The player from Germany had his winnings voided due to third party deposit. We rejected the complaint because the player didn't respond to our messages and questions.
Löwen Play Casino - Player’s withdrawal has been rejected.
Amount: €2,000
Löwen Play Casino
Safety Index:Very highSafety Index
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
Public
Public
3 years ago
Translation
I deposited € 10 with a friend's Paysafe account and won a higher amount. Before I tried to pay out, I wrote to support to clarify whether and which documents and steps are necessary for a payout or are still missing. The account itself had been verified for months, but since I paid in with a Paysafe account of my friends, Löwenplay wanted to have some more documents from her, which I also submitted. After I submitted everything that Löwenplay asked for, I tried to pay out the amount of around 1950 €. It was written that the payout is being processed. Then I used the accumulated loyalty points and played a little more. A little later, however, I noticed that Löwenplay informed me by email about 10 minutes after my attempt to pay out that the amount I won had been deleted or reset and that they had transferred back the € 10 that I had deposited with my friends' Paysafe account. I think that the amount won was just too high and therefore a reason was sought to prevent the payout and unfortunately I gave you a reason. I think that a serious casino made in Germany would not need to work with such tricks. Even if the Paysafe account was from someone else, I met all the conditions required by the support. In addition, Löwenplay should then immediately refuse the payments if the Paysafe account does not belong to the same person who is registered with you. But when it comes to cashing in, it doesn't seem to be a problem.
best regards
Arthur
Automatic translation:
Public
Public
3 years ago
Dear Artur,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked terms and conditions, and this is what I found https://www.loewen-play-casino.de/de/allgemeine-geschaeftsbedingungen:
„Payments into the user account can be made using the payment methods available on the Löwen Play Casino website. The deposited name of the depositing bank must match the name of the Löwen Play Casino user account. If this is not the case, the deposit will be declined and the balance will be returned. Any bank or payment provider fees will be deducted from the balance beforehand."
Please understand that these rules have been breached. Some exceptions might be allowed by casinos when depositing funds from a joint card, but this was not the case. I’m very sorry but we can’t help you with this query. If there is any additional information that would support this case, please do not hesitate to contact us, otherwise, I will be forced to reject your complaint. Thank you for your understanding.
Best regards,
Petronela
