Rose Slots Casino - Player’s account has been blocked.

I have sent over all my documents for verification I was asked to prove mobile payments which is in my partners name as we share the contract and he is the bill payer I was then asked to submit identification for my partner which I have done I have sent various emails I have now had my account locked??

Dear Amy,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked terms and conditions, and this is what I found https://www.roseslots.com/terms-and-conditions:

„ Banking Policy

All cards and payment methods must be owned and/or in the same name of the person registered on the Rose Slots account."

"There may be occasions where we will have to suspend your account with us. In these circumstances, your funds may be temporarily unavailable for you to use or withdraw. This includes (but not limited to) any of the following circumstances:

·        The name on your account doesn’t match the name on the payment method which has been used to make purchases on your account."

Furthermore, please check our Fair Gambling Codex for Players https://casino.guru/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."

If I understood correctly this rule has been breached. Some exceptions might be allowed by casinos when depositing funds from a joint card. Would you be able to prove that you are a legitimate owner of the payment method? If not, 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,

Petronela 

Hi all card payments methods belong to myself there was a payment made by phone of which my partner pays the bill as we both share the contract I have sent over all his identification too.

I also made this transaction by my bank card and wanted to withdraw my winnings. I have sent over identification of my card to rose slots. They have everything they need provided by myself for this the mobile payments were previously where I can make a payment by Touch ID on my phone as I share the mobile contract as explained the bill is in my partners name as he is the bill payer for this rose slots have also received my partners identification.

Hello Amy,

Could you please forward your cashier history and indicate which payment has been made by phone? My email address is petronela.k@casino.guru. Thank you very much in advance.

Hi, I have emailed this over to you

I'm sorry. I haven't received anything yet.

Hi I have re email this over via my iPhone email address

Hi yes I can confirm they are the three payments made by mobile and they have been played and lost. The rest of the transactions are made via bank card that I am the rightful owner to and have provided identification for this.

My case has finally been resolved I will never play any jumpmangaming I do feel they need investigating Thankyou for all you time an help much appreciated 😊

Thank you very much, Amy, for the update. Do I understand correctly that your problem has been resolved? Do I have your permission to close this complaint or there’s anything else we could help you with? Thank you in advance for your reply.

Yes Thank you you can close my case 😊

As the issue has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Amy, for your cooperation and confirmation, and please don’t hesitate to contact us if you run into any issues with any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru