Dafabet Casino - Аккаунт игрока был закрыт после неудачной проверки.

Hello, I would like to lodge a complaint against the Dafabet Casino because they unfairly closed my account, even though I had sent them everything they requested for account verification. They closed my account due to a failed verification, but I resubmitted all the appropriate and valid documents for re-verification and they did not respond. If Casino Guru could intervene and ask them to reopen my account so I can withdraw my funds, it would be appreciated. Or, alternatively, if they could refund the deposits I've made, that would be acceptable. I simply request this because it feels they want to keep my money unfairly.

Hola quiero presentar un queja con el casino dafabet ya que injustamente ha cerrado mi cuenta pese a que envié todo lo solicitado para la verificación de la misma, solo cerraron mi cuenta por no pasar la verificación de la cuenta pero volví a enviar todos los documentos fidedignos y en regla para poder verificar mi cuenta y no me respondieron, si pudieran interceder casino guru para puedan abrir mi cuenta y poder retirar mis fondos y en su defecto que devuelvan los depósitos realizados solo pido eso ya que ellos se quieren quedar con mi dinero.

Dear FRAN0116,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Dafabet Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please explain in more detail why your initial verification failed?

Could you kindly specify which of your documents were rejected by the casino and why?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

The initial verification failed because I sent erroneous documents that were not valid and I apologized for that, that was my mistake. The documents that were rejected are the proof of my home address, that is, a utility bill, they were rejected because the receipt that I I sent it was not valid in the data, I know I made the mistake but I already found an original and legal receipt and I sent it again and with that everything should be fine but I did not receive a response from the dafabet casino, I attach the original receipt to the previous ones that I uploaded They are not relevant and are without effect, but please accept this last one that I sent you, it is my current address and it is in the name of a relative but I live at that address.

La verificación inicial fallo por envié documentos erróneos que no tenían validez y pedí disculpas del caso ese fue mi error, los documentos que fueron rechazados son la prueba de dirección de mi domicilio, osea factura de servicios públicos, fueron rechazados por qué el recibo que yo envié no tenía validez en los datos, se que cometí el error pero ya encontré un recibo original y legal y se los volví a enviar y con eso debería estar todo bien pero no recibí respuesta del casino dafabet, adjunto el recibo original los anteriores que subí no tienen relevancia y quedan sin efecto pero que acepten este último que les envié, es mi domicilio actual y está a nombre de un familiar pero yo vivo en esa dirección.

I'm sorry but since you failed your initial verification due to sending documents that were not in your name and that were not valid, you breached the casino's Terms and Conditions and the casino was eligible to close your account.

The Terms and Conditions clearly state the following:

5. Verification of Identity/ Anti Money Laundering Requirements

5.4   In certain circumstances We may have to contact you and ask you to provide further information to Us directly in order to complete the Checks. For this purpose, We will be entitled, at Our sole discretion, to require that you provide Us with a notarised ID or any equivalent certified ID according to the applicable law of your jurisdiction or otherwise, proof of address, utility bills, bank details, bank statements and bank references. Until such information has been supplied to Our satisfaction We may prevent any activity to be undertaken by you in relation to the Account or We may, where We reasonably believe that deliberately incorrect information has been provided by you, keep any amount deposited on the Account following the closure of the Account by us.

It is important to always provide correct and true personal information when you undergo account verification in any online casino. All the documents should be in your name, belonging solely to you.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.