Quote from: Coinbox1 on Today at 01:51:12 PM

Quote from: Coinbox1 on Today at 07:17:02 AM

Quote from: fragoso21 on Today at 12:13:11 AM

Hello.

Please kindly DM me your user id or registration email so we can take a look.

Thanks

Thank you for providing your account info.
Upon checking, your account has been banned due to the fact that you failed to provide KYC documents. It has been 17 days since the KYC request, and you still have not submitted the KYC documents yet. For procedural reasons, our Risk Management agents can't keep the case open forever (otherwise they would receive a penalty).
I will see what I can do but could you kindly explain why it took such a long time to prepare for KYC? Taking a selfie and taking pictures of your ID and utility bill is supposed to be a piece of cake and my colleague is gonna ask why.

Thank you.
TrustDice Team

I sent back an email 10 days later to figure out why my account had been banned. From the email I recieved, it looked like there was no way back and there was some sort of ToS breach, so I wanted to figure out if my account would be unbanned if I provided KYC BEFORE I sent the requested documents. You are counting the days from first email to today, which does not represent the reality of the situation. And, please keep in mind, I havent recieved an answer from the compliance team for over 5 days as well, I had to reach out through a forum so I could get a decent answer.

Now, you can believe me or not here, but there isn't a specific reason. I've just been busy dealing with personal stuff and completly forgot I still had money in your casino until I recieved the ban email. Personally, I dont think it's that big of a deal for a user to take some time to complete KYC, especially when I'm not even placing bets (again, 99% sure I didnt even log back in ever since they asked for KYC) and there wasnt anything in the email saying that failing to comply with the request within 10 days would result in a ban.

When you say the team would get a penalty for having the case open and "I'm preparing for KYC", like I dont even know what to say to that. I've been gambling for a fair amount of time and I have never been told "you have been banned because you took to long to complete KYC". And if this is truly is how the compliance team operates, dont you think it would be best to inform the players on how your rules work? If the email had said "you have X amount of time to comply with the KYC request, otherwise you will be banned and funds confiscated", obviously we wouldnt be having this back and forth right now. Your comment makes it seem like I'm purposefully stalling the process so I can forge documents to withdraw 450$ (?)

If all it takes is doing the KYC so I can withdraw my funds, I'll do it in 5 minutes.