STS Casino UK - The player's account got blocked.

I joined STS casino registered no problem at all. I deposited £80. I didnt know that you could not use a 3rd party card. The reason I used a different card is because at the moment I am using my moms card as I don't currently have a useable bank account. There was no issue registering the card and I won around 1200 I withdrew no problem. I carried on and ended up depositing around 1065 back but then I won 1150.. so I decided to withdraw as soon as I hit withdraw the verification process started. I sent all info that was required and then they closed the accoubt down and confiscated all winnings

One I know now that I shouldn't of used a third party deposit method however I had full authorisation to use this card proof been sent. Secondly i am only asking for my deposits back. One according to the UKGC website verification should not be done on withdrawal if it could of been done sooner which it could of been I am so stressed about all this. There is no point going through there ADR as they don't respond apparatntly I have exhausted there complaint system

Can you help me ??

Hello Meggymoo19977,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with STS Casino UK. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is still active? Did you already request for a refund and if yes, how did the casino respond?

Please note that using a 3rd party payment is strictly against every online casino rules. The only thing that can be done is that the owner of the card contacts the casino for a refund. The casino may but must not refund any deposited money.

Looking forward to your answer.

Regards,

Nick

Hi Nick

Thank you for your prompt response. I did not realise you could not use a card not in your name as I am a 3rd party nominated person on this account.

However answer to your question is no the account was blocked. I have put a complaint in and they have refused to refund all deposits. This is very annoying as they were happy to take over £1000 off a 3rd party card. I am not asking for winnings all I am asking for is my deposits back.

I am at fault as I did not read there terms and conditions which to be fair looking at them now would if probably taken me one hour to read. Also I find it hard to understand why there is so many casino looking at your forum asking for verification on withdrawal it clearly states that this is not to be done on a customers withdrawal if this could of been done earlier which it could of been done as I think I deposited over 5 times. Hope that gives you a bit more info. Thanks again for your help.

Megan

Hello Meggymoo19977,

Unfortunately it is an industry standard to start the verification process only after requesting a withdrawal and only a very few casino does it earlier. Also in order to get back the deposit, the owner of the card has to request a refund from the casino but there is still no insurance that it will be paid back.

Is there anything else we can assist you with?

Hi

No thats fine. Thanks for your response. I dont understand why it states that verification should not start on withdrawal if it could of been started earlier this is on the UKGC website. Doesn't make sense to me

However I will do that see what happens

Thanks Again

Megan

Hello Meggymoo19977,

I agree with this as verification before even depositing would prevent most of trouble but this is the current industry standard. We really hope that in the future all the casinos will verify it's players right after registration.

Please be sure to always read the terms and conditions when registering somewhere and maybe even request for the verification before depositing and also never use other payment method than yours as most casinos do not allow it.

Best regards,

Nick