Polestar Casino - Player's account was blocked.

My account has been blocked on this casino site, I waited for a payout for 20 days, and then they requested verification. Once it was accepted, my account was blocked by the site administrator. This happened because my bank card, which is MINE, was erroneously listed under a different name. This was a mistake made by the bank due to account authorizations. I have tried to prove this with documents, but no one is responding or resolving my issue. I will attach images and a document to show that this is my account and my card, as you can clearly see the account numbers match on the bank statement!

Dear Kris997,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. I have checked the Terms and Conditions and this is what I found:

4.1 By opening an account on our Website and by using our Website you warrant that:

(...)

the credit/debit card or any other payment method that you use to top up your account balance belongs to you, is not stolen, and has not been lost by another person. Company reserves the right to close your account and void any winnings in case of a reasonable suspicion that you have violated this warranty.

Furthermore, please check our Fair Gambling Codex for Players https://casino.guru/fair-gambling-codex-for-players: 

"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. 

Based on the screenshot you provided, the payment card displays a different name and bank account number compared to the name and bank account listed on the bank statement.

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

I left an attachment with documents, where it is written on the bank statement who is the owner, and circled, but there is no response from the casino. Also, my sister and I are the owners of the accounts, that's why the bank made an error when creating the card. There is no involvement of any third party as stated

And at the same time, I paid the deposit in crypto, and I asked for payment in crypto, not a bank account.

And when you say that the numbers on the statement and the card do not match, compare it better without the number 340, because it is understood that it is the number for the bank, and that is why it is not on the statement

and edit the other numbers and you will see that what I am saying is true!

You are right about the bank account numbers, I apologize for the confusion.

Do you have any document proving that both you and your sisters are the owners of the bank account? Do you have a card issued in your own name as well?

That card was supposed to be in my name, but the bank made it in hers, because it has authorization in my name, and the bank made it in her name in Greek. Even after that, we didn't change it because I use it properly without any problems. And the sister has her other cat which she uses.

Does your sister play in this casino as well?

she played but didn't win anything, so she didn't have anything to raise

Has your sister used the same bank account and card as you for making deposits into her account?

It's not

I'm sorry to convey this, Kris997, but there's unfortunate news. The card used for depositing does not belong to you; it bears your sister's name. While you may have a joint account, the use of a third-party card for deposits is not permitted. There is no evidence to suggest that the bank mistakenly issued a card in your sister's name. Additionally, if both you and your sister have accounts at this casino, the likelihood of receiving any winnings is extremely low. In the future, if you plan to engage in online casino activities, I strongly advise using payment methods registered exclusively in your name to prevent such issues from arising again.

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.