Quote from: Birandony on Today at 04:03:08 PM

Quote from: holydarkness on Today at 02:27:07 AM

Quote from: BK8.Official on February 07, 2025, 06:29:55 PM

Hi Birandony,

Sorry for the inconvenience,
this user was flagged as fraud identity previously hence account suspended. Upon checking it appears to be mainly due to VPN usage, as the member is using a computer to play and their phone to verify.

However, after conduct deeper checking and the consideration of concern from my side and after CMP's response indicating that reason isn't valid. We have revoke the previous action on the member and we have reactivated the account and credit back the balance to the account. We are still discussing the bonus for this member.

Thanks

BK8.Official, thank you for popping in here and walk with us to the bottom of this case. I understand that OP's account is reinstated and fully functional and he can continue on playing on your site?

OP, can you confirm if your account is indeed unlocked and every feature is accessible again from your side?

This is some kind of miracle.
You are my hero =)

My account has been reactivated.
But, there is still some uncertainty...

You see that chat support is very much separated from the verification department. It is strange that such complex issues are discussed with the general support department. It seems to me that it would be right to have a direct connection with the verification department, in order to avoid misunderstandings.

Now I am asked to go through the verification process again. However, the verification field shows the status "reject" and the button is not clickable...
We have made a request to the verification department again.
Honestly, I am very afraid of doing something wrong again =(

They told me to wait for an answer.

https://prnt.sc/0d7sG-vTjKWZ
https://prnt.sc/WYCXBO4FZu7h

It is not an uncommon trait shared amongst casinos [even the big ones] where live support does not... exactly supporting. Sure, from time to time, there are heads of departments and/or someone sitting on the higher floor overseeing and replying to those complaint on live support themselves, but in many cases, as far as I can judge from many cases here, live support can only access limited info and provide players answers with what they have or authorized to give.

This is why, fortunately, we have this forum where many casinos has their account here that works as a representative that happen to be handled by people from those "higher floor", so they can take a look into the case and give more proper explanation.

The way I see it, upon a situation raised in a casino [any casino] it is still advisable to try to reach their live support first, see if they can get it resolved. At times, they can help with KYC issue or [undelivered email for] password reset, and similars.

When things get a tad bit more complicated and you bumped into a wall with live support, that is when it might be a good idea to raise it here, so we can invite the casino rep and get to the bottom of the case together.

Moving to your current situation, I understand that you're initiating KYC because you still have desire to play on the site? For the time being though, your account is accessible [you can play and place bets like normal] and you can withdraw if you want to? You just want to keep on playing, thus wanted to complete the KYC? Or were you asked to perform KYC in order to withdraw?