Efbet Casino - Il ritiro del giocatore è stato sospeso.

Hello! My account was closed again due to depositing with foreign funds, the card belongs to my husband

At the first problem I contacted them and explained about the funds, to tell them what we should do so that there is no problem with the deposit, etc.

Their answers were completely unclear.

They opened my account and I didn't use it until last night - I made a deposit from the same card and there was no problem until the moment of withdrawal.

I was told by the casino that the withdrawals I make should be to someone else's account, so I did. I was denied

I ask - why do they allow card deposits, ask for verifications and a lot of other nonsense and finally - you can't withdraw

I want my winnings to be paid to someone else's card as it should be.

Здравейте! Отново ми беше закрит акаунта, заради депозиране с чужди средства, картата е на мъжа ми

Още при първия проблем се свързах с тях и Обясних за средствата, да кажат какво трябва да направим за да няма проблем с депозирането и т.н.

Отговорите им бяха напълно неясни.

Откриха ми акаунта и не го използвах до снощи - направих депозит от същата карта и нямаше проблем до момента на теглене.

Бяха ми казали от казиното, че трябва тегленията, които направя да бъдат към чуждата сметка, така и направих. Бяха ми отказани

Питам аз - защо разрешават депозити от картите, искат им верификации и други куп глупости и накрая - не можеш да теглиш

Искам да ми бъдат изплатени печалбите към чуждата карта както му е реда.

Dear Iveto9912,

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.efbet.net/UK/help#deposits:

„3.4. All Customers should at all times be able to guarantee not to be:

- Acting on behalf of a third party

- Depositing money of unclear origin

- Depositing money through a credit card which they are not authorized to use or knowingly receiving money from such credit card.

- Using the services, offered by AE Group B.V., for money laundering."

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.

Thank you very much in advance for your reply and understanding.

Best regards,

Petronela 

Thank you, Iveto9912, for your reply. Would you be able to prove that you are a legitimate owner of the payment method? Is your name displayed on it directly, or on its statement?

The account names are my husband's. He can also guarantee the method of payment, as long as we know how to do it. With a power of attorney or something else, would you direct us?

Имената на сметката са на мъжа ми. Той също може да гарантира за начина на плащане, стига да знаем как да го направим. С пълномощно или нещо друго, бихте ли ни насочили?

Both accounts are included in my account in efbet - for both we have verified with personal data

И двете сметки са включени в профила ми в ефбет - и за двете сме верифицирали с лични данни

One is my personal, the other is my husband's.

Едната е моя лична другата е на моят съпруг.

If you have accumulated winnings from a deposit that has been made by your husband's card and it is not a joint account we won't be able to help you. The only solution would be if you have asked the casino for permission to use a third-party payment method beforehand or you had valid empowerment signed by your husband before the deposit was even placed.

The authorization document is after the deposit, but I still think it will work to prove that its use is not excessive.

Документа за овластяване е след депозита, но въпреки всичко смятам, че ще върши работа, за да се докаже, че използването и не е прекомерно.

Could you please forward the document to petronela.k@casino.guru? Thank you very much.

Of course! Expect the document today or tomorrow at the latest 😊

Разбира се! Очаквайте документа днес или най-късно утре 😊

I will be waiting for your reply patiently. However, please bear in mind that a document dated after the entire incident took place may not be sufficient to confront the casino.

Dear Iveto9912,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.