Casinorex - プレイヤーのアカウントは一時的にロックされました。

My account was simply locked when I attempted to cash out. Although I can still log in, I cannot start any games or make any withdrawals.

I submitted my verification documents a long time ago. I have uploaded the proof of deposit multiple times but nothing is happening. It is simply not acceptable that even the money intended for playing is frozen.

Mein Konto wurde beim Versuch Geld auszuzahlen einfach gesperrt. Ich kann mich zwar noch anmelden aber kein Spiel mehr starten und nichts auszahlen lassen.

Ich habe die Dokumente für die Verifizierung schon lange eingereicht. Den Einzahlungsnachweis lade ich schon mehrmals hoch aber es passiert nichts. Es kann doch nicht sein das sogar Geld eingefroren wird, mit dem ich noch spielen wollte.

Dear vapoor,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Casinorex.

Please allow me to ask you a few questions, so I can better understand the situation. 

Could you please advise how long were you a player of the casino and when exactly your account was blocked?

Did you contact casino support regarding the verification of your documents or about the issue with the account being restricted? Have you received any response?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello, the problem is that I deposited money through my friend's bank account as we have a joint account. The casino doesn't want to accept this for verification because my friend's name is on the bank statement. The deposit is on the account statement. Now I've been waiting for the verification to go through for five days but haven't gotten any feedback from the casino so far.

Hallo, das Problem ist das ich Geld über das Bankkonto von meinem Freund eingezahlt habe, da wir ein gemeinsames Konto haben. Das Casino will das bei der Verifizierung nicht akzeptieren weil auf dem Kontoauszug der Name von meinem Freund steht. Die Einzahlung ist aber auf dem Kontoauszug drauf. Jetzt warte ich seit fünf Tagen das die Verifizierung durch geht aber habe bis jetzt keine Rückmeldung vom Casino bekommen.

The support from the casino doesn't help me either. I have written several times.

der Support vom Casino hilft mir auch nicht. Habe mehrmals angeschrieben.

Everything is verified except for the proof of deposit

Alles ist verifiziert, bis auf den Einzahlungsnachweis

Dear vapoor,

Thanks for the clarification of the situation.

I have checked the terms and conditions, and this is what I found: https://www.casinorex.com/terms-and-conditions

"11. DEPOSITING

The Company does not accept third-party payments. You must make deposits only from a bank account, bank cards, e-wallets or other payment methods that are registered in your own name. If we determine during the security checks that you have violated this condition, your winnings will be confiscated and the original deposit will be returned to the owner of the payment account. The Company is not responsible for the lost funds deposited from third party accounts."

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."

Have you provided proof you are a beneficiary of the payment method used to deposit in the casino?

Dear vapoor,

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, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.