Hi holydarkness,
Please kindly understand that as per our
Terms & Conditions, we are under no obligation to provide excessive details to a user who's been banned for his or her violation of the T&C. As far as we know, no such law exists in Curacao, or any other countries.
In fact, when an account got banned,
providing the clauses being triggered, which is what we do, is the already much better than what a lot of other casinos do. Lots of other casinos would simply tell the player there is a T&C violation and that's it. This should be no news to you if you are a player yourself.
This is the industry's standard practice because of 2 reasons:
1. a detailed explanation will require not only manpower but also someone who is more senior and experienced, thus a significant operation cost. A casino will have to weaken its RTP/Odds to cover such cost, which in the end hurt users and ruins the business;
2. banned accounts are often abusers, and abusers abuse by looking for the hole in a casino's anti-abuse mechanism. Giving the details to banned accounts will inevitably provide needed insights to abusers, who will then further exploit based on their newly gained knowledge.
We provide T&C clauses triggered because we do care about the player's experiences, even when the player is likely an abuser. But unfortunately this is already the best we can do as a business, unless one day the majority of players start to favor a lower RTP/Odds in exchange for a detailed explanation when being banned (which don't happen for most players), and casino abusers disappear for good from the internet.
We will deeply appreciate your understanding.
Thank you.
TrustDice Team
And if you read my post carefully, you'll understand that I am not demanding you to give detailed info about why their account got banned, just the reason, mentioned in a direct and clear answer. If you read through this whole sub-boards, you'll see that there are a lot of users complaining about similar issues with other casino or exchange or other business entity. Some cases, the casino did a misjudgment and the situation solved through exchange of evidences. Some cases, the accusers actually tried to fool people and proven to be guilty after each side gave their side of story. While some other cases, the platform did dirty things, and exposed through series of questions where they can't give concrete evidences to back up their claim.
I'm not saying OP is right and you're scamming him, there's even a possibility that he's a multi-acc abuser and the KYC he offered is a bluff, or fake ones. But there's also possibilities where you misunderstood them, or cheated them.
This is why we all are here right now, to see and prove which story is actually a truth.
And about being much better than what a lot of other casinos do by providing the clauses being triggered, I'll invite you to read several threads of issues with casinos on this sub-board, there are several casinos that go to a length to solve the issues and clear their name by cooperating.
Not only they specify the reason so it can be discussed and reviewed, they also gave counter-evidence to back up their claim and get to the bottom of the issue, so err... yeah, you're actually not that much better than you imagined.
This one for good example and comparison.
I'm not threatening you here, just giving a simple words from my observation, but by refusing to specify the reason like this, you actually cast an impression that you're the one being wrong here. Anyone reading this case would probably think like me, that if you have nothing to hide and sure that OP is an abuser, you'll be more than happy to provide --at the very least-- the reason why they're being banned. They offered you to complete KYC and you --unless you have an evidence that OP's claim and screenshot is not true-- banned them instead, and then just after the situation escalated to this forum you asked for KYC. If you ask me, it's kinda looks fishy. Lest it be too late and a flag raised and stir a lot of unnecessary inconvenience like
the other case OP had in the past.