The player from Spain had unintentionally used his wife's card to deposit money on BetOnRed Casino, where he had won 2400€. Despite having provided all necessary documents proving his wife's consent, the casino had denied his withdrawal request as the card was not registered in his name, which was a violation of the casino's terms and conditions. The player had threatened legal action, but the Complaints Team had maintained the casino's stance, explaining that the rules prohibited third-party payments regardless of consent. The complaint was subsequently rejected.
BetOnRed Casino - Player’s winnings are withheld due to a deposit method dispute.
Amount: €2,400
BetOnRed Casino
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8.6
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
6 months ago
Public
Public
6 months ago
Translation
Unpaid funds.
3 MINUTES AGO from samperisrael
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3 MINUTES AGOOriginal
Translation
Hello everyone, I have a problem with an online casino called bet on red. It turns out that without realizing it, I deposited with my wife's card thinking it was mine. And with the deposit I made, I won 2400€ which they don't want to pay me because they claim I used a card that wasn't mine. At first, they asked me for a bunch of documentation and I provided all of them, even my family book to prove my wife's consent. However, they tell me they are keeping the money, which means they're robbing me. Can this be reported to the police?. Thank you
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Automatic translation:
Public
Public
6 months ago
Dear samperisrael,
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:
6.8. The Company does not accepted third party payments. Deposits can only be made from a bank account, bank card, e-wallet, or other payment method registered in your own name. If it is determined during security checks that you have violated this condition, your winnings will be confiscated and the original deposit will be returned to the owner of the payment account. The Company does not claim responsibility for the lost funds deposited from third party accounts. The Company reserves the right to make a phone call to the number provided in the player's account, which, at the Company's own discretion, can form a necessary part of the KYC procedure. Until the player's account is fully verified, no cashouts will be processed. In case the provided phone number is incorrect, missing, or false, or the player does not answer the phone call, the Company reserves the right to confiscate any winnings and/or disable the player's account. The Company will make reasonable efforts to try and contact the player regarding the withdrawal of the funds, but if the player is unreachable (by email or phone) in two (2) weeks, the funds will be retained by the Company, as this will constitute a failure to pass the KYC procedure.
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
Public
Public
6 months ago
Translation
I even gave them the family book so they can see that she is my wife and that I have her consent. But anyway I'm going to file a complaint before the court of first instance. I'm going for everything. Thank you
Automatic translation:
Public
Public
6 months ago
It does not matter that your wife gave you consent to deposit money with her card. The casino rules clearly state that you are only allowed to play with money that belongs solely to you, not to any third party. I am sorry for the inconvenience.
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.
