Efbet Casino - El retiro del jugador ha sido retenido.

Hello! I want to complain that I deposited from someone else's debit card that belongs to my mother and then I submitted the necessary documents, ie my ID card, my mother's ID card with the card and the debit card. My account was verified, I went to withdraw the money and I was denied a download, I sent a message to the support and they said that they would transfer it to the management team

Здравейте!Искам да се оплача че депозирах от чужда дебитна карта която е на майка ми след което съм подал нужните документи тоест моя лична карта,лична карта на майка ми на която е картата и дебитната карта.Сметката ми беше верифицирана тръгнах да тегля парите и ми отказаха теглене пуснах съобщение на съпорта и казаха че ще го прехвърлят на мениджърския екип

Dear kikokol032,

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#action=pr_128&page=pr_128&psection=help:

„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. 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 

Dear kikokol032,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with any other casino. We are here to help.