SG Casino - プレイヤーのアカウントはブロックされました。

I have deposited money into my husband's and mine account now I have been blocked for allegedly depositing from a third party.

Ich habe Geld mit dem Konto von mir und meines Mannes eingezahlt nun wurde ich gesperrt weil ich angeblich von einem dritt eingezahlt habe.

Dear Raucheruschi,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the terms and conditions, and this is what I found:

the credit/debit card or any other payment method that you use to top up your account balance belongs to you, is not stolen, and has not been lost by another person. Company reserves the right to close your account and void any winnings in case of a reasonable suspicion that you have violated this warranty.

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. 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.

Can you please confirm if you have only used your own payment methods to deposit funds into your casino account?

Thank you very much in advance for your reply.

Best regards,

Kristina

Hello, the player account I opened is in my name, I paid in with my husband's account and I have power of attorney, so I don't understand why they blocked me and don't want to pay me my money

Guten Tag das Spieler konto was ich eröffnet habe läuft auf meinen Namen, ich habe mit dem konto von meinem Mann und mir eingezahlt, ich habe darüber eine Vollmacht, deshalb verstehe ich nicht warum die mich gesperrt haben und mir mein Geld nicht aus zahlen wollen

Thank you very much for your reply, TONI82. Do I understand correctly that you do not have a joint account with your husband (both of you are not legitimate owners of this payment method)? 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 prior to making deposits, I’m afraid there’s not much we can do for you.

This is the joint account of me and my husband we have a joint account

Das ist das Gemeinschaftskonto von mir und meinem Mann wir haben ein gemeinsames konto

Did you inform the casino about this fact? Could you please provide evidence confirming that you are the legitimate owner of the bank account? Please forward the proof together with any relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Good evening ,

I have a letter stating that it's also my account... I'll send you the letter on Tuesday, because unfortunately I'm on the road for work right now. I had also informed the casino about this, but this was ignored.

Guten Abend ,

ich habe ein Schreiben woraus hervorgeht das es auch mein Konto ist...,das schreiben schicke ich ihnen am Dienstag zu, da ich leider gerade beruflich unterwegs bin. Ich hatte auch das Casino darüber in Kenntnis gesetzt, jedoch wurde das ignoriert.

I don't want the 20 euros that I deposited, I want my money that I won, I've replied to it several times and haven't received an answer, everything I send is ignored

Ich möchte nicht die 20 Euro die ich eingezahlt habe, ich möchte mein Geld was ich gewonnen habe, ich habe darauf auch mehr mals geantwortet und keine Antwort erhalten, es wird alles ignoriert was ich schicke

Ok, please get back to us as soon as you will be able to provide the document so that we can proceed with this complaint. Thanks.

Dear TONI82,

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.