An Italian player had issues with Bet365 related to a withdrawal. The problem had arisen because the deposit had been made from a card registered under a relative's name, not the player's own. Despite providing additional documentation and contacting customer service, the player hadn't received a response. The player had €1390 in pending withdrawals and about €3000 in locked winnings. We had explained to the player that the use of a third-party payment method breached the casino's terms and conditions, and this issue was typically discovered during account verification at the withdrawal stage. As the player could not prove legitimate ownership of the payment method, we were unable to assist further. The complaint was subsequently rejected due to the breach of rules.
bet365 Casino IT - Player's withdrawal was blocked due to a third-party deposit.
Amount: €3,000
bet365 Casino IT
Safety Index:HighUnjustified complaint
REJECTED
Case summary
Good day, I am encountering issues with the bet365 betting site. I acknowledge that the mistake is mine. As I was unable to deposit using my prepaid card, I transferred money to a relative and subsequently deposited using their card, which is not registered under my name. At the time, I was not aware of the regulations regarding deposits/withdrawals (my error). When I decided to withdraw, the transaction was halted and I was asked to provide documents related to the card I deposited with. I contacted customer service and explained the card wasn't mine but I could provide any necessary details if needed. I was told my case would be forwarded to the relevant office. Days passed and I received no response. In the end, I sent in the requested documents. The response was that the card's holder does not match the account's holder, and they would forward the issue to the relevant department. I have received no subsequent responses, I have €1390 in pending withdrawals and about €3000 I can gamble but not withdraw, as they would also be blocked. Can I recover my money? I understand the mistake, but retaining it does not seem fair given the significant amounts I have already played and, at times, lost.
Dear candotti2002,
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:
1.3 Per quanto riguarda i metodi di pagamento che richiedono un intestatario specifico, per effettuare versamenti occorre utilizzarne solo uno di cui si è titolare. Nei casi in cui bet365 dovesse rilevare che il nome dell'intestatario non corrisponda a quello registrato con bet365, si riserva il diritto di considerare i versamenti effettuati sul conto come non validi (e le eventuali vincite derivanti da essi come nulle).
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.
Best regards
Veronika
I too had read the regulations previously, but at this point I asked myself, if the regulations spoke clearly and said that the payment is void, why send the situation to the competent department for examination, I was honest right from the start in saying that I deposited with a card not addressed to me, and considering that they have forwarded the situation to the competent department it perhaps gives me false hopes... I thank you for your patience and attention, I am aware that you can do little in the face of an infringement of a regulation, I wanted just ask as a last thing if you know of similar situations on bet365 and how they ended.
Live chat agents in many online casinos are outsourced, working for several different companies at once. When a player approaches live chat with a problem, the agents usually forward it to the relevant department in a particular casino for further investigation. However, please keep in mind that the rules written in the Terms and Conditions always prevail over the information given to you by a live chat support agent. Using a payment method that does not belong to you is one of the basic breaches of the Terms and Conditions in any online gambling establishment and in this case, we are unable to help you.
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.
Best regards
Veronika
