The player struggles to verify his account as the casino requested him to verify his no longer existing card. After our intervention, we were able to help the player to get their winnings. The player confirmed they received the funds in the end. The Player’s complaint has been resolved successfully.
BluVegas Casino - The player struggles to verify his account.
Amount: €2,000
BluVegas Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Hello, I have verified everything, including the credit card I always used to deposit. Now that I want to withdraw my €2000 they want to verify an old credit card that I have never deposited with, never requested a withdrawal with and which I no longer have. Is this legal??
Hello, I have verified everything, including the credit card I always used to deposit. Now that I want to withdraw my €2000 they want to verify an old credit card that I have never deposited with, never requested a withdrawal with and which I no longer have. is this legal??
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1 year ago
Hello bessi2000,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with BluVegas Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when you no longer possess that card? Can you provide the casino a document which would prove that it belonged to you in the past or that it no longer exists?
Please note that if you ever used that card in any other casino within this casino group, they might request a verification of it.
Looking forward to your answer.
Regards,
Nick
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1 year ago
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It was a virtual card from Klarna Bank. The bank also did not approve the card for gambling. So it doesn't work at all. I didn't even know I had entered the card there. I paid for everything with my Mastercard or PaysafeCard. All I have is either just my name or just the credit card number. The credit card statement only says credit card statement and my name. I have saved the card with PayPal, but the photo is not accepted either because a screenshot is not possible for security reasons. In July I bought 2 Paysafecards online with the card, the invoice from PayPal is also not accepted because my name is not on it. So I ask myself where should I get an invoice with my address from July if it's not my card and fraud??
Klarna explained to me that for security reasons they could not send me anything that said both. (Email is available) I would also understand if I had deposited with this card but I think you are just looking for a reason and that's where it comes in handy.
On 2022-08-13 06:34:51 I paid myself a smaller amount and there were no problems yet.
Now, to be on the safe side, I asked the other casino (Mr. BET) whether my VISA card was still saved and whether the card could then be deleted, I was told that it wasn't necessary as long as I didn't deposit with it. Only the card used to make the deposit counts.
LG Besi
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1 year ago
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PS: Of course I can also send you the same photos and documents
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1 year ago
Thank you bessi2000 for all the information. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.
Wish you best luck resolving.
Best regards,
Nick
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1 year ago
Dear bessi2000
I'm Michal and I have taken over this complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.
We would like to invite BluVegas Casino to join the conversation.
Dear BluVegas Casino
Can you please provide some information regarding the long delay of the player's withdrawal?
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1 year ago
Hello Casino Guru team,
As normal procedures due to gambling regulator requests we are obliged to verify the cards that are used by the players during the time of deposit so we can process the withdrawal accordingly.
The player used a card to deposit, however, he is not able to verify it.
The player is also claiming "credit card I always used to deposit" but in the same time he is also claiming "an old credit card that I have never deposited with, never requested a withdrawal with and which I no longer have".
We need to verify the card that it was used for the deposit so we can proceed with the withdrawal accordingly.
We have no intention of holding back €2,000 in winnings, however, we are obliged to follow rules and regulations from our regulator.
Regards,
Richard
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1 year ago
Thank you for your response BlueVegas Casino / Richard
Dear bessi2000
As the BlueVegas casino rightfully stated, payment method verification is a standard procedure. What I understand from the casino's response is that you have not verified your current used cards, not the "old Klarna bank card". So, please verify the cards that you used for deposits to BlueVegas
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1 year ago
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Hello,
that would be great. I have already verified my Deutsche Bank MasterCard several times. But I would like to do it again. Thumbs up !!!!
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1 year ago
Dear Michal and player,
Our team needs to verify the card that the player made deposits from. If it's current or not, if there is a card that was used to make a deposit then the player needs to verify it.
Regards,
Richard
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1 year ago
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I would then like to have a receipt when I paid in with this card. And on 08/13/22 I also requested a smaller payout with no problems.
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1 year ago
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That means if I don't make a withdrawal for years and use different deposit methods in the meantime, I hardly have a chance to get my money.
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1 year ago
There is a regulatory threshold that if it's reached the operators are required to ask for verification of funds.
Having said that, at some point your cards need to be verified and there is nothing anyone can do to avoid that.
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1 year ago
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But this card is now deactivated...... and my current card is verified
At the same time, that means that you can no longer play in your casino because of an old deactivated card .... I honestly don't understand
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1 year ago
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Hello Marco,
We are obliged to verify the information about you and your casino account. Please use the following links to upload your documents via our verification portal. Please note that each link is only active for 15 minutes and you are uploading your documents during this time. :
Payment method (• Photos of the credit card 41**********9344 (front and back) used for the deposit ◦ Name, expiry date, first six (6) and last four (4) digits must be visible ◦ Security number on back should be covered ◦ Back of card must be signed (if required))
No withdrawals can be made until all documents have been fully verified.
Thank you for your support.
Your Bluvegas team.
I haven't had the card for a long time, it's deactivated. And if it wasn't disabled, it would n't have a back because it was a virtual card as the photos show
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1 year ago
You are missing a very fundamental point in what you are claiming, Marco.
We are unable to verify from where your funds originated if you are unable to verify your own card. This is normal AML procedure.
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1 year ago
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But my money comes from the MasterCard that I verified !!!!!!!!
Otherwise I would also understand if I were to deposit with a valid card and then not be able to prove that it was mine. I would agree completely.
But I don't want to have a card certified that I didn't deposit with..... and has now also been deactivated.
I also sent credit card bills with my address from July with my address. For security reasons, my name is not on it, but my registration address
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1 year ago
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So the credit card is now deactivated and you want me to certify a deactivated card that was still stored with you as a corpse. Which definitely doesn't work that way.
And everything I've sent you isn't enough....Invoices with my address on them..... Screenshots with the virtual card......at PayPal it's even still in my account... .and all this even though I didn't pay in with this card......
and as an answer I get photos of the front and back again...... 🙈🙋😅😅
verification is always easy until you win something ☹️☹️☹️
I have now found a photo from an old email, original from the APP of the map. There's no name on the card. This is the case with Klarna. And if you don't believe it, look it up yourself at Klarna. It's no coincidence that I have all the things but nowhere is the name and number on it. these are the safety regulations
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1 year ago
Dear BlueVegas Casino / Richard
Please correct me if I'm wrong, but if I understand it correctly the player gained the winnings when depositing with the "new" MasterCard, and this card is verified.
The player apparently added the "old Klarna bank card" to their casino account as a payment method before, but as the player stated it was not used for deposits and has expired in the meantime, so I'm not sure why the verification of this card is required. I understand that for AML procedures you can request the origin of funds from all payment methods the player has used, but in this case, I'm not sure if this is needed. Another case would be if the player deposited with the "old Klarna bank card" and the current winnings were gained from that deposit, but if I'm not mistaken this is not the case.
With this being said, what other additional documents apart from the nonexisting card can or should the player provide to you, to successfully finish the KYC/AML checks?
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1 year ago
Please allow me some time to verify further with our verification teams about this.
Regards,
Richard
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1 year ago
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thanks guru,
Verification is complete and my winnings are paid out. Woohoo 🧏♂️🧏♂️🧏♂️🧏♂️🧏♂️
Thank you very much 😘😘 ....... I will recommend you 😁😁💪💪👍👍
3:30 p.m. Money is in the account 😅🙋
Hi!
We are pleased to announce that your withdrawal request of €2000 has now been approved.
It should be with you within 1-7 days depending on your payment method.
Kind regards,
Payments cashier.
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1 year ago
Great news, bessi2000. I'm glad to hear that you successfully received your winnings.
As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties, especially Richard from BlueVegas Casino for their cooperation.
In the future, when you don't want to go through this kind of experience, I would kindly advise you to make sure you only use those payment methods that you can easily and clearly verify.
If you encounter any problems with this or any other casino in the future, please do not hesitate to contact us again. We are here to help you.
Best regards,
Michal
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