The Money Factory Casino - Verification passed but refused

Dear @Fackau2,

The AskGamblers Complaint Team kindly asks you to clarify the total amount of the disputed payment/s.

Please keep in mind that, as per the AGCCS Guidelines, providing updates in a timely manner is a must.

Thanks for cooperating with the AskGamblers Complaint Team.

I hadn't even requested any dollar amount before getting shut down. I was intending to redeem $650.00 of the $789.94 in my account balance. As you can see, they will allow me to continue to spend my money and winnings with them, yet blatantly state that:
"Yes, we are a legit social casino. We understand that this decision is not what you expected. However, at this time the decision about your verification is final. You can still play with your remaining balance, however, you won't be able to redeem it since we can no longer process your verification."
And refuse to elaborate in any way. I'm very confused as to why, since I have verified with the kyc company on multiple occasions, with other casino's.
Thank you so very much for taking the time to help me.
Sincerely,
Stephanie Baird

This is the email response they sent me. I forwarded the originals to suppor­t@A­skg­amb­ler­s.com, in hopes they may help in the matter.
thank you again.


Fri, Jan 24, 2:37 PM (14 hours ago)
to me

Hi Stephanie,
Thank you for reaching out and sharing your concerns. We understand how frustrating and confusing this situation may feel, and we truly apologize for any inconvenience caused.
After carefully reviewing your case, I regret to inform you that the decision regarding your account verification remains final. While we cannot disclose the specific details due to security and compliance reasons, this decision was made in accordance with our Terms of Service and internal policies.

Please note the following:

Verification is a crucial process designed to ensure compliance with regulations and protect both our platform and our players.
As stated in our Terms, the ability to redeem winnings is contingent upon successful verification of your account. Unfortunately, since we are unable to complete this process, redemption cannot be facilitated.
While we cannot allow further verification attempts or redemptions, you are welcome to continue enjoying gameplay with your remaining Gold Coins (GC) balance, which is designed for fun and entertainment.
We understand that this is not the resolution you were hoping for, but we assure you that these measures are in place to maintain the integrity and security of our platform.
We value your understanding in this matter and sincerely apologize for any disappointment caused. Thank you."
Marlou
The Money Factory

Dear The Money Factory Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.