The player from Germany had his account blocked due to using a payment method belonging to a third party. The casino allowed the player to make a one-time deposit via his brother's account. However, the player admitted he made all the deposits through his brother. Therefore, he breached the casino's Terms and Conditions regarding third-party payments, and we rejected his complaint.
Platincasino - Player’s account has been blocked.
Amount: €192
Platincasino
Safety Index:HighSafety Index
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
10 months ago
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11 months ago
Translation
Hello,
I played at Platincasino & I always deposited through my brother's PaySafeCard account. Since I've had an account there, I've been doing it this way and I have authority to do it. A few days ago I deposited €10 and played to €192. I wanted to cash it out, Platincasino replied that they need a power of attorney from my brother and his ID. No sooner said than done, I send them the information and suddenly the account was blocked, the money that had been won was deleted and my original money (€10) was refunded. What can I do now? I always paid in like this, can I possibly just get the remaining money back?
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11 months ago
Dear srschmuck1,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the Terms and Conditions, and this is what I found:
§2. Account Rules
7. The Players of Red Rhino agree to abide by these Terms and Conditions at all times, and also confirm that they are:
a. not acting on behalf of any third party;
b. not utilising funds originating from any criminal activity or activities;
c. not utilising bank accounts, debit cards, credit card/s or e-wallets that are not in their own name;
d. not to attempt to gain unauthorised access to Red Rhino systems or, to alter its code or content in any way;
e. not going to take part or organise any criminal actions against Red Rhino, its affiliates, and its Players.
§3. Deposits, Transfers and Withdrawal
Deposits can be made into the account by the payment methods that are available on the Red Rhino website. The name of owner of the payment method (credit card, bank account, e-payment or payments through e-wallets) shall be identical to that of the Player receiving the funds in the account. Deposits originating from payment methods in the name of third parties’ deposits may be rejected and the respective funds may be returned. Where possible, Red Rhino will remit the funds directly into the account where the funds originated from. Any charges levied by the banks/payment gateways will be deducted from the reversed amount.
Furthermore, please check our 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.
Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card or this possibility is communicated beforehand. 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 the account verification, which is usually done when a withdrawal is requested. Therefore, it is a player’s responsibility to use allowed payment methods only.
If you’re not able to prove that you are a legitimate owner of the payment method and you haven’t received approval from the casino allowing you to use a third-party payment method, I’m afraid there’s not much we can do for you.
Thank you very much in advance for your reply and understanding.
Best regards,
Veronika
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10 months ago
Dear srschmuck1,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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10 months ago
Translation
I got a power of attorney from my brother that I can pay through the account + his scanned ID because they asked for these two things. After I sent it in, I was blocked, but why are you even asking for a power of attorney if I'm going to be blocked anyway? Do you understand what I mean?
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10 months ago
Could you please send me the communication between you and the casino with the information that the casino would accept a third-party payment with the power of attorney and the ID of your brother? My email address is veronika.l@casino.guru.
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10 months ago
Translation
Thank you for providing me the casino email. Please note the underlined section in the statement that your brother should sign.
I, (name of account holder), born on (date of birth of account holder), hereby confirm that I have allowed Mr./Ms. (name of player at Platincasino) to make a one-time deposit via my account ( Paysafe account number) at Platincasino. Date, place and signature of the account holder
You mentioned that you made all payments to the casino through your brother's account. Is that correct? Never used your own payment method?
Edited by a Casino Guru admin
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10 months ago
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No, never, and it always worked before, and now that I've won for the second time, they're banning me
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10 months ago
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My brother also signed everything including ID card etc.
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10 months ago
I'm sorry, but as I mentioned in my previous response, the casino allowed to make you a one-time transaction via your brother's payment method. Since you've never used your own payment method to deposit and play, you did not comply with the casino's requirements. The casino is therefore eligible to refund you the last deposit and close your account indefinitely.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
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