Efbet Casino - Hráč se snaží vybrat své výhry.

Hello!

The problem is that a long time ago a friend and I created an account in efbet and because he was not the age, he was with my PIN and his email. verified (identity card - face and back; debit card - face and back). When I requested a change for email, I sent the necessary documents and they changed my email with my current one. After a deposit with the verified card and an attempt to withdraw the amount of BGN 3,000, efbet refused to withdraw me and handed the case over to a management department and my account was locked / blocked. Nothing since then, a week has passed, I wrote to them - every time the same: "you are handed over to the management department, please wait for their decision". After I have deposited with this card, I have verified it completely with photos of the ID and debit card of the person who has the card. And I'm contacting you for help so I can access my account and withdraw the amount. They tell me that they warned me once, but there is no such email or conversation. Once my card has been verified and how it can be deposited with a card, it cannot be withdrawn with this card. So during the deposit you do not want verification, after you try to withdraw the money you made, only then you want it.

I turn to you for help, I need money very much.

Здравейте!

Проблемът е, че преди доста време с един приятел си направихме акаунт в ефбет и понеже той нямаше годините, беше с моето ЕГН и неговия имейл.И тук наспокоро бях депозирал с чужда карта, но не съм получавал никаква предупреждения от ефбет , а картата е верифицирана ( лична карта - лице и гръб;дебитна карта - лице и гръб) . При искане на промяна за имейл , изпратих необходимите документи и ми промениха имейла с мой актуален. След депозит с верифицираната карта и опит да изтегля сумата от 3000 лв., от ефбет ми отказаха тегленето и предадоха случая на мениджърски отдел и акаунтът ми бе заключен/блокиран. От тогава нищо, една седмица се мина, писах им - всеки път едно и също :"предаден сте към мвниджърски отдел , моля изчакайте тяхното решение" . След като аз съм депозирал с тази карта, верифицирал съм я изцяло със снимки на лична и дебитна карта на лицето, на което е картата. И се обръщам към вас за помощ, за да мога да достъпя акаунта си и да изтегля дадената сума. Те ми казват, че един път са ме предупредили, но такъв имейл или разговор - няма. След като картата ми е верифицирана и как може да се депозира с карта, пък не може да се тегли с тази карта. Значи по време на депозит не ти се иска верификация, след като се опиташ да изтеглиш парите,които си направил, чак тогава се иска.

Обръщавам се към Вас със зов за помощ , парите са ми от голяма необходимост.

Dear thetiphouse,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please allow me to ask you a few questions, so I can understand the whole situation completely. Under whose name the account has been opened? Who’s the owner of the payment method which has been used to deposit funds? Furthermore, please forward all the relevant communication between you and the casino to petronela.k@casino.guru.

I understand that it might seem like a lot of inquiries, but all the requested information is essential if we wish to proceed with this case. Thank you very much in advance for your reply.

Best regards,

Petronela

Two accounts, the last being deposited by only one

To my grandmother

My father's

They both know that I used their cards and for that reason they allowed me to take pictures of personal and debit cards.

The last deposit is from my father's card and has been verified again. The ID cards show how the addresses of residence are the same

Две сметки, като последно е двпозирано само от едната

На баба ми

На баща ми

И двамата знаят, че съм използвал тяхните карти и поради тази причина са ми разрешили да снимам личните и дебитните

Последният депозит е от картата на баща ми и отново е верифицирана. На личните карти се вижда как адресите на местоживеене са едни и същи

Do I understand correctly that you had two separate casino accounts registered under your name and used third-party payment methods to deposit funds?

No, I only have one account, but I have deposited with two cards that I have verified

Не, имам само един акаунт, но съм депозирал с две карти, които съм верифицирал

Ok, one account only, but you are not the owner of the payment methods that you have used to deposit funds, is that correct?

I have also deposited with my cards, which have also been verified

Депозирал съм и с мой карти, които също са верифицирани

But some of the deposits have been placed through third-party payment methods which is strictly forbidden in online casinos.

If you’re not able to prove that you are a legitimate owner of all the payment methods 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. 

All cards with which I have deposited are verified and confirmed by the casino, for each card I have provided a copy (photos) of - respectively ID card + payment card.

Всички карти , с които съм депозирал са верифицирани и потвърдени от казиното, за всяка карта съм предоставил копие(снимки) на - съответно лична карта+платежна карта.

Please understand that majority of online casinos don't accept payments made through third-party payment methods. I have checked the general terms and conditions, and this is what I found https://www.efbet.net/UK/help#action=pr_126&page=pr_126&psection=help:

"17.1. Credit/Debit Cards

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.

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. 

The casino verifies each payment method and when I am required to verify a card, it is always confirmed by both me and the casino.

Казиното верифицира всеки един платежен метод и когато ми е изискана верификация за дадена карта , винаги е потвърждавана както от мен, така и от казиното

What do you mean by casino verified the payment method? Have you been allowed to use a card of which you are not a legitimate owner? Please forward the authorization to petronela.k@casino.guru.

Dear thetiphouse,

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.