Beschwerde #22 Dozenspins Casino

Account closed and balance unfairly confiscated

Von Perttu Juhani L.

vor 4 Jahren

Hello.

I have a an issue with the casino Deozenspins.

I made an account 25.11.2020 and to log in I used my bank account details.

I deposited via Ecopayz and won some, my balance was around 300€. I made a first withdrawal of 99€. They asked my bunch of documents (ID, selfie with ID casino screen behind me ect..).

I sent all the documents on 18.3.2021. Then they responded that Driving license is not accepted and that I need to send same documents with different ID. Well I do not have any other ID as I have not renewed my passport because of Covid-19.

So I let the verification to be for now until I get a new passport. Now on 9.11.2021 I decided to check my account I noticed that the layout had changed a bit for the casino and you could not log in with bank details anymore. I asked them to activate my account so I could ask for password to be able to log in.

They activated my account and I could log in with my email and password. But then I noticed that all my balance was gone (around 300€). I asked about this and almost immediately my account was closed again. Then I asked why my account was closed.

Chat told me because I have not verified my account in 6 months and email support told it is because "6.3. If during the processing of a chargeback request the user account was blocked and the user:

- not logged into his account for 90 consecutive days".

Well there is no mention on their T&C that account needs to be verified in 6 months and this is not any chargeback situation (also in the section 6 in chapter 6.2 there is "Dozenspins will send two additional notifications to the e-mail address indicated in the owner’s account.

A processing fee of €50 will be deducted from the amount to be refunded for each email sent.") I never received any notification emails. But this is not even relevant as this is not a chargeback situation.

AND now I checked their T&C and there is this under the section 36. KYC Policy:

"When a user selects to make a withdrawal inside the www.dozenspins.com Platform, then it is compulsory for them to perform a full KYC process.

During this process, the user will have to input some basic details about themselves and then upload. A valid ID Document (ID, Passport, Driver’s License)"

So Driver's License is a valid document and my account should have been verfied already when I sent the documents first time.

So I need that my balance will be placed back to my account and I will be able to make a withdrawal.

Clearly they are just trying to find an excuse not to pay, they are just replying different excuses and moreover these are not even valid.

I have attached the chat response from them about my account closure and funds confiscation, an email response about my account closure and funds confiscation and also the rules section 6. Chargeback that they are referring from their website.

Unseriöses Casino Dozenspins Casino

Grund Kontolöschung

Betrag €300

Diskussion

AskGamblers

• Support Team

vor 4 Jahren

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

Inaktiver Benutzer

vor 4 Jahren

Hello.
My account is now open and balance restored. We can now close this complaint as resolved. Thank you!

Dozenspins Casino

• Representative

vor 4 Jahren

Dear LAITI25,
Since you can't provide your valid passport, you will be contacted by a Risk Department employee and will do a Skype verification with you.
Please wait for an email from a staff member. You will arrange a time and date for the call.
After successful verification your withdrawal request will be processed.

Inaktiver Benutzer

vor 4 Jahren

I got the same reply as I got before: "A drivers license cannot be accepted because it is not an identity document. Please send passport or ID".
Could you tell your KYC-department to accept drivers license as it is mentioned in your own rules. And that I do not have other document as I have not updated my passport (due the Covid-19). If they want I can send you the pictures with my expired passport.

Dozenspins Casino Beschwerde-Statistik

Gelöst 8 / 8

Durchschn. Betrag $2,191

Durchschn. Dauer 12 Tage

Durchschn. Antwortzeit 1 Tag

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