One Casino - Two players have created accounts and would like to deposit money with joint bank card.

Good day

I'm registered on onecasino. I can not complain, a large selection of games and great bonuses.

Now I have also opened a friend's account, and unfortunately we have a common money account and the casino does not have two accounts with one card. Can you advise what? Thanks a lot

Dear player,

Thank you very much for submitting your complaint. Firstly, please allow me to ask you if you have tried to communicate this issue with the casino? If the casino advised you against it, I would strictly recommend following these instructions to avoid any unnecessary problems in the future. Secondly, I have checked the terms and conditions, and this is what I found: 

"You may only open one account on a site. It is prohibited to register more than one account at the same home address, and other accounts will be considered duplicates. One Casino may, at its sole discretion, identify and cancel duplicate accounts and any prizes associated with these duplicate accounts." 

Please be advised, that not only joint bank card, but also the same home address, might be a cause of problems. I would strongly recommend contacting the casino support and asking for their standpoint. Please, if you require any assistance in this matter, do not hesitate to contact us. Looking forward to hearing from you.

Best regards,

Petronela

Good day

Thank you for the quick reply. I did not turn to the casino because my English language is far from adapted to communication: D and I do not know if they would answer me in Czech. That's why I turned to you and I would welcome your help.

I also wonder if they would pay me money to my account when the bank account is written to a friend.

Thank you very much for your quick reply. I will transfer now 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.

Dear player.

Since we are based in Slovakia it is completely ok if you communicate with us in Czech language. We are glad to help you.

Have you ever deposited in this casino? Please, be aware that you should always make a deposit with a card which is on your name and if you have two accounts with same IP/household you may experience huge withdrawal difficulties. 

If you have deposited into this casino then we should contact them as soon as possible and explain that you were not aware of this fact. 

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.

Good day

Thank you for answer.

Actually, I opened an account, but the card I deposited with is just written to Partner. Do you think there would also be a problem with the payout.

Thank you Havel

Hello, yes, it may be a problem and we recommend you contact the casino as soon as possible. You should explain your situation and I am sure they will provide you with a proper solution. Please, be aware that you may experience withdrawal difficulties if you fail to contact the casino.

Could you do it and inform us about the outcome, please?

When she answers me, I will definitely write.

And thank you

Hello, is there any new information about your case? Have you find any solution with the casino?

Good day

I'm sorry for waiting so long.

Unfortunately, it is not possible to withdraw the prize unless my signature from the bank account is included in the contract.

Is there any problem to provide the casino with requested document? 

Yes, because there is no name or signature on the bank account agreement.

Could you request the document including the name or signature from the bank? They may send it to you through email.

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 consider your issue got resolved.

Thank you for using the Casino Guru complaint resolution center. We will now mark it as 'resolved' in our system.