Efbet Casino - El retiro del jugador ha sido cancelado.

Hello, about 3-4 weeks ago I deposited money from my friend's card, which is not the first time, then when I decided to withdraw the amount, efbet closed my account, they said that I would have an answer within 10 days, after 10 days I called them, they said that they would unblock within 24 hours the account and a week has passed and still nothing is answered on the phone or written to the support

Здравейте преди около 3 4 седмици депозирах пари от картата на приятеля ми което не е за първи път след това като реших да изтегля сумата ефбет затвроиха акаунта ми казаха че до 10 дни ше имам отговор след 10 дни им звъннах казаха че до 24 часа ще отблокират акаунта и мина се една седмица все още нищо нито вдигат на телефона нито пишат в супорта

Dear Tomaaa,

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):

„17.1. Credit/Debit Cards

Depositing – You can make secure online payments instantly by using the services provided by Nova Zvezda OOD and by using VISA and Master Card/Maestro credit/debit cards. Simply click on "Deposit" and choose Credit Card as a payment option on the efbet website Deposits are instant and Nova Zvezda OOD apply no charges for using this method.

The credit card holder’s name must be the same as the registered account name. If there is a mismatch of he names, the account will be suspended. All bets placed prior to suspension will stand win or lose."

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. 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 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 

It's not the first time I deposit from the card and it's not the first time I withdraw to it, it was verified a long time ago

не за пръв път депозирам от картата и не за пръв път тегля към нея верифицирана е преди доста време

Do I understand correctly that you deposited from your friend's card in this specific casino previously and withdrew to it as well? Could you please forward a screenshot of your cashier history with highlighted disputed transactions? My email address is petronela.k@casino.guru.

Hello, the account has been released, thank you, but yes, you understood me correctly

Здравейте , акаунтът е пуснат , благодаря , но да правилно ме разбрахте

now they released the profile, but they don't approve my withdrawal either by izipay or by card

сега пуснаха профила , но пък не ми одобряват тегленето нито чрез изи пей нито чрез карта

Have you been offered any alternative payment method to withdraw your winnings? Was the withdrawal approved already?

Dear Tomaaa,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the 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.