The player from Italy is experiencing difficulties withdrawing his winnings due to a third-party deposit. We closed the complaint because the player didn't reply to our questions and messages.
Hello, about ten days ago I played slots in this casino by depositing real money. I won €1650. When I tried to withdraw they asked me for a series of documents that I am not going to list because I think you already know what they are asking for. My problem arises from the fact that I used the company card to deposit, which is supposedly mine but is made out to my cousin (I have the physical card, the App, and all my cousin's documents including the certificate of incorporation). The other problem is that I separated about 2 years ago and went to live with my sister, where I didn't bring the residence but only the domicile. Now the casino is asking me for a certificate of residence corresponding to the identity card. Yesterday I went to the registry office where I had my residence and they informed me that I was cancelled. Currently, therefore, I am without residence.
Can you help me? I thank you in advance.
Dear rossanotrombini71,
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: https://www.starvegas.it/it/contratto-di-gioco
"Article 10 - Obligations and responsibilities of the customer
If the Dealer becomes aware that the Customer:
may suspend the contract, informing AAMS, until the facts are ascertained. "
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."
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.
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.
As for the situation with your residence, have you explained the situation to the casino? What was their reply?
Best regards,
Tomas