Efbet Casino - Player’s withdrawal has been rejected.

Depositing in my husband's profile with my card, the deposit was successful, he made nearly BGN 500, decided to withdraw them but he was not allowed because it was from another card. He contacted the casino and told him to send them a picture of my ID card on both sides and of my bank card in the same way then it turned out not to happen again. My question is why once I have consent do not allow it? Why, since the deposit is not successful, how can the deposit be successful and the reverse transaction not? Is there my number why don't they call to ask me and confirm again? Why are they making fun of the people in this way. Who will protect my rights? Who should I turn to?

Hello,

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.efbet.net/UK/help#rules:

„All Customers should at all times be able to guarantee not to be:

- Acting on behalf of a third party

- Depositing money through a credit card which they are not authorized to use or knowingly receiving money from such credit card."

Please understand that these rules have been breached. Some exceptions might be allowed by casinos when depositing funds from a joint card, but this was not the case. I’m very sorry but we can’t help you with this query. If there is any additional information that would support this case, please do not hesitate to contact us, otherwise I will be forced to reject your complaint. Thank you for your understanding.

Best regards,

Petronela

After I have deposited it and I have agreed why there are no compromises, I understand you want to keep the personal funds of your clients, but I have decided to give him a gift and I have deposited, my deposit should not be allowed for recharging. In this way I am the one who suffered the damage, I earn money but I can't have it. I lose both my money and the games.

Dear M,

Could you please advise if you have communicated a possibility of depositing funds with third party’s payment method beforehand? If not, I'm really afraid, there's not much we can do for you.

There’s an important principle that says, "ignorance of the law is no excuse". It means that you can’t defend your actions by arguing you didn’t know they were illegal or forbidden, even if you honestly did not realize you were breaking the rules.

Looking forward to hearing from you.

Okay, you are right, but no matter how you look at the deposit I made, it has been played and there is a won amount. One is left with hopes.

Thank you very much, M, for your reply. Please understand that vast majority of casinos don’t accept third party payments and it’s strictly prohibited. Some exceptions might be allowed by casinos when depositing funds from a joint card, but this was not the case.

I’m very sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. I will reject this complaint now. Thank you for your understanding.