The player from Spain had deposited €100 and won a bet, earning €240, but her account was unexpectedly closed when she tried to withdraw the winnings. The Complaints Team had reviewed the case and found that she had violated the terms and conditions by using a payment method not in her own name. Despite extending the response period, the player did not provide any evidence of legitimate ownership of the payment method. Consequently, the complaint was rejected due to the player's violation of the casino's payment rules.
Powbet Casino - Player's account is closed.
Amount: €240
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
6 months ago
Public
Public
6 months ago
Translation
I went ahead and registered, I deposited 100€ and won a bet. Now that I'm trying to withdraw my winnings which is 240€, my account has been shut down. I can't access it anymore. They tell me they will refund my 100€, but I'm unsure to what extent this is legal...
As of now, I have not received the 100€ refund. On another note, the only thing that comes to mind is that the card I used for the deposit isn't in my name, but would that actually cause a problem? Thank you.
Automatic translation:
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6 months ago
Dear jordifernandezromeu1,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the T&Cs, and this is what I found:
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:
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 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,
Kristina
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6 months ago
Dear jordifernandezromeu1,
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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6 months ago
Thank you for your reply, jordifernandezromeu1. 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.
