Greenplay Casino - Player’s winnings have been voided due to 3rd party payment.

My partner played the game with mine creditcard because the card is on mine name we dont get the money! I made pictures I even wrote a letter that I agreed that he used my card but now they dont respond

Dear Nathalie,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem, but please understand that casinos don’t accept deposits from 3rd parties. By registering an account, your husband agreed to terms and conditions of the casino. In this specific case there is written https://www.greenplay.com/info/terms/ :

"You hereby confirm and acknowledge that:

The credit/debit card details, or those of any other means of payment used to deposit funds in Your Player Account, given by You when you register to use The Company Services, are those of the registered Player Account holder and such cards are not stolen or reported lost. Without derogating from the aforementioned, should You use a credit/debit card or any other form of payment which is not in Your private and personal name, We will presume that You have received complete and sufficient consent from the rightful owner and/or the person whom name is used on such payment instrument to make use of such payment instrument for the purposes herein, prior to Your engagement with Us."

"All payments into Your Player Account must be from a single payment source, such as a credit card, debit card or charge card, on which You are the named account holder. Deposit limits may apply depending on a number of parameters."

Please understand, that by depositing from 3rd party bank card your husband breached one of the main rules. Casino voided the winnings for this reason and I’m afraid it is an irreversible process.

Unfortunately, since the casino is not responsible for the lost funds deposited from 3rd party accounts, I’m afraid you won’t be entitled for any refunds. Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint. Thank you in advance for your reply and understanding.

Best regards,

Petronela

Dear Petronella

thank you for making time to respond.

They asked for pictures. I send the creditcard picture from the back of the card I even send my pasport and a letter that I agreed that he played with the card. What more evidence do they need?

Everybody knows that no one reads the terms at casino play sites. You cannot receive money if its not the same name if you dont give the money back. This is not fair. Even though we both have a huge social media platform if we dont get the money back we Will make sure that they will loose the Netherlands as playing customers.

als it is very strange that you can not get in contact with greenplay by phone. They dont reply on our emails anymore. To me that shows that this is not a professional business.

I hope everyone who plays on this site will be aware that this is not a good casino site.

Dear Nathalie,

There’s an important principle that says, "ignorance of the law is no excuse". It means that you can’t defend your actions by arguing you didn’t know they were illegal or forbidden, even if you honestly did not realize you were breaking the rules. Could you please advise if you have tried contacting the casino regarding a refund of deposited funds? Thank you.

Yes we did but they dont respond on anything and like a said there is no phone number that we can call

Thank you very much Nathalie for your reply. I will now transfer your complaint to my colleague Nick 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.

I will try to contact the casino to look into your case and see what we can figure out together. Also please be aware in the future when you play in any casino. It is forbidden in almost every single casino to use some else's card for deposit/withdrawal. If you want to make sure that your winnings will be payed out fully you will always have to use your own details.

Thank you Nathalie. We will forward this information to the casino and will let you know if we get any update on the case.

The casino still could not find the account. Could you please provide the registration e-mail?

Dear Nathalie,

We have received this answer from the casino:

"The withdrawal cannot be processed yet as we requested documentation.

Player used a card that does not belong to them so we still require : 

- A proof of players address

- The ID of the owner of the card 

- A letter of consent allowing player to use the card.

we have sent the player an email again requesting the documentation".

Could you please provide all the requested documents to the casino? Please let us know when the documents will be sent so we can move forward in the case.

Could you please share with us when did you send all these documents and if you sent all 3 mentioned in the e-mail from the casino?

Hi nick

we send the items again yesterday so they should have it now.

This time by the account on greenplay. Normally we send it by email maybe that was the problem that they didn’t received it

Great, thank you for informing us. I will contact the casino that you have sent them the documents so we can speed up the process hopefully. Please let us know if there's any update in your case.

Thank you so much Nick

Hi Nick

Do you all ready heard or see anything more? Because again we send everything what they wanted and still no reply or any update.. very private documents. If someone wants to do wrong with it it’s possible.....

I hope you understand

thank you in advanced

We haven't heard anything new from the casino. I will try to contact them and find out if they have any update on the case.

 I received the following answer from the casino:                                             

"Player uploaded the documents, but only the letter of consent was approved.

The ID’s have to show all 4 corners and they did not, so they were declined. Proof of address was not good either as it only showed a small part of the document.

We have sent player an email informing him to upload clearer copies showing all 4 corners of the documents".

Please do as the casino recommends and let us know if there is any update.

hi nick

again we send the documents. Even though the documents were good enough the first time....

Again, we send the adress but they still don’t explain why they need all of these information. I understand they need id’s but why an adress?

Anyway I send all the documents again. But it really feels they are playing us.

I even send the documents twice so I hope they will finally give our money back. 🙏🏼

Hello Nathalie,

Even if it may seem strange from the casino to ask for such a documentation, we've seen much more strict recommendations. The casino is respoding and trying to help you so far, so let's hope for the best. Please keep us updated, we will do too.

thank you Nick

Dear Nathalie,

Is there anything new regarding your case? Please keep us updated.

No nothing 🤦🏽‍♀️😔

Hi Nick do you have had any contact with the casino? Because we still haven’t heard anything from them

Nothing new heard from the casino yet. I will extend the timer by 7 days until we get any answer from them.

And if they will not answer?

If the casino fails to answer their rating will be deducted and other players will be able to read what did you experience with this casino. Our main goal is of course to help you solve your problem and while we find a way to stay in touch with casino we will do anything we can.

Hi Nick

still no answer from the casino. I know you expanded it and they have untill tommorow but I hope you agree with me that this is unaccaptable how they work with complaints and issues.

I hope you can reach them because there is still no phonenumber I have to call. 🙈

I will contact the casino representative again but at this point I am not sure he can make the process faster. Looks like there are some issues in the financial deparment. Will get back to you when I receive an answer.

Ok Thank you so much Nick for all your support 🙏🏼

I received the following message from the casino representative:

"Docs all received and approved and players cash-out has been manually requested on his behalf and issued today".

Please let us know when you receive your winnings.

Dear Nick

I truly believe we couldn’t have our money back if it wasn’t for you. I wanna thank you so much for all your effort and help!

Thank you thank you thank you

you did an amazing job!!

Dear Nathalie,

Do I understand it correctly that you have received your winnings?

yes we did Nick because of you!

Thank you again!

Dear Nathalie,

Thank you for letting us know that your problem was solved. We would also like to thank the casino for their cooperation in this case. We find it very generous that even though the terms were violated they paid out the player. Please do not hesitate to contact us in the future if you come across any troubles, we will gladly help.

Best regards,

Nick

Casino.guru