One Casino - Player’s struggling to receive her winnings.

Good day

I have again a problem with paying but this time with things amount. Despite the fact that I put money out of account in the casino and the money was received without any problems, but I choose to account again can not send..Thanks for the help

Dear Andysek,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you deposited funds into your account with a joint bank card? If yes, whose name is on the card? Furthermore, could you forward any relevant communication between you and the casino to petronela.k@casino.guru? 

Since you’ve experienced the same issue with this casino in the past, have you completed your account verification and sorted this issue before depositing again? I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply. 

Best regards,

Petronela

Dear Andysek,

Thank you very much for forwarding all the relevant communication. I have checked terms and conditions, and this is what I found:

"The user may only use appropriate financial resources to which the user has legal access to deposit and / or withdraw from the account."

If you plan depositing funds with a bank card which doesn’t have your name displayed, I would strongly recommend contacting the casino ahead of time and explain them the situation because it’s easier to avoid a problem than resolve one. 

Do I understand it correctly that the name on the bank card, which you have used for depositing, is your son’s? Is your name clearly visible on the bank statement that you have provided? I will be waiting for your reply patiently.

I'll email you everything.

Thank you Andysek for forwarding the documents. I still didn’t receive a bank statement that would display your name. The bank card which has been used for depositing is linked to the CSOB account or Poštovní spořitelna? 

Do you have a bank statement which shows clearly both names (yours and your son’s)? 

Thank you very much Andysek for providing all the necessary information via email. I will now transfer your complaint to my colleague Jozef 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.

Hello Andysek.

I am very sorry to hear about your negative experience. We will now try to get in touch with the casino.

Thank you

We would like to ask the One Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

The casino called me and I am waiting for the last answer as I do not know if I will understand it well. After the answer I will know about the casino right away whether everything went well or not.

In relation to this case One Casino would like to explain the following:

• Following the withdrawal request by the player we realised that the bank account being used was a joint bank account with her son who is a minor
• As part of our responsible gaming policy we do not accept this in order to safeguard the minor and ensure that minor funds are not being used by parents for gambling purpose.
• To this effect we asked the player to amend her banking details to a bank account in her own name.
• In the meantime her withdrawal requests were put on hold until the situation is clarified
• We deposited all the funds that came from the minor account back to the minor to ensure that the minor has not lost any funds.
• The player has however in the meantime cancelled her withdrawal requests numerous times and continued playing these funds.

Hello Andysek.

Please, could you confirm the casino statement?

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.