Coolbet Casino - El retiro del jugador ha sido cancelado.

Hello good afternoon, explained quickly.

The coolbet casino says that I have made a third party deposit by the bank deposit method, which is false and I have the proof.

Step to detail step by step.

In Peru, for many payments (including payment in various casinos) there is a "payment cash" company in which you can pay in cash at any store, warehouse, pharmacy or market and you also have the option to pay via transfer from your bank. mobile.

It turns out that coolbet in its deposit statements has always called this operation a cash deposit.

Also at the time of deposit they tell you that if you make a cash deposit you keep the receipt.

It turns out that I won a prize of 50 thousand soles, and after verifying my account by various methods they paid me 30 thousand soles.

After this payment of 30 thousand soles, they asked me to prove that a payment made through the "cash payment" method had been from my account.

They stopped calling the method cash deposit and started calling bank deposit.

I made the payment of the "cash payment" method with my girlfriend's account, because all the time in her statements it says that it is a cash deposit but when paying they changed their mind.

They closed my account saying it's fraud and they withheld my 20 thousand soles.

Hola buenas tardes, les explicó rápidamente.

El casino coolbet dice que yo he hecho un deposito de terceros por el método de depósito bancario, Lo cual es falso y tengo las pruebas.

Paso a detallar paso a paso.

En Perú, para muchos pagos( incluido el pago en varios casinos) existe la empresa "pago efectivo " en la cual se puede pagar en efectivo en cualquier tienda, bodega, farmacia o market y también tiene la opción de pagar via transferencia desde tu banca móvil.

Resulta que coolbet en sus estados de depósito siempre a llamado a esta operación depósito en efectivo.

Ademas al momento de depósitar ellos te dicen que si haces un deposito en efectivo guardes el comprobante.

Resulta que gané un premio de 50 mil soles, y despues de verificar mi cuenta por varios métodos me pagaron 30 mil soles.

Despues de este pago de 30 mil soles me pidieron que demuestre que un pago hecho a través del metodo" pago efectivo " haya sido desde mi cuenta.

Dejaron de llamar al método deposito en efectivo y pasaron a llamar depósito bancario.

Yo hice el pago del método "pago efectivo " con la cuenta de mi novia, porque todo el tiempo en sus estados dice que es un deposito en efectivo pero al momento de pagar cambiaron de opinión.

Me cerraron la cuenta diciendo que es fraude y retuvieron mis 20 mil soles.

Dear jroigca,

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 (here):

„3. Your obligations as a player

...

3.1.9 In relation to deposits and withdrawals of funds into and from your Member Account, you shall only use credit cards and other financial instruments that are valid and lawfully belong to you."

Furthermore, please check our 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. Technically it is very difficult to check who’s the owner of the payment method at the depositing stage. This can be checked only during the account verification, which is usually done when a withdrawal is requested. Therefore, it is a player’s responsibility to use allowed payment methods only.

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 

The method I used is called "cash payment" which generates a code with which you have 2 options: pay in cash with your code at any convenience store or pharmacy, or you can pay with your code for your mobile banking from your bank.

They call this method CASH DEPOSIT in their detail of deposits made. THAT IS VERY CLEAR.

Also, in its deposit section there is a reminder that says, among other things, that if you make a cash deposit, keep the receipt.

The question is clear, because in their details of operations they call it a CASH DEPOSIT? to later say by chat that it is a bank deposit and thus generate confusion.

Let them accept their mistake.

I would never have used another mobile bank to pay that effective payment code if they had been clear in their transaction detail section.

I am an old player, I have not used credit or debit cards or transfers in the name of another person.

The "cash payment" method is not stipulated in their T & C and there is a lot of gap which is an infraction.

El método que usé se llama "pago efectivo" el cual te genera un código con el cual tienes 2 opciones: pagar en efectivo con tu código en cualquier bodega minimarket o farmacia, o puedes pagar con tu codigo por tu banca móvil de tu banco.

Ellos llaman a este método, DEPOSITO EN EFECTIVO en su detalle de depósitos realizados. ESO ESTA MUY CLARO.

Además en su sección de depósitos hay un recordatorio que dice entre otras cosas que si realizas un deposito en efectivo guardes el comprobante.

La pregunta es clara, porque en su detalle de operaciones lo llaman DEPOSITO EN EFECTIVO? para después decir por chat que es un deposito bancario y así generar confusión.

Que asuman su error.

Yo jamás hubiera usado otra banca móvil para pagar ese código de pago efectivo si hubieran sido claros en su sección de detalle de operaciones.

Yo soy jugador antiguo, no he usado ni tarjetas de crédito o debito ni transferencias a nombre de otra persona.

El método "pago efectivo " no esta estipulado en sus T & C y hay mucho vacío lo cual es una infracción.

Dear jroigca,

Do I understand correctly that you have used your girlfriend's card to purchase a code for the "cash payment"? Have you used this method in the past and received your winnings afterwards?

Yes, I have used my girlfriend's mobile banking to pay the "cash payment" method code.

Yes, I have used it many times for a long time and I have received before and also the 30 thousand soles.

I always used it because it was clear to me that it was allowed.

Si, he usado la banca móvil de mi novia para pagar el código del método "pago efectivo".

Si, lo he usado muchas veces desde hace mucho tiempo y he cobrado antes y también los 30 mil soles.

Siempre lo use porque para mi era claro que estaba permitido.

I understand your frustration, jroigca. I understand that it might be confusing if the casino changes suddenly its rules or, in this case, the way they verify depositing payment methods. However, the fact that you have used a third-party payment method to purchase credit for your casino account, remains. Please bear in mind that in any gambling establishment this would be considered one of the main rules that can't be breached. If you can't prove that you are a legitimate owner of the payment method you won't be entitled to any withdrawals in the future.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Thank you very much for your help.

The topic is closed

Muchas gracias por su ayuda.

Queda cerrado el tema

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

Best regards,

Petronela

Casino.Guru