BetNjet Casino - Player believes that their withdrawal has been delayed.

9 deposits were made over 17th / 18th September but I used my husband's card which was authorised and present.

6 Deposits were made to Tideofsteel and then my bank started to declinr anymore - I contacted Live chst from BetnJet abd they said to try again and 3 more deposits using the card went through to but to Madfin tech...

They had changed the merchants name and i now know the 3 deposits went through as bank transfers which were not authorised.

We have now have 9 deposits on the statement from 2 different merchant names and different methods.

My bank are currently investigating this.

I was not challenged once making 9 deposits, and on the final period of play i managed to win £2500.

When i attmepted to withdraw this, this was refused and void due to 3rd party deposit methods / card.

Betnjet are now refusing to refund the 9 deposits but also requesting verification documents.

I have been told on live chat that i will NOT pass verification if the statement that the transaction are evidenced on does not show my name which it will not, the funds will be removed and account will be closed.

They have changed the rules as they have gone along, ive proved all documents once and they statement from thr 3rd party was redacted but evidenced what they required but this was rejected.

Not only have they ontained funds by unauthorised bank transfers which have bypassed my the bank accounts checks they now refuse to either pay me my deposits back as they are saying the are VOID but also refusing to give me my winnings.

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Dear KRob,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear KRob,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked terms and conditions, and this is what I found https://www.wunderino.com/en/about/terms/#3-deposits-and-wagers:

10.3 Deposits must be made using a payment method registered in the player's name. Third-party deposits may be reversed, and funds lost due to such transactions will not be reimbursed.

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.

Dear KRob,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Jean
Casino.Guru