Luxury Casino - The casino stole my deposit and blocked my account

Hi there

Risk management has sent an email regarding the closure of the account. The deposit has been refunded back to the same account it was deposited from per our T&Cs regarding withdrawals. The email regarding the decision is below:
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English translation:
Hi XXXX,
Thank you for contacting Casino Rewards.

We would like to inform you that your withdrawal has been terminated due to a violation of the casino terms and conditions due to the mismatch of your financial accounts used to purchase casino credits and casino withdrawals and due to a failure of our verification process. Your winnings are thus voided and your account is closed.

Please refer to the casino's terms and conditions regarding the verification process

Verification process
i.Luxury Casino reserves the right to ask players for verification documents after making a deposit and/or before making a withdrawal. If necessary, the casino may also require these documents to be certified by a registered notary public or a registered professional. This includes, but is not limited to:
a. Proof of ownership of financial accounts used for casino deposits and/or withdrawals. This will include, but not be limited to, a copy of the physical card, bank account statement or relevant screenshots of other online wallets and methods.
b. a copy of a valid identity card; such as a passport, driver's license or government ID
c. proof of residence, such as a bank statement or utility bill, not older than 3 months
ii. All documents must be clear and legible to ensure satisfactory completion of the Player's verification. If the documents provided are incomplete, closed or have evidence of forgery, or for any other reason deemed unacceptable, the player must provide additional information until Luxury Casino can successfully verify the player's identity.
iii. If Luxury Casino has reasonable grounds to suspect that the Player has provided false documentation, misleading or incorrect information, Luxury Casino will not recognize such documents as valid and the Player's failure to verify may result in termination of the casino account and/or denial of the withdrawal request.
iv. A player's withdrawal cannot be processed until a satisfactory identity check has been completed.
v. The player consents to ILABS Inc, on behalf of Luxury Casino, conducting a credit check to verify identity using the information provided during registration.
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Unfortunately due to the details of this complaint we are unable to supply further information to a 3rd party. The player will need to submit a complaint with the ADR (eCogra) if they would like further dispute resolution on their case.

Cheers

Dear Luxury Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and information 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 suppor­t@a­skg­amb­ler­s.com 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. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thank you in advance.

Hi AskGamblers Complaint Team

Kindly refer to my statement above - due to the nature of this issue, we *CANNOT* supply third party with any further information and the player is directed to the ADR. Our licence conditions mean we are bound by the ADR decision.

This will be my last reply considering this matter until we hear back from the ADR.

Thanks.

Also, as a side note, the deposit was refunded back to the same method.
The player is not out of pocket.

Dear @AnnaZhyliuk,

Please let us know if there are any updates regarding your ongoing complaint and if you have received the deposit as explained by the casino in their post. In case you fail to respond within the given timeframe, please be notified that we will have no other option but to reject the case.

Kindly note that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.