The couple from Germany has used one bank account to deposit funds. Afterwards, the wife had her winnings confiscated. The issue was resolved, the player received her winnings.
WestCasino - Wife and husband have made deposits from the same bank account.
Amount: €2,000
WestCasino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 years ago
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4 years ago
Translation
Here is a summary:
I recently created an account through Westcasino.
My bank account was already used by my husband's account
(-> the deposits and withdrawals were often made without problems via my bank account)
After a while, the deposit option "immediate transfer" was blocked
At the time we didn't know why the option was blocked on my husband's account.
After we had contact with a customer advisor and asked why the payment option is blocked, he explained to us that it is due to the deposits made via my bank details (wife) - Lt. The terms and conditions is also right.
We then explicitly asked whether I could create an account and use my bank details -> the consultant confirmed that it would of course be possible
After confirmation from the customer advisor, I create an account
After several deposits that worked without problems, I won and made a payment of € 2,000 that I wanted to withdraw.
After a few days I received the email from westcasino that the profit would be invalid because the bank details were used "several times".
(>> if we received this email on winnings that were won through my husband's account, we would be able to understand that as the deposits were made through my bank account and that the payment option "immediate transfer" is blocked.
But we cannot understand that I receive such an email via my account - this is also Lt. the terms and conditions not right! )
We have read the terms and conditions, the profits are invalid for so-called "double accounts".
In the case of deposits from third parties (friends, family, spouse, etc.), the winnings are invalid and the deposits must be repaid to the account holder.
In my case, it is not a third and not a double account.
Lt. the terms and conditions, it is not lawful that westcasino see and retain the winnings I have paid in from my bank and thereby achieved!
Even according to the terms and conditions, Westcasino would have to repay all amounts paid by my husband via my bank details.
Contact via the chat function has also been made without waiting for a response from westcasino for days.
Unfortunately I don't know what else I can do ... I just don't understand it.
Automatic translation:
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4 years ago
Dear Sega,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Whose name is on the bank account? Is it yours or your husband’s? Is it a joint account? Furthermore, please could you forward me a confirmation from the agent where he has stated that you could open an account, as well as the explanation from the casino why your winnings have been voided. My email address is petronela.k@casino.guru. Hopefully, we will be able to help you with this matter as soon as possible. Thank you very much in advance for your reply.
Best regards,
Petronela
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4 years ago
Thank you very much Sega for providing all the necessary information. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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4 years ago
Translation
Hello Petronela,
I also forwarded some of them separately via email to Casino.guru - did you receive the emails?
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4 years ago
Hi Gamze,
I just wanted to let you know that I am currently examining your case and will reply as soon as possible.
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4 years ago
Translation
Hello Peter - thank you!
As already written in the previous email, Petronela forwarded emails - did the emails reach you? (the mail from Westcasino and the mails I wrote to westcasino but received no response)
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4 years ago
Hi Gamze,
I examined your case and will now contact the casino. We'll see what can be done here.
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4 years ago
Translation
Hi Peter,
you have read through everything. I would be interested in your opinion on this topic.
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4 years ago
Hi Gamze,
My opinion is quite simple. Players should never use bank accounts to deposit money in casino that don't belong to them. You should always have one casino account and one bank account in your name you use to deposit and withdraw money to and from the casino. This simple rule would save the players a lot of trouble. However, if the casino support told you it was alright to open an account and use the aforementioned bank account to deposit money, you should definitely get paid. I already contacted the casino rep, but haven't received any reply yet. You will be notified as soon as there is news.
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4 years ago
Translation
Hi Peter,
yes you are right - you should really only use one bank account it is also our mistake that we used two bank accounts we did not read the terms and conditions at the time.
but it worked for a long time both deposits and withdrawals were posted to both bank accounts. Sometime when they then blocked my husband's immediate deposit - we just contacted the customer advisor and asked why. Only then were we informed. But as I said, we asked explicitly whether it would be possible for me to create my own account and then use my bank details - this has been confirmed.
my husband also received an email from westcasino saying that he can use his bank details again but is no longer allowed to deposit via my bank account.
If they had canceled my husband's profits back then Because the deposits were made through my bank details I would understand. But that my winnings have been canceled is not legal according to the terms and conditions of westcasino.
Thank you for your efforts
Greetings Gamze
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4 years ago
We would like to ask the West Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may affect its rating.
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4 years ago
Translation
well then i am just as far as at the beginning .. with me westcasino does not react to mails either. It is a bottomless cheek from westcasino ..!
can't they do that? Just don't reply to emails.
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4 years ago
Hello Guru Admin,
I was equally informed of this and have been asked to give an update. The Finance Team will be resolving the case with the user shortly and she will be contacted.
Thank you for your assistance.
Best Regards,
Ed Blake
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4 years ago
Translation
Thanks for your effort.
the money was credited to my customer account.
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4 years ago
Hi Gamze,
That's good news. Thank you for using the Casino Guru complaint resolution center. I'm glad to hear that your issue got resolved. I will now mark it as 'resolved' in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Peter
