Mr. Vegas Casino - Pelaaja teki talletuksen kolmannen osapuolen luottokortilla.

Hello, I had deposited a total of £1714 throughout the whole of February, which was done through my partners debit card as we use the same account, and played without issues. Then out of nowhere after £1714 deposited a need to send verification documents, I then get told that the card used has to be removed from my account as it's not my card and I was breaching the terms and conditions by using it. I get the card verified in the end stating that I had my partners permission to use the card.

I go through a nightmare process verifying my ID because I didn't have access to my driving licence at the time, which I still don't now so my address can't be verified as they will not accept a credit card statement from an online credit card company as proof of address.

They claimed that I needed to send verification documents through as I had reached their threshold for this request, but in their terms and conditions, their threshold is £2000, I was at £1714. This to me sounds like they knew the card being used wasn't in my name and they wanted to allow me to deposit as much as possible and then they void the use of the card as it's not in my name.

I read through their terms and conditions and can not see anywhere that it states clearly that a third party payment method voids any bets, or is not allowed. My arguement with this is that I should not have been allowed to even deposit almost £2000 if they would have refused any winnings because of the card not being in my name.

Dear Chloe,

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:

"You further understand, agree and acknowledge that if thereafter Videoslots discovers, detects and/or identifies that You:

Funded/are funding your Player Account using a credit card; and/or

Funded/ are funding a third-party payment method using a credit card

Such activity will be deemed as constituting a violation of the Terms and Conditions amounting to fraud, and by extension:

Videoslots reserves the right, at its own discretion, to cancel or block Your Player Account;

Videoslots reserves the right, at its own discretion, to cancel, reverse or adjust any transactions, forfeit funds deposited and/or winnings generated from deposits effected to Your Player Account using credit cards; and

You waive any and all right(s) to claim for any related shortcomings."

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,

Kristina

Thank you for your response. While I appreciate everything you have said, the part in their terms and condition regarding this that clearly states:

Funded/are funding your Player Account using a credit card; and/or

This states funding by credit card, not debit card, which as you may well know is banned in the UK.

Funded/ are funding a third-party payment method using a credit card

This states funding by a third party payment method using a credit card, which by interpretation can only mean by using a method such as skrill, neteller or paypal by using a credit card.

While I do appreciate that it may well be against companies terms and conditions to use a third party persons payment details, it clearly refers to a credit card in MrVegas Terms and Conditions rather than including a debit card in the wording. This is false representation and extremely misleading. If it clearly stated that third party debit cards, accounts and such cannot be used then I would understand that but as it doesn't then I can only claim that it is not written clearly in their terms and conditions.

Thank you for your reply, Chloe. I understand your point of view, and I agree that the casino could write the term more generally. However, the vast majority of casinos prohibit players from depositing from a 3rd party payment method. They have to do so, as it is in accordance with their AML Policy, and it doesn't matter what type of payment method players use.

Unfortunately, we cannot punish casinos for following the AML rules, nor we can force them to pay winnings accumulated with deposits made via payment methods that haven't been issued in the player's name.

I apologize, but there is not much more we can do for you in this case. Please, do not hesitate to let me know if there is anything else I can help you with, otherwise, I will be forced to reject this complaint. Thank you for understanding.

Dear Chloe,

We are extending the timer by 7 days. If there is anything else we could help you with, let us know, otherwise, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions.