Hi everyone, we'd like to address the case of efxes.
Our Player Safety Team performed a standard verification check on the account after noticing several failed logins from the USA.
Our authentication log reveals that the player attempted to authenticate from the USA followed by several other European cities within minutes - this clearly goes against his claim that he is living in and playing from Mexico.
Whilst the player complied and supplied an identity document and proof of address, he failed to submit documents that support his claims of residing in Mexico. We consequently closed the account after confirming a clear breach of our terms and licensing agreement.
We ensured that the player received the total sum of their deposit back and consequently consider this case to be closed.
So you are holding up the funds because I didn't send proper proof of a permanent address in Mexico? I have been traveling constantly since pandemic. I settled 3 months ago in Mexico and purposefully do everything electronic. I sent you trip itineraries, a letter from the person I am renting from, what the heck else do you need from me? It is criminal to take the money. That is money that I need in order to continue my day to day life, I deposited it all in good faith. I deposited all that money. Regardless of whether you think I have a permanent residence in USA or in Mexico, you need to return the money.
I sent in the Mexico documents, if it's not sufficient what do you need to be sufficient to legally send it back? Let's get this resolved, Cloudbet. This isn't good for anyone.