Rich Ride Casino - Player demands refund after account being blocked.

Hi I used trustly to deposit and I accidentally used an account that is named as miss k kemal not miss c kemal. This was my sisters account but I use it for my wages to be paid into to not affect my benefits. So we share the account basically. I should have deposited through my hsbc but I didn’t think there would be a problem due to it saying miss kemal. Now the casino has blocked my account which is fine and voided my winnings which again is fine but won’t refund my £2000 deposits. I have kids to feed. Why should they keep my minor because of a minor mistake? I’m a very depressed vulnerable person. As a gesture of good will they should refund the deposits but keep the winnings and block the account. I’ve done this in the past by accident as I’ve forgotten to remove this card from my trustly and other casinos have refunded me as a gesture of goodwill but they want to keep my money and winnings and close my account. I work so hard for my money

the casino is richride

Dear 8cr7z6mbp5,

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:

„In relation to deposits and withdrawals of funds into and from your Account, you acknowledge that you shall only use a payment method that is valid, legal and belongs to you.

We prohibit the use of company payment methods and void any winnings stemming from deposits made with a company payment method or payment method not in your name."

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

Dear 8cr7z6mbp5,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.