Elite24Bet Casino - プレイヤーのアカウントがブロックされました。

 made an account here last year. After depositing several times I won some money, did the verification and made a withdrawal all without a problem. This year I tried my luck again in this casino with succes, I deposited €50 and won €8000. Once I tried to cash out this amount my account got disabled and only 5 days after I receive a message that my account was closed due to the suspicion of money laundering?! I submitted all requested documents and now they are going to refund the deposit and cancell al my winnings, this is not how a casino that is attached to the MGA authority should behave. I'm desperate and actively seeking for someone to help me in this matter.

Dear soufvdbuurt,

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

Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

I have send all the documentation to your email, awaiting your reply

Thank you very much for your email, soufvdbuurt. I have checked the terms and conditions, and this is what I found:

„15.10 Third party deposits are not allowed; therefore, all payments into your account must be made from a payment source in which you are the named account holder. In case of any inconsistency, Elite reserves the right to request the necessary documentation in order to carry out the required checks. The investigation may also lead to the voiding of winnings."

Furthermore, please check our 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. 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.

It is not a random credit card that is used, it is the creditcard of my husband, i showed proof that we live together. I did some checkings and it seems this casino has a very low turnover, so they will find anything just to not pay these big amounts. Furthermore they are illegally operating in the Netherlands and I will inform the KSA about them. Hopefully nobody will play here again.

btw if i lost money and asked for a refund because the deposit was made on my husbands name they probably wont pay me back, so its very suspicious

The point is that you didn't use a payment method that has been issued in your name, therefore you breached one of the main online casino rules. Sadly, the relationship between you and the owner of the payment method is not important for the casino. Unless you were allowed to use such a payment method before you made a deposit, there is not much more we could do for you. We would really like to help, but it is impossible for us this time.

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 this or any other casino and we will try our best to help.