As it was correctly pointed out we do not share any customer’s personal information in forums as well as detection methods as discussing this openly would backfire. So let me give a bit of a generic answer, perhaps this could help both Mahdirakib and as a general guidance.
We offer bonuses without wagering, mostly no problem with that as we have a decent risk score system for risk evaluation. However, in some cases, we still get issues, which is not surprising with zero wagering:
- Players, who take advantage and focus on playing and cashing out bonuses with minimum requirements. If that is the sole approach, we tolerate it for quite a long, but then eventually switch off bonuses for such players.
- Players, acting in a manner similar to the above, but do it in an organized group. Sometimes it is crystal clear when the group is involved and multi-accounting bonus abuse becomes a fraud. Sometimes the amount of evidence is less. So we request a KYC trying to determine similarities with other abusing players. What often flags a problematic group is an overlap via the same IP address. IP address suggests there might be a problem, but we review it together with other factors as it could be merely a common VPN address. So KYC comes in play here and is very helpful to make the right decision.
We openly state that we could request KYC and in such cases, we make very careful evaluations as we don’t want to affect players, who are not involved with the group. In many cases, once we get KYC and if all looks legit, we just process the payment.
In all cases, if a player feels that our approach violates the licensing rules, players can file an arbitrage with dispute resolution organizations such as Askgamblers, Casinoguru, or the Curacao Licensor. In many cases providing KYC might be just enough to get the funds released.
