One Casino ES - Player's account has been closed due to withdrawal issues.

Hello, I'll explain. My partner, as usual, makes a deposit to my OneCasino account via Bizum, as we've done before without any problems. This time, I won €1,103.20. I'm going to initiate the withdrawal process with my verified account, and they send me a message saying I need to provide information for routine verification so they can authorize the transfer of my money. They start asking for my account details, specifically the bank account holder's certificate from the account I have registered with them. Then another email asks me to send receipts from the last Bizum transaction. Then another email says the registered account doesn't match the one I used for the Bizum. I contact them, explain how we deposited, and we clarify. They say okay, and I need to provide the depositor's account details (my partner's account). Okay, we send ownership certificates and receipts. Then they ask me to send receipts in the name of the person who made the Bizum transactions. We keep sending documents, and just when it seems we've sent everything they could possibly ask for, they reject the payment again and request a statement of transactions related to... We sent them to OneCasino, they rejected the verification again and asked for a depositor statement from 01/01/2026 to 15/01/2026. All this happened from 10/02/2026 until today. We sent everything, proving everything, and when it seemed they had nothing more to ask for, they sent me this:

Dear Maria Dolores:,

We will contact you regarding the status of your account.

During a routine verification, we noticed that you are making deposits and/or withdrawals using a payment method belonging to someone other than the account holder. We would like to point out that this violates our Terms and Conditions.

Therefore, we have made the decision to permanently close your account.

Your last deposit will be refunded

https://www.onecasino.es/termsandconditions

5.15. Regarding deposits and withdrawals to and from your Account, you acknowledge that you will only use valid credit cards and other financial instruments issued by legal institutions and legally owned by you. We reserve the right to prohibit the use of corporate credit cards and bank accounts.

If you have any questions or concerns, please feel free to contact us.

The accounts are mine and my partner's; they are payroll accounts, not business accounts, and we don't use cards. So if we lose money, they don't check anything and they calmly accept Bizum payments. But when we have to pay, they do this to us.

I hope you can help us with this. The worst part is that my partner and I are waiters who don't earn a huge salary, so to earn that much money... I'd rather not say how much we deposited. It's a real shame; we weren't right to gamble, but in the end, we were lucky enough to at least get it back at the last minute, and then they do this to us. We live on that money; our family depends on it. I'll never do that again. Please help us. Thank you.

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Dear Mdp79,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the T&Cs, and this is what I found:

In connection with deposits and withdrawals of funds to and from your Account, you acknowledge that you will only use such credit cards and other financial instruments that are valid and issued by legal institutions and that legally belong to you. We reserve the right to prohibit the use of credit cards and company bank accounts.

Furthermore, please check our 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 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,

Attila

I received an email today saying that the transfers have been made. Thank you for your help. I will let you know if any problems arise.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Mdp79,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Attila