The player from Germany had her account blocked due to a third-party deposit. We closed the complaint because the player stopped responding.
Mr Bet Casino - Player's account was blocked.
Amount: €1,000
Mr Bet Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
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1 year ago
Translation
Hello, my account has been blocked because my mother deposited into my account. But I didn't know it was forbidden! I was told so many times that it would still work if I uploaded the statement from her account as verification. Now I'm getting banned???? I took a screenshot as proof that one of your employees said it was ok and that the department knew that I was uploading from my mother. There are over 1000€ on my account! And I've deposited several times using my own account! It can't be that my account is blocked just because of that. I ask for help
Automatic translation:
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1 year ago
Dear Isaptt,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have reviewed the casino terms and conditions and I found this:
"You are not allowed to transfer funds from your Account to other players or to receive money from other players into your Account, or to transfer, sell and/or acquire user accounts."
Furthermore, please check our Fair Gambling Codex for Players https://casino.guru/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."
I can't conclude that according to the screenshot you provided the casino was ok with you depositing with a third-party payment method. Would you be able to provide a more detailed explanation of the situation? Please forward the complete transcript of the live chat regarding the matter or any relevant evidence to tomas@casino.guru
I'll look forward to your reply.
Best regards,
Tomas
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1 year ago
Translation
Hello Tomas
unfortunately I didn't save only this screenshot and this chat... because I assumed that we can still find a solution because I was always told to upload it anyway and that the department knew about it. They could have simply told me that my account could be blocked, but since I have 1000€ in my account, I assume that the plan was to block my account immediately. But then I don't understand why every employee wrote to me that I should upload it anyway, even though it was my mother's bank account. In other casinos you can still do something or even withdraw the money even if it was deposited from another account, but I strongly assume that if I didn't have the 1k on it, they certainly wouldn't block my account. Above all, it's forbidden, but if you deposit anyway, it still works, you don't even get a message that it's "forbidden". Then you do it in such a way that it doesn't work at all!
Kind regards Isabel
Edited
Automatic translation:
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1 year ago
Dear Isaptt,
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As you deposited with a payment method that doesn't belong to you the casino, the casino was ok asking you for this documentation, but unfortunately, that doesn't mean they will necessarily allow you to withdraw your winnings. The block was probably made only after they received definite proof of the fact you are not the owner of the payment method.
Please understand that 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.
Unless you can show us proof the casino was willing to pay you your winnings, there is not much we can do for you.
