the supposedly multiple accounts the player should have opened? If the information can't be shared publicly, please send it to me at michal.k@casino.guru

I don’t know what games my friend played but i played this game lightning roulette in which i had won the money. And yes i had logged into my indibet account through a different device too, but that was just for once.

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 Naofumi81,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. 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 react, we will reopen the complaint, and you will be notified by email. In the casino's T&Cs is mentioned that they are regulated by the government of Curacao and operate and provide the Services under a license issued on 27th July 2020, but were unable to verify this, so we cannot confirm if Indibet Casino is really licensed. If you feel you want to take this complaint further, you can contact Curacao Gaming Authority. In Curacao, there are 2 separate license operators, though they are both endorsed by the Curacao government they have separate company registers. You can contact them at complaints@gaminglicences.com , certria@gaminglicences.com or info@gaming-curacao.com and submit a complaint to them. It's not the best licensing authority but it may have more options and tools to help players. Let me know if and how they replied at michal.k@casino.guru.

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

Best regards,

Michal