They do not pay and close my account

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Hi

So the reason why my account was closed and winnings confiscated was due to submitting "fake" documents. Well, it doesn't make much sense. I will give now a explanation from the start of the verification process for the askgamblers team:

As usual, I was making bets on this casino until the time I got limited, even though I had losses. So after this, I went to withdraw my money. It said that I still needed wagering requirements, which is fine, but since I wasn't able to bet more than 1 euro, I had to go to the casino. Unfortunately, the casino was also unavailable for me. I was told that my account was under review, and until that check was over I couldn't play anything. So, I was waiting for the casino to open to meet the wagering requirements, and I couldn't withdraw at that moment.

Then, verification popped up, I was asked for documents like my ID and pictures of my card. So I sent them, of course. My card was virtual, and I was told to ask the bank for a certificate of that card, for which I had to pay a fee. Both these documents were accepted. Then I was asked a selfie with my ID. I provided that as well, which took a while because it kept getting rejected due to stupid reasons (someone else was taking the picture and it had to be myself on selfie mode, but I couldn't get my phone, which is of poor quality, to properly show my id information along with my face). Anyway, eventually I figured it out, sent another ID picture and it was accepted.

To be noted, all this process had already taken a month. I was letting it be to see if I could play the casino, but I still couldn't, making it impossible to meet the wagering. Finally, I think, if I'm not missing something else, I was asked for proof of income. I was sent a word document in which I had to answer several questions, such as what's your main source of income? What's your job? Well, I answered truthfully, my sources of income come from online winnings, I don't have any other job now, since I'm a student. I was also asked to send all previous 3 month bank statements. Therefore, I sent those bank statements directly taken from my bank. They were taken a while to be approved, so I got in touch via email and was told that the documents were correct and that they were being checked. But, just several hours later, when trying to enter my account to see if I was already verified, I found out that I couldn't enter, and then I made this complaint and so on.

I submitted all real documents. I am the owner of the account. I will be more than happy to re-send any documents that you ask me, because I'm not making any fraud by creating an account not under my name. I can even make a video showcasing me downloading the bank statements from my bank app to show that it's not fake. I don't know why you're saying that my documents are fake. They are the same documents I have been submitting for verification across the more than 50 casinos I've played on, and to this day I haven't had a single problem. Yet this casino is claiming that I'm somehow faking my documents, without giving me any chance to re-send the documents or explain my case, because I just haven't done anything wrong.

If the askgambler team wants, I would be happy to send those documents to you via email so that you can check they are legimitate. They are claiming they are fake because they aren't willing to pay. This has never never happened to me, and I have played in many casinos, some well-known, and some obscure.

Dear All,

We would like to provide a final update regarding this case. The player's account has been closed and the necessary actions have been taken, as the player was found to be in breach of our Terms and Conditions — a serious violation which we do not take lightly. Therefore, we remain firm in our position and the actions implemented.

It has been established that the player submitted forged documents, which constitutes a direct breach of Clause 7.5 of our Terms and Conditions. This clause clearly states that it is the player's responsibility to ensure that all submitted documentation is authentic. The submission of fake or fraudulent documents may lead to the confiscation of deposits and potential winnings.
Additionally, the player is in breach of Clause 12.1, which outlines that if a player is involved in any type of fraudulent activity, the company reserves the right to terminate the account and suspend payouts at its sole discretion, without obligation to disclose specific reasons for such actions.

With that in mind, we respectfully request that the complaint be treated as closed. We are confident in our position and actions taken, and therefore ask that the complaint indeed be marked as resolved and closed accordingly.

Best regards,
GodOfCoins Team

Even after looking into those terms in your conditions, I still don't understand what I have broken, since there isn't anything there. Regarding point 7.2, all my winnings came from legimitate sport bets, not from the casino, there isn't a possible error there. Even if the odds offered were wrong, which weren't the case, I would still get the money back. And, as it turns out, I actually lost money on your casino, I have deposited more than what there was to withdraw.

Secondly, 12.1. I haven't created more than one account for me, nor have participated with other people, nor have made any fraudulent actions towards other casinos (I have reasons to believe this might be the actual reason you won't pay): I make sports betting on multiple casinos, and once I get limited, I register into another one. This is my profession. This is not a fraudulent action, and this is a thing that I have been doing for years and up until this day, I haven't had any single problem, even when clones share information and I got limited without even depositing anything. Not a single casino had any problem to withdraw my money. It may have taken some time, but none have refused. This is a clear abuse.

Yes, I play on multiple casinos and in fact, have also played in casinos of your family with similar odds and offers, but this is far away from a fraudulent action. I hope the askgamblers team can understand what I'm going through and see that they just don't want to pay. Several players have also complained regarding withdrawal delayments across different platforms