888Starz Casino - Player’s withdrawal is blocked due to verification issues.

Dear sir , I had 40000 in my account and I tried to withdraw but my withdraw rejected and said to submit I'd to security department,then I mailed security team and submitted my id but they keep asking IDs again and again I submitted all but they dint verify . After that they asked payment screenshot in which profile detail and transaction would be visible so I sent them this also but this payment was made by my cousin account so they asked for his IDs to so I also sent it . After taking all things they just replied this

Security Service has no reasons to believe that this gaming account belongs to you.

After that they are not replying any of my mail I think they blocked my mail my whole money is in it and now I want my money .

If company have problem that I made payment from my cousin account then I want to clarify that he dont have any problem with this if company don't want to verify me as player then they also can verify cosuin as player I alredy given my and my cousin IDs and any I'd I can provide further . But they must reply I m a genuine player .

Dear shekmdb,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the terms and conditions, and this is what I found 

https://888starz.bet/en/information/rules/7

"ATTENTION! Our administration does not recommend making deposits and withdrawing funds using someone else’s electronic wallet.

Our Security Team reserves the right to deem such deposits to be fraudulent and block users’ transactions without prior notification.

Our administration is entitled to deny withdrawals of funds using payment details which do not belong to the account holder."

Furthermore, please check our Fair Gambling Codex for Players https://casino.guru/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 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.

Best regards,

Tomas

Sir in this case they can initiate a refund to third party account or they can make this account to third party because I submitted all documents of Third party also and he is my brother i have blood relation with him .

If it is possible then can give this account to my brother because in profile section his name alredy filled and payment also made through his account

Note- in registration form his name filled but I said to team that I filled my brother name beacause payment made by him

So it is possible to Verify my I'd on my brother name

But I can initiate my refund atleast .

And also I provided mine and my cousin document to the team and in profile section my cousin name are mentioned so they can verify my game id with my cousin name because payment and profile both are on his name . I want my withdraw and I asked to my cousin they said they don't have any issue they will verify himself on his own name and they will provide all his document . Then why company is not replying sir . If payment owner is ready to provide everything and game is also registered on his name

Then just stopped responding did not clarified which rule I breached also dind not said that they will not reply anymore they should clarify what is wrong

Thanks for the explanation.

Please understand it's universally prohibited to use accounts in online casinos under someone else's name. Due to these circumstances, we won't be able to assist you further and the complaint will be rejected. Whether it's your brother, cousin, or spouse, it doesn't matter. Everyone other than your person counts as a third party.

In the future, I would recommend you register your account in the casino using your personal information exclusively, use the casino account exclusively yourself, and deposit with payment methods under your name exclusively, to prevent similar issues.

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 issues with any online casino in the future.