Rollblock Casino - Pelaajan kotiutuspyyntö on viivästynyt.

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Hello,

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:

7.1. All deposits should be made from an account or payment system or credit card that is registered in your own name, and any deposits made in any other currency will be converted using the daily exchange rate obtained from oanda.com, or at our own bank's or our payment processor’s prevailing rate of exchange following which your Account will be deposited accordingly. Note that some payment systems may apply additional currency exchange fees which will be deducted from the sum of your deposit.

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 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,

Attila

Dear Player,

Thank you for your reply. Could you please forward the aforementioned evidence to my email? You can reach me at attila.g@casino.guru.

Thank you for your patience and cooperation.

Dear Player,

Thank you for forwarding the requested documents and additional information.

I understand that the deposits were made using your partner's Revolut card and that you have provided evidence of a joint Sparkasse account held by both of you. However, I would appreciate some further clarification regarding the connection between the Revolut card and the joint account.

Could you please explain how the Revolut card is linked to the joint account? For example, is the joint account used as the funding source for the Revolut account, or is there another connection between them?

Additionally, could you please provide a version of the bank statement with the relevant casino deposits highlighted, or otherwise indicate which transactions correspond to the deposits made to the casino? This will help us better understand the flow of funds and assess the legitimacy of the payment method used.

Thank you for your cooperation. I look forward to your reply.

Best regards,

Attila

Thank you very much for your response. I truly appreciate all the information you have provided.

After consulting this complaint with my colleagues, I regret to inform you that we will not be able to assist you further with this matter. As outlined above, according to the casino's terms and conditions, all deposits must be made from an account, payment system, or credit card that is registered in the player's own name.

While I understand that you and your partner share a bank account, the essential point is that the credit card used for the deposits is not registered in your name. In situations like these, casinos are unable to determine who made the deposits and played in the player account. I completely understand your frustration, especially given the significant amount involved. However, casinos are generally within their rights to void funds when third-party funding is discovered. I strongly recommend using payment methods registered in your own name for both deposits and withdrawals in online casinos to prevent similar situations in the future.

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Attila