Corgibet Casino - Igrački nalog je zatvoren.

Dear casino.guru

After an exhausting verification process, where Corgibet several times emailed me that my account is now verified, to shortly after request further documentation, they today first emailed me that my account was verified, and shortly after emailed me that my account is closed.

Without being specific, the email clearly indicates that I have submitted faked or fraudulent documents.

Text copy/pasted below:

"Your account has been permanently closed due to failing to pass the KYC procedure.

As stated in our Terms of Service, failure to comply with our Know Your Customer (KYC) requirements may result in the suspension or closure of your account, as well as confiscation of winnings:

7.5. It's the player's responsibility to ensure that all documents as a part of the KYC process are genuine. Faked or fraudulent documents provided may result in a confiscation of deposits and potential winnings of the player.

To initiate the return of your deposits, we respectfully request that you provide us with the following information: crypto wallet address, currency, your full name.

Thank you for your understanding and cooperation. We look forward to your response.

Best regards

Caterina

Casino Support Team"

I have submitted only valid and genuine documents to Corgi et, verifying my ID, my address, my deposits, and ownership of deposit method (BTC deposit from my Binance account, which I spent much time with Binance support to figure out how to verify in a satisfactory way).

I am quite angry and provoked at the accusation from Corgibet that I have submitted fraudulent or faked documents, which I most certainly have not. And I will provide all documentation casino guru may require. Including full email communication with Corgibet and all documents submitted to Corgibet.

At this time I'm uncertain if Corgibet are actively trying to defraud me, or if they are making a good faith mistake accusing me of wrongdoing.

Their high safety score in casino.guru suggests to me, they are not a fraudulent operation, but their actions towards me here are totally unacceptable.

They write in the email they will pay only my deposit back. Which I of course don't accept. I have a withdrawal of 7500 NOK won within all terms, and I want my funds.

And to repeat myself, I have submitted only genuine and valid documents to them; My ID, My live selfie via Sumsub, my Bank account statement to verify address, and documentation from my Binance account to verify deposits and ownership of deposit method.

Please help and let me know what you need me to provide in order to do so.

Best regards

[Redacted]

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Has the casino indicated that there might be a problem with approving specific documents?
• Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?
• Did you accumulate your winnings with or without an active bonus?
• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Hi Attila and thank you for your response.

I will try to be very specific in my response:

From how I understand their email about account closure, their claim is that one or some of my documents are faked or fraudulent.

The first documents provided were my passport and my live selfie, via Sumsub.

I then received an email that my account was verified.

They then requested a proof of ownership of deposit method. My deposit method was BTC from my Binance account.

Retrieving a document containing both my BTC address and personal info is quite difficult, but after emailing back and forth with Corgibet explaining this, I went to Binance live support on Corgibets request, and live support instructed me how to download document requested.

I downloaded document, attached it in a response email to Corgibet and sent.

A while after that, that again emailed me that my account was verified. Less than two hours later, they emailed me that my account was closed, citing rules about confiscating funds due to faked or fraudulent documents.

After that, I have tried to email with them, but get responses where they are quite cold and unspecific but it's clear they are not interested in further explaining or look into if they might have made a mistake.

All my documents submitted are genuine and valid, and my own. My Binance account included, so what's happened here makes little sense to me. I've considered the possibility the casino is fraudulent in nature, but their safety score in casino.guru indicates they are not.

So I am at a loss and require assistance.

I must say that their accusations that I submit fraudulent or faked documents, which I don't, is completely unacceptable. If they have made a mistake, they should try to figure out where, instead of accusing me of criminal intent.

All documents submitted to Corgibet will be available for casino.guru and any additional documents requested will be acquired.

I am from Norway and Norwegian government censors many gaming sites (political thing protecting Monopoly of state gaming company Norsk Tipping).

I therefore often have VPN active, but couldn't say if it was active during the period I played in Corgibet. Neither have they mentioned that this was an issue.

I accepted a deposit bonus at Corgibet, but my winnings were won after the bonus was completely wagered. So the answer is I accepted bonus from them, but won with real money, not bonus.

I played only slots.

My preferred slot games are Gonzo's Quest, The Dog House, Starburst, and Bonanza Falls.

I appreciate your assistance and have previously received help from Casino.guru.

I will be available on short notice to supply any information or documentation requested.

Best regards

[Redacted]

Thank you for your response. Could you please forward all documents you provided to the casino for verification, along with any communication between you and the casino’s customer support? You may send the information to my email address: attila.g@casino.guru.

Thank you very much for your patience and cooperation.

Hi Attila and thank you for your response. I have forwarded the email thread between me and Corgibet. I believe around 15 emails in total.

All submitted documents are available in my email responses in that thread. Please let me know if I can provide anything else.

Kromsjukaa

Thank you for your response. Unfortunately, I have only received one email, which did not include the documents mentioned. Could you kindly check if a different email address was used for sending those documents? Thank you for your cooperation.

Not sure if forwarding the email thread worked then, so I will screenshot the thread one by one and attach in email, first to last.

All sent .

Best regards

Kromsjukaa

Dear Kromsjukaa,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Jana (jana.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Dear Kromsjukaa,

I sincerely apologize for the inconvenience caused by your account being blocked. I will promptly reach out to the casino to address this issue and work towards a resolution. Additionally, I would like to invite a representative from Corgibet Casino to join this conversation to assist in resolving your complaint.

Dear Corgibet Casino,

Could you please clarify the reason for the player’s account being blocked? We would greatly appreciate any evidence or documentation you can provide regarding this matter. You may include your statement and supporting evidence here, or alternatively, you can send it to my email address at

jana.k@casino.guru.

Thank you for your cooperation and assistance in this matter.

Kind regards,

Jana

Dear All,

Thank you for sharing and raising this with us. We have checked the matter and have sent a mail to Jana, where we will discuss this further.

Dear Jana,

Please check your email at your earliest convenience, thank you!

Best regards,

Corgibet Casino

Dear Kromsjukaa,

I hope this message finds you in good spirits. I would like to address the documents you submitted during the verification process. Initially, they appeared to be authentic and were accepted at the initial verification stage. However, the subsequent video verification has raised considerable concerns regarding the potential misuse of identity. This situation constitutes a serious violation of the casino's platform rules and suggests that another individual’s identity may have been used in the operation of your account. Consequently, I regret to inform you that I must reject your complaint. Should you experience any issues in the future, please feel free to reach out to us for assistance.

We’ve reopened this complaint at the request of Kromsjukaa. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Hi and thank you very much casino.guru and Jana for reopening this complaint.

First of all, as stated to casino.guru, it would make no sense for me to pursue this issue if I had abused someone else's identity or vice versa and this was proven by me submitting faked or fraudulent documents, or through video verification.

I have acted in good faith and have broken NO rules or terms while registering, playing or verifying my account in Corgibet. I have twisted and turned my mind trying to figure out what it is Corgibet thinks or claims is wrong, false or fraudulent with my documents or my verification otherwise, but come up short. I have considered the possibility that my boyfriend assisted me in opening camera before handing me my phone and performing the liveness check, but can't really believe they would use this to make this claim. I have considered if this is a misunderstanding on casinos part or an error in their system. In the end, I really have no idea, but I can state with integrity and conviction this:

I registered in corgibet.com with my own name and correct personal info.

I made deposit(s) from my own crypto wallet.

I played myself and broke no rules or terms.

After winning I made withdrawal request of 7500 NOK.

I submitted my own documents verifying my ID (passport via Sumsub) and I submitted my own bank statement to verify address.

I performed liveness check (myself).

And I submitted proof of payment from my own Binance wallet, which Corgibet finally approved after some back and forth emailing and me going to Binance a live support getting help to acquire the document Corgibet requested.

Shortly after, Corgibet emailed me that my account was closed and insinuated I had submitted faked or fraudulent documents. Which is completely false. All my documents are genuine and my own and I performed liveness check myself.

If Corgibet is of an opinion that any of the above is false, I suggest they provide proof to such a serious and totally false claim, or I suggest they thoroughly investigate and find out where they may be mistaken or if there is an error in their system.

My conscience is absolutely clear, and even more than wanting my money won fairly I very much do not accept the accusation I'm a cheat, criminal or abuser of someone else's identity or vice versa.

If Corgibet is unwilling to resolve this or find out what misunderstanding has led to this, or supplying proof to their claim (which doesn't exist), I will have no other options in this matter, than accepting that I won't receive my win and my account remains closed.

But again, I would not pursue this further if their claim was valid, wasting my own, casino.gurus and Corgibets time.

Regards

Kromsjukaa

Dear Kromsjukaa,

We would like to clarify that your account was closed and the winnings confiscated due to a breach of our Terms and Conditions. This refers to the failure of our KYC verification.

As stated in our Terms of Service, failure to comply with our Know Your Customer (KYC) requirements may result in the suspension or closure of your account, as well as confiscation of winnings:

7.5. It is the player’s responsibility to ensure that all documents submitted as part of the KYC process are genuine. Faked or fraudulent documents provided may result in confiscation of deposits and potential winnings.

Furthermore, the deposit made to your account will be refunded. To initiate the return of your deposit, we respectfully request that you provide the following information: crypto wallet address, currency, and your full name. We have sent you an email in April; however, we have yet to receive a response with the required details to initiate the refund.

Unfortunately, we are unable to provide the exact documentation regarding the breach due to security reasons. However, further clarification was provided to CasinoGuru to ensure a fair assessment.

Dear Jana,

We have sent you an email with additional information. Please review it at your earliest convenience.

Best regards,

Corgibet Casino

I have attached emails from Corgibet from April 12th, 14th, and 18th where they confirm my account has been verified.

After the first two confirmations my account was verified, they proceeded to request further documentation. Which I provided and provided. At length. Going through a quote lengthy support ordeal with Binance to supply the exact documentation Corgibet requested.

I complied not once, not twice, but three times with Corgibets KYC requests.

After they confirmed my account was verified the third time, less than an hour passed before I received a new email that my account was permanently closed. Indicating I had provided faked or fraudulent documents.

I have thoroughly gone through all the documents sent, as the documentation for payment method was sent from a shared computer, to ensure no files were mistakenly added.

And none were. I have provided only genuine and valid documentation, as requested by Corgibet; proof of ID (passport), proof of Address (bank statement), and proof of payment (several files from my Binance account).

Additionally I performed a liveness check through Sumsub (who also have my passport stored in my profile).

ALL!!! files provided are genuine, valid and MINE!!!.

All claims otherwise are either intentionally false, or mistaken. As Corgibet repeatedly denies providing evidence that I have provided faked or fraudulent documentation, I'm leaning to intentionally trying to defraud me, and mislead casino.guru. It makes no sense to me that they are unable to provide documentation for security reasons, when the documentation is sent by me. Who is there else to protect?

Claiming I have not complied with their KYC requests is absolutely an argument that is totally irrational, as I kept supplying the documents they requested, and they repeatedly verified my account, before abruptly closing it.

I can provide any document provided to Corgibet, to casino.guru on request.

ALL are genuine and valid. NONE are faked or fraudulent.

As no evidence is provided by Corgibet and their claim to faked or fraudulent documentation is very unspecific, I am presenting my defence against such a claim in the best way available to me. I am willing to provide ANY document, I will allow Corgibet to forward to casino.guru ANY document I have provided to them.

To Corgibet:

You are either mistaken, or you are intentionally defrauding me of my fair win, and additionally making severe accusations against me.

However this case turns out (you have obviously no intention of paying me my fair winnings) I hope some action is taken against you to reflect the way you run your casino.

Thanks

Dear Corgibet.

I wrote a long reply to your response earlier today, but it seems I may have failed to post it, as I can't see it in the thread.

Attached are screenshots from emails 12th, 14th and 18th April where you confirm my account is KYC verified. Also attached screenshot of email where you shortly after last confirmation of KYC verification, closed my account, insinuating I had submitted faked or fraudulent documents.

ALL my documents supplied are genuine and valid. And they are my own. I performed liveness check myself.

Your accusations of breach of terms, submitting faked or fraudulent documents, and failure to comply with KYC requirements are both deeply insulting and false.

I have checked and double-checked if I may have misclicked a wrong file into our email dialogue as payment method documentation was submitted via a shared computer, but I have not made such a (human)error.

Your claims are either mistaken or disingenuous.

I don't know if your claims that I have submitted faked or fraudulent documents are based on a misunderstanding on your part, a system error, or if they are indeed made in bad faith, but I know that all documents I have submitted are in good faith, they are valid and genuine and they are my own.

And to sum up, this applies to my proof of ID (passport stored in my Sumsub profile), proof of Address (bank statement), liveness check via Sumsub, and proof of payment(several files from my Binance account).

All my documents submitted to you are available for casino.guru on request for third party verification. Furthermore I agree to any documents submitted by me to you, to be forwarded to casino.guru for third-party verification.

For you to send casino.guru documentation which you claim is faked or fraudulent and claim is sent by me, and then excluding me from insight into this, has though a suspicious ring to it. Why would I be excluded from seeing documentation you claim I have sent to you? And this is for security reasons?

Makes absolutely no sense under no rule of law or no common sense terms, that you should accuse me of having sent you faked or fraudulent documents, which you for security reasons deny to present evidence of to me, but can send to a third-party without me being able to confirm or dispute the documentation in question originates from me.

All files sent from me to corgibet are my own. They are genuine and valid

I have broken NO terms. I have complied with all your KYC requests, and my win of 7500 NOK is not in breach of any terms.

I hope that a failure to fulfill your obligation to me as a player/customer by paying me my win, is reflected in casino.gurus final evaluation of this case.

Kromsjukaa

Dear Kromsjukaa,

I sincerely empathize with your frustration, and I would like to clarify the situation further. You have submitted the correct document to the casino; however, you did not successfully pass the verification liveness check. Unfortunately, this constitutes a significant violation of the casino's terms and conditions, which is why your account has been temporarily blocked. While the documents you provided do indeed appear to belong to you, the individual appearing on the verification call was male. Regrettably, this leads me to the decision to reject your complaint. Please remember that if you encounter any issues in the future, we are here to assist you.