The player from Peru had their withdrawal denied due to a third-party deposit. Player’s complaint has been resolved successfully.
Coolbet Casino - Player’s withdrawal has been cancelled.
Amount: 20,000 S/.
Coolbet Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
Hello good afternoon, explained quickly.
The coolbet casino says that I have made a third party deposit by the bank deposit method, which is false and I have the proof.
Step to detail step by step.
In Peru, for many payments (including payment in various casinos) there is a "payment cash" company in which you can pay in cash at any store, warehouse, pharmacy or market and you also have the option to pay via transfer from your bank. mobile.
It turns out that coolbet in its deposit statements has always called this operation a cash deposit.
Also at the time of deposit they tell you that if you make a cash deposit you keep the receipt.
It turns out that I won a prize of 50 thousand soles, and after verifying my account by various methods they paid me 30 thousand soles.
After this payment of 30 thousand soles, they asked me to prove that a payment made through the "cash payment" method had been from my account.
They stopped calling the method cash deposit and started calling bank deposit.
I made the payment of the "cash payment" method with my girlfriend's account, because all the time in her statements it says that it is a cash deposit but when paying they changed their mind.
They closed my account saying it's fraud and they withheld my 20 thousand soles.
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2 years ago
Dear jroigca,
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 (here):
„3. Your obligations as a player
...
3.1.9 In relation to deposits and withdrawals of funds into and from your Member Account, you shall only use credit cards and other financial instruments that are valid and lawfully belong to you."
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 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,
Petronela
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2 years ago
Translation
The method I used is called "cash payment" which generates a code with which you have 2 options: pay in cash with your code at any convenience store or pharmacy, or you can pay with your code for your mobile banking from your bank.
They call this method CASH DEPOSIT in their detail of deposits made. THAT IS VERY CLEAR.
Also, in its deposit section there is a reminder that says, among other things, that if you make a cash deposit, keep the receipt.
The question is clear, because in their details of operations they call it a CASH DEPOSIT? to later say by chat that it is a bank deposit and thus generate confusion.
Let them accept their mistake.
I would never have used another mobile bank to pay that effective payment code if they had been clear in their transaction detail section.
I am an old player, I have not used credit or debit cards or transfers in the name of another person.
The "cash payment" method is not stipulated in their T & C and there is a lot of gap which is an infraction.
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2 years ago
Dear jroigca,
Do I understand correctly that you have used your girlfriend's card to purchase a code for the "cash payment"? Have you used this method in the past and received your winnings afterwards?
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2 years ago
Translation
Yes, I have used my girlfriend's mobile banking to pay the "cash payment" method code.
Yes, I have used it many times for a long time and I have received before and also the 30 thousand soles.
I always used it because it was clear to me that it was allowed.
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2 years ago
I understand your frustration, jroigca. I understand that it might be confusing if the casino changes suddenly its rules or, in this case, the way they verify depositing payment methods. However, the fact that you have used a third-party payment method to purchase credit for your casino account, remains. Please bear in mind that in any gambling establishment this would be considered one of the main rules that can't be breached. If you can't prove that you are a legitimate owner of the payment method you won't be entitled to any withdrawals in the future.
Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.
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2 years ago
Translation
Thank you very much for your help.
The topic is closed
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2 years ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, jroigca, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
