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I've been locked out of my casino account, and this occurred precisely when I tried to make a withdrawal. They requested the necessary documentation, which I sent as instructed, but it seems they sought any excuse to hold back my money. Coincidentally, I've had this active account for several months with no issues, and even made several deposits to place bets. They never seemed concerned about anything until I wanted to make my first withdrawal of my winnings, which were approximately between $6100 and $6500 Mexican pesos ($370 USD approx). It was then that the casino blocked my account. This has been happening for about 2 months now. They've told me I need to verify a bank account that I used for a deposit, but the account isn't under my name since my son made it. I would simply like to be allowed to withdraw my balance. If they decide to ban me from the casino, that's fine, but I think it's only fair that they don't keep my money. Therefore, I am kindly asking for your intervention, as it is simply disgraceful that the casino's department does this to a user like me.

Me han bloqueado el acceso a mi cuenta de casino,pero eso fue justamente cuando eh intentado realizar un retiro,me han solicitado la documentación necesaria y procedí con el envío tal y como lo piden,pero al parecer buscaron cualquier excusa para retener mi dinero,da la casualidad que por varios meses tenía esa cuenta activa sin problema eh incluso realize varios depósitos para poder apostar,y nunca se preocuparon por nada,pero si al querer realizar el primer retiro de mis ganancias que aproximadamente eran entre $6100 y $6500 pesos mexicanos ($370usd Aprox)es cuando el casino me ha bloqueado mi cuenta,esto ya tiene 2 meses más o menos,y me comentan que necesito verificar una cuenta bancaria con la que realize un depósito,dicha cuenta bancaria no está a mi nombre ya que la realizó mi hijo,solo me gustaría que me dejaran retirar mi balance,si es que desean banearme de ese casino esta bien,pero creo que lo justo es que mi dinero no se lo queden ellos,por eso pido de la manera más amable su intervención porque simplemente a un usuario como yo el departamento del casino le hacen esto..

Dear Cadenanr, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please bear in mind that it is strictly against the rules of any online gambling establishments for players to use a payment method that does not belong to them. As we state in our Fair Gambling Codex for Players: 

"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, 

Veronika

Well, it should be taken into account that it was only one occasion, I made other deposits with my legitimate bank account, in fact from that bank account I sent the documentation proving that it belongs to me, and I can prove the deposits that are in my account, in fact the Identity verification I successfully verified novibet

Bueno cabe tomar en cuenta que solo fue una ocasión,hize otros depósitos con mi cuenta bancaria legítima,de hecho de esa cuenta bancaria mande la documentación donde se acredita que me pertenece,y puedo probar los depósitos que están a mi cuenta,de hecho la verificación de identidad me la verifico novibet exitosamente

From the same account that I deposited that is in my name, I have requested the withdrawal from that same account but the casino insists that they also necessarily need me to verify my son's bank account as if it were mine

De la misma cuenta que depósite que está a mi nombre,a esa misma eh solicitado el retiro pero dicho casino esta insistentemente que forzosamente también necesitan que le verifique la cuenta bancaria de mi hijo como si fuera mia

I'm sorry but the rules of the casino state that you may use a payment method belonging solely to you. Since you used your son's card without the casino's permission, there is nothing we can do to help you.

Due to this reason, your complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.