In the iGaming industry, the verification of account holders is becoming increasingly important in order to prevent instances of fraud or the abuse of services offered by the operator. While it is crucial that operators perform their KYC (Know Your Client) protocols in order to preserve the integrity of their business and its operations, many customers complain about their accounts being frozen, restricted or under investigation without just cause or further information. In these specific cases, Egis will weigh in and determine whether operators are justified in the handling of customer accounts.
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While Egis understands some operators may believe their actions are in line with their terms of service, accounts can often be restricted as a result without sufficient evidence. When arbitrating complaints surrounding the nature of multiple accounts or identity disputes, our panel will examine a number of factors which include but are not limited to:
The general terms of service as presented by the operators
Any applicable evidence put forward by the operators which support their action.
Any evidence that a player has purposely or even mistakenly provided inaccurate information regarding the validity of their individuality.
Whether cases are legitimate or present a false positive in nature, Egis attempts to apply common sense to deliver fair verdicts for both operators and consumers alike.