Efbet Casino - Player’s withdrawal has been suspended.

hello I hope you help me so the problem is the following in the bookmaker efbet does not allow me to withdraw because I deposited once with my grandmother's debit card and it was only once after that I deposited only with my cards one is a white card they asked me for verification and I sent it my grandmother's ID card and they locked my account by not clarifying anything, there is BGN 200 in the account which cannot be withdrawn !!!

Dear Трайчо,

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#action=pr_128&page=pr_128&psection=help:

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

- Acting on behalf of a third party

- Depositing money of unclear origin

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

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.

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 

yes but I have only deposited once from someone else's card and then only from my credit cards I have deposited the last card from my ball and when I asked for verification from them I sent my grandmother's ID card and they thought it was a scam what else did I send them my ID card and the white card from which I deposited what more !!!!

I understand that the winnings haven't been accumulated from the deposit made by a third-party payment method. Could you please forward your deposit casino cashier history and indicate which deposit has been made by your grandmother's debit card? My email address is petronela.k@casino.guru.

I don't have any access to efbet, it doesn't allow me to enter the site and the application at all !!!

If your account is not accessible, could you please confirm that the funds deposited using your grandmother's card have been lost? Thank you.

I confirm that it is deposited from this card but it is no longer an active card and this time I have deposited from a white card which is in my name do you understand I just confused instead of my documents I have attached the documents to my grandmother this is

Thank you very much, Трайчо, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Трайчо,

I’ll be taking care of your complaint from now on. I’ll contact the casino and see if I can help.

I would like to ask Efbet Casino to review the situation and respond to Трайчо’s complaint.

We would like to ask Efbet Casino to reply to this complaint. We are extending the timer by 7 days.

Dear Трайчо,

Unfortunately, we haven’t received any response from the casino regarding the issue. Without cooperation from their side, there’s not much we can do.

Since we consider this claim unjustified (as explained earlier), we will now close this complaint as ‘rejected’.

I’m sorry I couldn’t be of more help, but please do not hesitate to contact us in the future if you run into any issues with an online casino.