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I've been restricted while I had $9000 withdrawing

Dear Kathleenm71,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please clarify what you meant by "restricted"? Was your account blocked? If yes, have you passed the KYC verification before the casino blocked you?

Have you accumulated your winnings with or without an active bonus?

Thank you very much in advance for your reply.

Best regards,

Kristina

Yes I am aware that multiple people are not allowed to play on the same account and this is not what has happened all the problem was, is that I had no funds in my bank so I just asked my son to deposit the money and I gave the cash back to him it saved me from going out late in the cold to make a bank atm deposit

Thank you for your reply, Kathleenm71. I have checked terms and conditions, and this is what I found:

„4. You may only use your own personal credit/debit card or other payment methods to fund your account. On occasion, we will allow such activities but it must first be brought to the attention of support staff and accepted at our discretion."

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.

Dear Kathleenm71,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.