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So, 2 days ago I created an account on the site, as soon as I created an account I decided to check all the documents requested for later when I went to make a deposit and if I won a prize I could withdraw without any problem, however I spoke with the support and I was told that to withdraw funds would not need the verified account. The next day I make the deposit and manage to reach the amount to be withdrawn and in the meantime my account is still not verified, so I contact support again with the same question and I already receive a different answer saying basically that accounts without verification take longer than the time on average would be 5min to 12h. In all of this, of course, they start the verification process 4 hours after the withdrawal request and ask me to send additional documents and so far so good, already dissatisfied with the situation, they don't tell me anything until this morning where I come across the account blocked and I get an email saying that I couldn't withdraw to a neteller account with a name other than mine and that I've been withdrawn from the account. Ultimately they gave me a chance to use the site again but lost the money. I've been betting/playing at the casino for many years and I've always used the neteller account and never had any problems until today. I feel robbed by these guys that from the moment I ask for the verification to then make the deposit and the false information they have.

Então, há 2 dias criei conta no site, mal criei conta decidi verificar todos os documentos pedidos para depois quando fosse fazer um depósito e caso ganhasse algum prémio pudesse levantar sem qualquer problema, entretanto falei com o suporte e foi me dito que para levantar fundos não iria precisar da conta verificada. Dia seguinte faço o depósito e consigo chegar ao montante para levantar e entretanto a minha conta continua sem estar verificada, nisto volto a contactar o suporte a fazer a mesma questão e já recebo uma resposta diferente a dizer basicamente que contas sem verificação demoram mais do que o tempo em média que seria 5min a 12h. Nisto tudo como é obvio eles começam o processo de verificação 4h após o pedido de levantamento e pedem me para enviar documentos adicionais e até ai tudo bem, já instatisfeito com a situação não me dizem mais nada até hoje de manhã onde me deparo com a conta bloqueada e recebo um email a dizer que não podia fazer levantamentos para uma conta neteller com outro nome para além do meu e que me retiraram os fundos da conta. Final de contas deram me uma chance de voltar a usar o site mas no entanto perder o dinheiro. Eu já aposto/jogo casino há muitos anos e sempre usei a conta neteller e nunca tive qualquer problema até hoje. Sinto me roubado por estes gajos que desde o momento que peço a verificação para apos isso fazer o depósito e da falsa informação que dispõem.

Dear Nunes24, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the terms and conditions, and this is what I found:

6.Verification of your identity; money laundering requirements

6.1. In consideration of the rights granted to you to use the services, you represent, warrant, covenant and agree that:

6.1.2. You are the rightful owner of the money in Your Account and all details provided by you to the Company either during the registration process or at any time thereafter, including as part of any payment deposit transaction, are true, current, correct and complete and match the name on the credit/debit cards or other payment accounts to be used to deposit or receive funds in your account;

Furthermore, please check our Fair Gambling Codex for Players: 

"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, 

Veronika

So explain to me how you let me deposit through that same account ??? It's just ridiculous and the point where they let me get the account back but without the money??? In other words, they keep the money and open the account? Wouldn't it be easier to just give me the money that's MINE?

Então expliquem me como é que me deixam depositar através dessa mesma conta ??? É só ridiculo e o ponto em que me deixam reaver a conta mas sem o dinheiro??? Ou seja ficam com o dinheiro e abrem a conta? Não seria mais fácil simplesmente me darem o dinheiro que é MEU?

It is important to understand that many online casinos check users' accounts only after they submit the first withdrawal request.

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.

Dear Nunes24,

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.