Casibee Casino - Player’s account locked after ID verification.

Hi there,

I have been chasing this for days and days now! Was enjoying Casibee service and playing and now they have locked my account and avoiding paying me out clearly.

Can you please urgently update me on my withdrawal otherwise I will have to escalate this.

If I don't hear back or get my money refunded by Monday 23/10 3pm Auck time , I am legally getting this investigated and taking it to media here in NZ and online.

I used my mom's card and they requested for my mother's ID address and bank card. All of these I have provided and now they keep saying it's under review for weeks.

I have received the email where it does say the cars has been approved however my account is locked and my money is still not refunded.

Regards

Doreen

Dear dorindp23,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Casibee Casino. I checked the terms and conditions of the casino: https://www.casibee.com/en/terms

"2.13. With regards to deposits and withdrawals of funds into and from your Account, you acknowledge that you shall only use such payment methods and other financial instruments that are valid and issued by lawful institutions and that legally belong to you solely. The use of financial instruments whose ownership is shared with other individuals, is not tolerated and may result in voiding of winnings and closure of accounts"

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

Thank you for your emails.

Sadly, since you used a card that is not under your name to deposit and play in the casino, you breached casino terms and conditions which resulted in voiding any winnings and consequent closure of your account.

We can only recommend when playing in online casinos you deposit and play with a card that is exclusively in your name to prevent similar difficulties in the future.

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 issues with any online casino in the future.