The player from Italy had experienced difficulties with the verification process at an online casino after using a friend's card for deposits. The casino had requested card verification, but the friend's name was not on the card and the bank statement only showed the account number, not the full card number. Despite all other documents being accepted, the player's account could have been blocked due to this issue. The player was concerned about losing €550. We had explained that using a third-party deposit was forbidden in all online casinos and that any winnings generated from such a deposit would likely be confiscated. We also informed the player that the casino had the right to permanently close their account. The player asked if there was a way to withdraw the money, but we clarified that it was up to the casino to decide on any payouts or refunds. We concluded the complaint due to the breach of the casino's terms and conditions by the player.
MyStake Casino - Player's account verification issues with third-party card.
Amount: €550
MyStake Casino
Safety Index:HighUnjustified complaint
REJECTED
Case summary
Good evening everyone,
Last week, I made several deposits using a friend's card. I verified the account with my data, and all seemed okay until that point. When I tried to withdraw, however, they asked for the card verification. They requested me to send the first six digits and the last four that are on this card. I did send this, but they need the card to also have my friend's name on it. Since it isn't there, I asked for the bank statement, but even on the bank statement, the used card cannot be associated, as the account number is displayed and not the 16 digits of the card.
What should I do?
Many thanks
Hello Paganesimo,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with MyStake Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not or is it the card only? When was the last time you spoke to the casino and what was it about?
Please note that using a 3rd party deposit is strictly forbidden in every single online casino and your account will be most likely blocked and all the winnings voided. Keep in mind to always only deposit with your own funds
Looking forward to your answer.
Regards,
Nick
All documents were accepted, except card verification. I spoke to them until the day before yesterday.
I wasn't aware of this, as deposits don't cause any problems, it should be blocked from the start right? Not that the moment you win and want to withdraw then it becomes a ban. This thing is quite ridiculous. So will I lose €550?
Hello Paganesimo,
The casino have no information regarding the deposit method until the verification is requested so they could not know that it does not belong to you.
Any winnings you generated from that deposit will be confiscated and the real owner of the card may try to contact them in order to refund the deposit. The casino has now right to close your account forever without so I would not recommend to make further actions there.
Unfortunately this is a strict term and there is no possibility to enforce the casino to do anything.
Is there anything else we could assist you with?
Well I'm the actual owner of the account, is there nothing you can do to at least make me withdraw that money? Then having the account blocked is not a problem.
Thank you and good day
Hello Paganesimo,
Is is entirely up to the casino whether they pay out anything or refund anything and we can do nothing as you breached their terms and conditions.
We will be now forced to close the complaint. Please be sure to never use somebody else's documents or payments in the future in any online casino.
Regards,
Nick
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