Ag Awards

Dozenspins Casino - My account was locked without explanation

Complaint Info
Disputed casino Dozenspins Casino
Reason Account closure
Amount € 2550
Inactive user
Posted on September 11, 2020

Hello, I rarely play casino, but I've run into trouble. I enjoyed playing in this casino. I put my win at the conclusion. I won a fairly large amount of 2,550 euros. Casino requested several documents to verify your account. Passport, selfie on site and screenshot of my wallet. After that, they requested a Skrill extract in PDF format over the past 3 months. I sent it all.
The next request seemed strange to me. Casino asked video from my computer screen. They asked me to show my Skrill account transactions on video. The first time I sent a video is where they can see the transactions. It didn't fit a casino. They changed the conditions and demanded to be filmed a second time. The video should show how I log in to my account Skrill. I sent the video a second time under the terms of the casino.
That's not all. The next casino request is Skype Verification. A casino employee called me and asked me a few questions. I answered all the questions.
The next day, I received an email saying my account was locked.
I made huge efforts to pass verification and get a win. I don't understand the reason for the lockdown. Casino claims that I allegedly violated the rules of the casino. I disagree with that.

Posted on September 11, 2020

The security service of the project Dozenspins conducted a detailed check of your URUS45 login.
This login did not pass the casino security check.

Your account refers to the accounts of cheaters who played from your computer, so your account and accounts of cheaters are blocked without the right to withdraw funds and games on the site.

Since it was found a gross violation of rules 10.1:
While using the Services provided by Dozenspins, users are not allowed:
- register and use additional / duplicate accounts;
- carry out fraudulent or criminal activity.
The Administration of Dozenspins intends in such cases to take all reasonable steps to prevent and detect such activity and its participants.

Also according to point 11.6:
In the event that we are forced to close your account due to your collusion with another player or group of players / attempt to defraud the company or another player / are suspected of fraudulent or other criminal activity / have committed a gross violation of the User Agreement, resulting in damage to the company or a third party, the balance of your account will be deemed to have been cancelled or will not be refunded.
On the basis of violation of these paragraphs of the rules of the casino Dozenspins Your game account URUS45 is closed without the right to open, and the winnings are canceled.
This decision is final and will not be reviewed.

In case of disputable situations, the Administration of Dozenspins is ready to provide the necessary information and evidence of violation of these paragraphs of the rules with reasons to the Third Party, namely, the licensing authority involved in the resolution of the disputable situation.

According to the rules, you are prohibited to play on the website of the casino Dozenspins, as well as on the websites of partners specified in the license.

Posted on September 11, 2020

Dear Dozenspins Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and evidence that could support your accusations towards the player. Please make sure to state all the relevant casino and/or promotional terms that you believe have been breached by the player, if any. Please send required information to suppor­[email protected]­skg­amb­ler­ directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved.

Thanks in advance for your cooperation.

Posted on September 14, 2020

Dear all,

Kindly note that the AskGamblers Complaint Team requested additional evidence and details from the Dozenspins Casino team due to the fact that we considered the information and proof they presented not justified enough to confirm the accusations against the player.

Should the operator fail to provide such an update within the specified timeframes, the case shall be considered unresolved and will be closed accordingly.

Posted on September 16, 2020

Dear all,

Following a careful review of valid information and proof presented by Dozenspins Casino management, the AskGamblers Complaint Team has reasonable grounds to suspect that the player might have been involved in committing potential fraudulent activities.

The AskGamblers Complaint Team maintains zero tolerance towards players trying to abuse our complaint service and not using it in a good faith. Therefore, we made the decision to reject this complaint and to impose a permanent ban on the player to use our services from now on.

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