Lottomart Casino - Player's withdrawal is delayed and account is suspended.

I have been playing on this casino now for a while. I have deposited and had withdrawals from this casino in the past. Luckily on the 28th September I had a big win. I have deposited using a card that is in my name and a card that is not in my name but I am still able to use and still have access to. The casino has paid me into the account that is not in my name totalling up to around £3000. I then tried to withdraw £7302 which I won on the 28th to which the casino have wanted verification for the cards. I have been transparent and sent over this information. The casino has now suspended my account and cancelled the withdrawal and cancelled the money. I did a withdrawal of £2000 to the card that wasn’t in my name but I am able to use and have access to and then I did one for £5250 to the card that is in my name. The casino have stated they are not paying out as I have used a third party method to withdraw to. I would understand this if they hadn’t already paid out to this card and if most of the money wasn’t going to the card that was in my name. They have previously paid out £3000 and now will not pay out.

Dear Britthow22,

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:

10.4 We may request proof from you that you have authority to use any Payment Card or your selected Payment Method which you have sought to link, or linked, to your Player Account. You must only make payments to us from bank accounts where you are the sole (or jointly) named account holder. In cases where we identify that you are not the sole (or jointly) named account holder or the named account holder differs from the name associated with your Player Account, we are entitled to suspend or restrict your Player Account, to investigate the matter, to make any necessary notifications to the relevant authorities and to temporarily or permanently withhold the return to you of your Cash Balance. In such circumstances, we may treat any transactions that have been made on your Player Account from the relevant bank account as being invalid (and any Winnings from such transactions shall be forfeited).

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,

Kristina

Dear Britthow22,

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.