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Locked out of account

Dear jbyfield1588,

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 to make sure I understand your situation completely.

Have you received any explanation from the casino as to why your account has been blocked?

Could you please confirm if you successfully passed the KYC verification?

Have you made any withdrawals from this casino before?

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

Best regards

Veronika

Dear jbyfield1588,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Yes hello they said they suspected fraud on my account,my boyfriend pay id my casino account and many times before that I had withdrawn from casino

Thank you for your reply. I have checked the terms and conditions, and this is what I found:

Deposits

4. You may only use your own personal credit/debit card or other payment methods to fund your account. On occasion, we will allow such activities but it must first be brought to the attention of support staff and accepted at our discretion.

Furthermore, please check our Fair Gambling Codex for Players: 

"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 the 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.

Thankyou for your efforts appreciate it ,still pretty crappy how they keep $12,000 of mine tho,

I understand your frustration but these are standard rules for online casinos and therefore, we are not able to help you.

Due to this reason, your 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.