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My account was closed because "the document has not passed the verification controls."

It doesn't make sense: to create the account and make a deposit, they asked for my ID, a selfie, and my address. Everything was approved, and I was able to bet normally.

My ID card shows an address in Córdoba, but I proved with proof of address that I live in Buenos Aires and that document was accepted when I registered.

If that data was useful initially, why is it now grounds for closure? I need an explanation of exactly what went wrong and how I can fix it.

Mi cuenta fue cerrada porque "el documento no ha superado los controles de verificación".

No tiene lógica: para crear la cuenta y depositar me pidieron DNI, selfie y domicilio. Todo fue aprobado y pude apostar normalmente.

En el DNI figura domicilio en Córdoba, pero mediante prueba de domicilio demostré que vivo en Buenos Aires y ese documento fue aceptado al registrarme.

Si esos datos servían al inicio, ¿por qué ahora son motivo de cierre? Necesito que me expliquen qué falló exactamente y cómo puedo solucionarlo

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with bet365 Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please explain in more detail how it came to be that your address on the documents didn't match the information found in your player's profile? Have you moved since registering the account in the casino?
• Was there any balance or winnings on your account confiscated?
• Could you please provide a more detailed explanation about the key events and when they took place?
• Could you please share with me your communication with the casino regarding the accusations made against you? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Thank you very much in advance for your reply.

Best regards,

Tomas

Dear Alan35,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru