Desert Nights Casino - Игрок был обвинен в открытии нескольких аккаунтов.

Good day

I opened an account on this site and used the 20 E bonus without deposit.

I have fulfilled all the conditions for withdrawal which are that you have to wager 550E from the bonus.

Then I wanted to withdraw money, but unfortunately the support told me that I had to verify my account by sending a document and making a mandatory deposit of 25E.

I thought this wasn't going to be a problem.

I uploaded all the files.

Then I got the news that the documents were of some poor quality, but they were pretty cool, but I think so well, I'll do it again and even scan it and take a picture with my citizen.

Unfortunately, this account statement in the form of an electrical record is not enough, so I can't trace this either.

I sent it again and I'm waiting.

I wanted to log into my account, but nothing my account is locked for no reason without just closing it.

As I wrote in support and she told me that I have more account, while this casino is my first abroad.

Now I don't know what to do.

I think this casino has deliberately blocked my account and I do not know how to defend against this, I will be glad for any help, I am so sorry to this moment I really liked the site.

Dobrý den

Založil jsem si na této stránce účet a využil bonusu 20 E bez vkladu.

Splnil jsem veškeré podmínky pro výběr, které jsou, že musíte protočit 550E z bonusu.

Poté jsem chtěl vybrat peníze, bohužel podpora mi sdělila, že musím ověřit svůj ´účet zasláním dokumentu a povinným vkladem 25E.

Říkal jsem si, že tohle nebude problém.

Všechny soubory jsem nahrál.

Potom mi došla zpráva, že dokumenty jsou v nějaké špatné kvalitě přitom byli úplně v pohodě, ale tak říkám si dobře, udělám to znova a dokonce to naskenuji a vyfotím se s občankou.

Bohužel této stránce výpis z učtu v podobě elektrického záznamu nestačí, takže tohle taky nemůžu dohledat.

Poslal jsem to znovu a čekám.

Chtěl jsem se přihlásit do svého učtu, ale nic můj účet je zamknutý bez důvodu bez ničeho prostě ho uzavřeli.

Jak jsem psal na podporu tak ta mi oznámila, že mám více účtu, přitom je toto kasíno je moje první v zahraničí.

A teď nevím co dělat.

Myslím si, že toto kasíno mi schválně zablokovalo účet a nevím jak se proti tomuhle bránit, budu rád za každou pomoc, moc mě to mrzí do této chvíle se mi ta stránka moc zamlouvala.

Dear Petr,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask them for supporting evidence, but, before we do so, please could you advise if you have placed a deposit in this casino? Are there any funds being held by the casino, other than those winnings from No Deposit bonus? Thank you in advance for your reply. I hope we will be able to help you as soon as possible.

Best regards,

Petronela

Hi, I didn't put anything.

I found out the conditions and as I wrote in support so they told me I needed to insert 25e

So I thought I'd get verified and when I approve, I put it there, but they blocked my account instead.

Zdravím, nevkládal jsem nic.

Zjištoval jsem podmínky a jak jsem psal na podporu tak, mi říkali, že potrebuji vložit 25e

Tak jsem si řekl, že se nechám ověřit a až to schválí tak si to tam vložím, ale oni mi misto toho zablokuji účet.

I think this is a huge scam.

1. I was 18 years ago.
2. Until October 17, I only played in my state.
3. I would never open 2 accounts if I only have one email.
4. I think he's just trying to take my bonus, but I didn't mean that I just want the bonus and goodbye, I wanted to keep playing and deposit money, but when I see that I can't pick out what to do :(
5. You are very kind and I appreciate your work.

Myslím si, že tohle je obrovský podvod.

1. 18 mi bylo před půl rokem.
2. Do 17. Října jsem hrál jen v mém státu.
3. Nikdy bych si nezakládal 2 účty, když mám jenom jeden email.
4. Myslím si, že se mi snaží vzít jen můj bonus, ale já to nemyslel nějak, že chci jen ten bonus a nashledanou, chtěl jsem hrát dál a vložit si peníze, ale když vidím, že ze stránky nelze vybrat tak co mám dělat :(
5. Jste velice hodní a ocenuji vaši práci.

Thank you very much Petr for providing all the necessary information. I will transfer now your complaint to my colleague Kristína who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

I would like to ask the Desert Nights Casino to clarify this situation. 

Hello today I have received 2 emails from them that the account verification was not successful, I do not know how to do everything there is, but unfortunately I have failed passport so I sent an id card and that failed passport.

I don't know what to do at all.

thank you.

Dobrý den dneska jsem od nich už dostal 2 email, že ověření účtu nebylo úspěšné, vubec nevim jak na to, všechno co tam je jsem udelal, ale bohužel mám propadly passport tak jsem tam poslal id card a ten propadly passport.

vubec nevim co delat.

diky mějte se.

Dear Petr,

Thank you for contacting Desert Nights Casino.

I am writing to inform you that your account Rvonz12  has been closed as your details are listed in a negative Casino database.

This means that you may have played at other casino and are listed there in a negative database. As per our company policy, you are unable to hold an account with our Casino.

Kind regards,

Dneska jsem obdržel tuhle zprávu, která je úplně jeden velký nesmysl.

Z tohohle usuzuji, že tato stránka je veliký podvod.

Hello, I have not played anywhere else.

I see no reason for non-payment here.

This is one big scam, you want to play something with you by chance and you are not able to pay it.

Dobrý den, nikde jinde jsem nehrál.

Nevidím zde důvod k nevyplacení.

Tohle je jeden veliký podvod, člověk si chce u Vás zahrát něco náhodou vyhraje a vy nejste schopni mu to vyplatit.

Hello Petr,

Thank you for keeping me updated! Unfortunately, so far I haven't received any answer from this casino. They still have some time left, so hopefully someone will comment on this unpleasant situation soon.

Thank you for being patient.

Hi everyone, 

I wanted to double-check with the teams before commenting due to the nature of the complaint. 

Unfortunately the player is listed in a negative database, and was unable to pass our security check. Please be aware I can't share specific  information publicly. 

So at this time the players account will remain closed and he won't be able to play further at Desert Nights. 

Please don't hesitate to contact me if you have further questions or concerns. 

Regards, 

Team Desert Nights

Hi this is nonsense, I sent all the documents.

Zdravím tohle je nesmysl, všechny dokumenty jsem Vám poslal.

Hello Team Desert Nights,

Thank you for your reply. I would like to know what you mean by "a negative database". Petr said he played in a foreign casino for the first time. Would you be so kind and send the evidence or some explanation to my email address (kristina.s@casino.guru)?

Thank you so much.

We would like to ask the Desert Nights Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Hello Petr,

I am very sorry, but since we haven’t received any other response from the casino, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively impact the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

Hi there,

I cannot reveal too much information a public forum, but the following documents were considered invalid.

Proof of address document and bank document had different cities listed as place of residence.

The player never sent a full picture of his passport as requested. The images were sent were clearly tampered with.

Unfortunately because the player did not pass our internal security checks, as well as being listed on our negative database eh is unable to play at Desert Nights Casino.

This is ridiculous. I've sent you these pictures about 4 times

This is honestly the biggest scam I know, all documents have been sent, I can't even edit photos.

I hope this message spreads quickly, that this is a scam.

Thank you at least to the casino guru for standing up for me, unfortunately fraudsters like this desertnight site should not be presented here at all.

This really pisses me off, you win does what you have, but they're not happy with the show, because they come up with things about a blacklist out of nowhere.

nothing more than a scam.

Thank you casino guru

Have a nice day

Tohle je směšné posilal jsem Vám tyhle obrázky asi 4x

Tohle je upřímně ten největší podvod co znám, všechny dokumenty byly zaslány, upravovat fotky ani neumím.

Doufam, že se tato zprava rychle rozšíří, že tohle je podvod.

Děkuji aspoň casinu guru, že se za mě postavily, bohužel podvodníci jako je tahle stránka desertnight, by vubec tady neměly byt prezentovány.

Tohle mě fakt sere, člověk vyhraje udělá to co má, ale oni pořad nejsou spokojeni, protože si vymysli veci o nějaké černé listině z ničeho nic.

nic vic než podvod.

Děkuji casino guru

přeju krasny den

Hello Petr,

Do you wish to continue resolving this case, please?

I would like to, but this casino will not make its mistakes.

Rád bych, ale tohle kasino si nepřízná svoje chyby.

Hello,

I would like to ask Desert Nights Casino for some proof to support these claims. We completely understand your right not to comment publicly, but you can write me a message to my email address kristina.s@casino.guru. We would really like to close this complaint fairly, but without more details it is not possible.

Thank you so much for understanding and I am looking forward to your message.

Hi there,

I am still checking with the relevant teams what we are able to share privately with casino guru. Thank you for your patience.

Regards,

Team Desert Nights Casino

Fake site

Hi Kristina,

Email sent

Hi Kristina,

Sorry for the delay - email has been sent again now.

Kind regards,

Team Desert Nights

Hello,

Thank you very much, we will review it and get back to this complaint as soon as possible.

We reviewed the proof of duplicate account from Desert Nights Casino. It seems that two accounts were created with the same data - the only difference is in the email address and login. Now we would like to know if both accounts played with the same bonus or not. Could you provide more details, please?

Hi there,

I'm afraid there's no relevance whether the player used a bonus in both accounts or not.

Hello everyone,

I am sorry for longer waiting for our standpoint, but we discussed this case on multiple occasions with our team to decide how to proceed. We know that No Deposit bonuses are often abused in online gambling, and Czech players and their documents might be something less usual, so casinos are more careful.

But Deckmedia casinos all have a great reputation, therefore we truly believe we can find a compromise. From our conversation with the casino representative, we found out, that the casino wasn't satisfied with the quality of documents, which led to suspicion.

The Desert Nights Casino decided to reconsider reopening the account after Petr submits these documents (quoted from our email conversation):

"-Valid Identification document (front and back) can be ID or driver’s license

-Photo of him holding the valid ID Next to his face

- Printed and scanned/ photographed version of a proof of address, thus in the form of an electricity / phone bill.  Online bank statement doesn’t suffice."

We would also like to point out for Petr, that these documents have to be in a sufficient quality - everything must be clear, and the ID has to be fully visible (all 4 corners). Also, I would like to mention, that there are other ways of verification, for example phone call, recording a video etc.

Regarding my last question about bonuses - our point is, that if there wasn't any activity (the account remained unconfirmed, no bonus was activated, no deposit made, and it is not clear when the second account was created) on the other account, we don't see the reason for confiscating Petr's winnings for a duplicate account.

Additional information for Petr - I would recommend you to fully cooperate with the casino and provide all the necessary documents. The casino representative informed us, that without a successful deposit players aren't able to withdraw, but please make a deposit only when the Desert Nights Casino reopens your account, approves your documents and confirms that you will be able to withdraw your winnings.

Hello

I sent them the documents several times.

identity card

bank statement (online statement)

in our country do not go to the mailbox statement.

I don't know how to solve this.

And I also took a photo.

Can someone please help me from my country to call him?

it would probably be ideal.

Otherwise, thank you for everything and the deposit is not a problem, as I wrote to them in the casino, so I planned to play with them for a long time.

Zdravím

Posilal jsem jim ty dokumenty několikrát.

obcansky průkaz

výpis z bankovního účtu (on-line výpis)

v naši zemi nechodi do schránky výpis.

Nevim jak tohle vyřešit.

A fotku jsem take fotil.

Mohl by mi prosim někdo pomoc z moji země, že bych si sním zavolal?

bylo by to asi ideální.

Jinak děkuji za všechno a vklad není problem jak jsem jim psal do casina tak jsem měl v planu u nich hrat dlouhodobě.

Hello Petr,

Good news! The Desert Nights Casino kindly agreed to pay out your winnings, but you have to send all the documents again to verify your identity and then make a successful deposit.

Please, let me know if you are willing to go through this process, so we can continue resolving this case accordingly.

I certainly greet you

But I need help with what documents to send them.

And to what email.

I have a driver's license and an ID card.

My passport has expired because I am not traveling at the moment.

I still don't understand what account statement they would need, I just have an electronic bank statement in my inbox, I don't like anything like that, so I don't know how I could solve this.

Thank you

and I'm glad Casino Desert understood this situation.

Zdravím určitě jsem

Ale potřeboval bych pomoc s tím jaké dokumenty jim mám zaslat.

A na jaký email.

Mám řidičák a ID kartu.

Pas mám prošlý, protože necestuji momentálně.

Pořád nechápu jaký výpis z účtu by oni potřebovali mám jen výpis z banky elektronický do schránky mi nic takového nechodí tak nevím jak bych mohl tohle vyřešit.

Děkuji

a jsem rád, že Casino Desert pochopilo tuhle situaci.

You wrote that video call verification is also possible

I have no problem with that, I sent my documents about 3 times and they didn't recognize them, so I don't understand what the problem is, preferably if someone from the Czech Republic or Slovakia helped me with it.

Psali jste, že je možno i ověření pomocí video hovoru

Nemám s tím problém, já poslal své dokumenty asi 3x a neuznali mi je tak to nechápu v čem je problém, nejlépe kdyby mi s tím pomohl někdo z České republiky nebo Slovenska.

And I don't even have an address anywhere in the statement, because my wife pays for electricity and everything like that, so there's nothing wrong with me.

I don't know what to do if it can be solved somehow.

A ještě k tomu ve výpisu nemám ani nikde adresu, protože elektřinu a všechno podobné platí za mě manželka, takže nic není na mě.

Nevím co udělat jestli se to dá nějak vyřešit.

Petr, thank you for your reply. I can translate for you (the best would be via emails), if needed, just let me know. My email address is kristina.s@casino.guru.

But first, I would like to ask the Desert Nights Casino what is the best way to solve this situation. Where should Petr send his documents, please? I found this email address in contacts support@desertnightscasino.com, but I am not sure if this is the right one.

Also, would ID and driving license be enough? How should he solve the problem with the bank statement, when it is available only online, and he doesn't have any other proof of address? Thank you very much.

Hi there,

it would be okay for him to submit proof of ID using an ID card, he needs to send copies of both front and back, as well as a photo of him holding the ID next to his face, the passport is no longer needed.

So we need:

-Valid Identification document (front and back) can be ID or driver’s license

-Photo of him holding the valid ID Next to his face

Regarding the proof of address, I will update you as soon as I can.

Hello,

Thank you for your reply. Could you please specify, where should Petr send all those documents? What would be the best option?

Hello

I sent my documents to support@desertnightscasino.com.

Kristyna, I sent them to you too, so you can see that I am sending it correctly.

Thank you

Zdravím

Na e-mail support@desertnightscasino.com jsem zaslal svoje dokumenty.

Kristyno zaslal jsem je i tobě, aby jsi viděla, že to posilam správně.

Děkuji

Otherwise, my ID card also contains address information

Jinak na mé ID kartě jsou i údaje o adrese

Dear Petr,

Thank you for contacting Desert Nights Casino support. We hope that you're having a great day today! 

As this account has been closed due to multiple accounts, it will have to remain closed. 

As stated in our terms and conditions, "Only players who have registered a real-money account are eligible to receive promotions... If a second account is opened it will be closed and all play bonuses and winnings may be voided.. "

You can see more about this rule via this link to our terms & conditions https://www.desertnightscasino.com/terms-conditions/bonus-tc

If you have any further questions or concerns please feel free to contact us anytime. 

Kind Regards, 

Jenny  

Desert Nights Customer Support 

support@desertnightscasino.com

vip@desertnightscasino.com

finance@desertnightscasino.com

kde je problem zase?

Hi there,

The customer submitted the exact same documents as before and as stated previously, we cannot accept these.

Our team has requested the correct documents, once again.

Hello,

I checked the documents and I agree that they weren't the best quality. I contacted Petr via email and I recommended him to send them again, so hopefully, it will be okay next time. Thank you for your patience.

Hello

I took pictures of my id card after about 4

I'm taking a picture of it on an iPhone 11, so it's probably a mistake that email spoils the quality, I'll try to do it somehow today.

Alternatively, I could send Kristina's documents to your fb page and you would forward them.

Thank you very much

a beautiful day

Zdravím

moji id kartu jsem fotil už asi po 4

fotim to na iPhone 11, takže je asi chyba, že e-mail kazi kvalitu, zkusím to dneska nějak udělat.

Popripadě bych ti mohl Kristino dokumenty poslat na fb stránku a ty bys je preposlala.

Dekuji moc

krasny den

Good ok sorry, I still thought it must be scanned without background, today I sent this should definitely be alright already 🙂

thanks a lot

Dobrý v pořádku omlouvám se, pořad jsem myslel, že to musi byt naskenovane bez pozadí, dneska jsem poslal mělo by to byt určitě už v poradku 🙂

diky moc

Hi there,

Please let me know when you have sent them. There will likely be a delay due to the weekend as well.

Hi

I sent the documents on July 3, 2020 at 5:44 in the morning

Thank you

I sent them twice because for the first time I forgot to show all 4 corners even in the background.

Bye

Ahoj

dokumenty jsem poslal 3.7.2020 v 5:44 ráno

dekuji mějte se

posilal jsem je 2x, protože poprvé jsem zapommel ukázat všechny 4 rohy i v pozadí.

mejte se

Dear Desert Nights Casino team,

Could you, please, confirm you received these documents? What is the next step? Please let us know so we can move forward with this complaint.

Hi there,

I can see the account is still not approved. I am waiting to hear back regarding the latest documents.

I sent them to you

Posilal jsem Vám je

Hello everyone,

Dear Desert Nights Casino team, Petr sent it to Desert Night's support email almost 3 weeks ago, but we can send it to your email as well, if you wish, just let me and Petr know.

Yes, you can send them, I forwarded them to you as well, so everything should be fine

Ano, můžete je zaslat, přeposilal jsem Vám je také, takže by mělo byt už všechno v poradku

Hi there,

Terribly sorry but I have yet to receive an answer back from the team. I will update as soon as I have one

Hello,

Thank you for this information. Please let us know.

Dear Desert Night Casino,

I forwarded you Petr's email. He sent his ID and a selfie to the casino's support more than a month ago. Would you be so kind and help us to finally move forward with this complaint? We would like to see it resolved in the near future. Thank you very much.

We would like to ask the Desert Night Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Hi there.

The player keeps sending the same documents, which were rejected by our security department. As before-mentioned we gave the customer one final chance to send acceptable documents which he has failed to do, thus he is no longer welcome to hold an account with us.

I sent them to you were not the same I have evidence I sent them to the company casino guru.

Já Vám je posilal nebyli stejne mám důkazy posilal jsem je i společnosti kasino guru.

Petr sent new documents to the casino's support and to me as well more than a month ago. We admitted his old documents weren't of good quality (which probably raised the suspicion), but his new ID photo and selfie are different from the old ones. All corners are visible, all data can be easily read. Please, would you be so kind and tell us what is wrong with them?

We would like to ask the Desert Night Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Unfortunately, since we haven't come to a mutual agreement, even after such a long time, we are forced to close the complaint as unresolved again.

Petr, I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.