Efbet Casino - El retiro del jugador ha sido suspendido.

Hello, I deposited from my mother's card and after I decided to withdraw the amount, an email was sent to me that I should verify and send them my mother's data.

After I did it I received an email that everything is fine and I can withdraw the amount I won but after I requested a withdrawal I received an email because my account will be reviewed because I made a deposit with other people's funds and when I deposit there is no problem! My account is closed and I can't to receive my amount! But when I deposit with foreign funds there is no problem…

Здравейте, депозирах от картата на майка ми и след като реших да тегля сумата ми беше изпратен емейл че трябва да верифицирам и да им изпратя данните на майка ми.

След като го направих получих емейл че всичко е наред и мога да тегля сумата която съм спечелил но след като заявих теглене получих емейл защото акаунта ми ще бъде преразгледан защото съм извършил депозит с чужди средства а когато депозирам няма проблем!Акаунта ми е затворен и немога да получа сумата си!Но когато депозирам с чужди средства няма проблем…

Dear Makkksiiisss91,

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.

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 

Okay, but after the first time I tried to withdraw the amount, they wrote that I only need to verify the data of the third party. I want to ask and when I deposit on the site with someone else's card why is there no problem and only when withdrawing there is?

Добре но след първият път който опитах да изтегля сумата ми писаха че само трябва да верифицирам данните на третото лице. Искам да попитам а като депозирам в сайта с чужда карта защо няма проблем а само при теглене има?

Dear Makkksiiisss91,

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. As I mentioned earlier, some exceptions might be allowed by casinos when depositing funds from a joint card but even this option should be communicated beforehand. 

You have been requested to provide a third party's details to verify if you are the rightful owner of the payment method. Unfortunately, this couldn't be proved. Therefore, your payment was cancelled.

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.

I was not asked for data from a third party to withdraw the amount I earned after I sent them and received an email.

Hello,

We want to let you know that your account has been verified successfully.

Efbet is proud to listen seriously to the opinions of its players, so if you have any suggestions or ideas for improving the site, contact us directly.

If you have any questions or problems, you can contact us at any time via Live chat, at the email address support@efbet.com and at 0700 20 788.

Regards,

efbet Clients Department

And on the next withdrawal I received an email that my account was closed. Why after it has been verified and verified! Something does not bind the policy of the site!

They can take money without caring where and who deposits it, but do you decide to withdraw?

Не бяха ми поискани данни от третата страна за да си изтегля сумата която съм спечелил след като ги изпратих получих емейл.

Здравейте,

Желаем да Ви информираме, че акаунтът Ви е верифициран успешно.

Efbet се гордее с факта, че се вслушва сериозно в мненията на играчите си, така че ако имате някакви предложения или идеи за подобряване на сайта, свържете се директно с нас.

При възникнали въпроси или проблеми можете да се свържете с нас по всяко време чрез Live chat, на имейл адрес support@efbet.com и на 0700 20 788.

Поздрави,

еfbet Oтдел Kлиенти

И на следващото теглене получих емейл че акаунта ми е затворен. Защо след като е верифициран и проверен! Нещо не се връзва политиката на сайта!

Могат да взимат пари без да ги интересува от от къде и кой ги депозира но решиш ли да теглиш НЕМОЖЕ!?

Please understand that if you're not able to prove that you are a legitimate owner of the payment method you won't be entitled to any withdrawals.

Once again, 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.

What is this policy on the site to be able to deposit from foreign funds as much as you want and not be asked where and how you deposit them when they go into their pocket and when you decide to withdraw a lot of conditions!

Каква е тази политика на сайта да можеш да депозираш от чужди средства колкото искаш и да не ти търсят сметка от къде и как ги депозираш като влизат в техният джоб а когато решиш да теглиш много условия!

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. As I mentioned earlier, some exceptions might be allowed by casinos when depositing funds from a joint card but even this option should be communicated beforehand. 

After a closer examination, we ended up rejecting this complaint as unjustified. 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. 

Additional comment from the player:

"Отворен ми е профила и парите са получени! 🙂 "

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Makkksiiisss91, for your confirmation, and please don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru