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I deposited around 1200 euros. When I attempted to withdraw 1500 euros, they closed my account and are not responding to my emails. They have stolen my money.

Hice ingresos por valor de 1200 euros más o menos. Y al hacer una retirada de 1500 cerraron mi cuenta y no responden a los emails. Me han robado mi dinero

Dear rafarodriguez1234511,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before the casino blocked your account?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Good morning, first of all, thank you very much for answering. Secondly, they didn't ask me to verify any information before making any deposit and I was able to deposit the 1200 euros without verification. I did it with my ex-partner's card and now they are asking me for a selfie of him with his ID card in his hand. I tell them that I can't get that now and that I can give them another account number where I am the holder and another card where I am the holder and I have not received a response.

Buenos días lo primero muchas gracias por responder. Lo segundo a mí no me pidieron verificar ninguna información antes de hacer ningún depósito y pude depositar los 1200 euros sin verificación lo hice con la tarjeta de mi ex pareja y ahora me piden un selfie suyo con su tarjeta de identidad en la mano les digo que yo eso no lo puedo conseguir ahora y que les puedo dar otro número de cuenta donde yo soy el titular y otra tarjeta donde yo soy el titular y no he recibido respuesta

Thank you for your reply, rafarodriguez1234511. I have checked the T&Cs, and this is what I found:

6.8 You are not permitted to use any payment method belonging, or registered to, a third party for the purpose of depositing funds to your account. Any deposits made in breach of this provision will be deemed invalid, and any subsequent winnings arising from such deposits will be considered null and void and subject to forfeit. 

Furthermore, please check our Fair Gambling Codex for Players:

Payments

For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations.

Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card or this possibility is communicated beforehand. Technically it is very difficult to check who’s the owner of the payment method at the depositing stage. This can be checked only during account verification, which is usually done when a withdrawal is requested. Therefore, it is a player’s responsibility to use allowed payment methods only.

If you’re not able to prove that you are a legitimate owner of the payment method and you haven’t received approval from the casino allowing you to use a third-party payment method, I’m afraid there’s not much we can do for you.

Thank you very much in advance for your reply and understanding.

So I understand that if I request it with the selfie with her identity, they will enter it for me, right?

Entonces entiendo que si lo solicito con el selfie con la identidad de ella sí que me lo ingresarán no?

I have already sent them all the information they asked me for, including the selfie of the card owner, and I have not found an answer.

Ya les he enviado todos los datos que me pidieron incluso el selfie de la propietaria de la tarjeta y no encuentro respuesta

I am not sure where you got this information from, but the term clearly says that if you use a payment method that doesn't belong to you, the casino can confiscate your winnings, and we would consider it fair. Please note that we believe the casino confiscated your winnings in compliance with their terms and we are unable to assist you further.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.