BetRivers Casino NJ - Player’s withdrawal has been delayed and her account has been locked.

On June 26 2024 i deposit 2900 to the betrivers account using my husbands paypal and bank account. On June 27 i requested the withdrawal and they asked from a copy of the bank statement. The bank statement did not have my name neither paypal. So BR requested a consent letter from my husband that he is aware about the deposits. I provided this document and also i did verify of myself and my husband. Since then my account is locked and under review for 4 weeks. I filed a complaint in BBB and also in NJ DGE. Please let me know what else i can do,.

Dear kostasgoodeat, 

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:

7.2. To deposit funds into your account, you can only use a payment method available through the Services that is held in your name and registered to the address that you provided at registration. All deposits that you make with us shall be kept separate and distinct from our funds and shall be managed and administered by us or third-party payment processors we have engaged. Funds held in your account do not accrue interest.

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

Thank you Veronica for the response..that means that I lost my money..are they going to send it back to me? I do not think they can keep them..I know I violated these terms but I provided consent to prove that was not a fraud..thank you

Unfortunately, the decision to refund the deposits depends solely on the casino, and we do not investigate or mediate these matters further. I recommend contacting the casino's customer support to discuss your situation and see if they can offer any assistance.

This complaint will now be closed. 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.