N1 Casino GR - Рахунок гравця закрито, а виграш конфісковано.

Good evening, I need your valuable assistance. Yesterday, my partner and I tried to withdraw the amount of 3,000 euros from the said betting company. After my partner's card was accepted for deposit, we played as usual and decided to withdraw the 3,000 euros. However, we realized that it was not possible, they required identification, which we provided correctly. They seized the amount and told us to complete the identification to get the money refunded. The identification they requested was for my partner, not for me. We proceeded to correctly register the documents they requested to return the money to my partner's card. This was not a problem for us since we live together. After doing all these, they informed us that the amount would not be returned and they would only refund the deposit money (40 euros), claiming a breach of rules that we had been informed about when signing up. This is not true because there was no attached link stating this specific event, otherwise, why wouldn't I have used my own card if I knew about it beforehand? And secondly, if they claim that they do not accept cards, accounts, etc. from third parties, why did they accept the deposit but not the withdrawal? The question I asked at the end here two hours ago remains unanswered by the company's customer service, who also, in our correspondence, speak to us in a bad way and mock us. We are talking about people who serve? To mock with infinite ease a couple who is trying to get their winnings? they ask us if we need them? Instead of answering, they mock. Very bad behavior.

I would kindly ask for your help, we spoke with a representative of your service by phone this afternoon and he referred us to lodge a complaint against the betting company. I would like to know, since they accepted the deposit, isn't it illegal and considered the withdrawal? Why? because we won?

I would kindly ask you to help us in any way you can.

They have deactivated my account and have seized my money.

Καλησπέρα σας, χρειάζομαι την πολύτιμη βοήθεια σας , προσπαθήσαμε εχτές να κάνουμε ανάληψη με τον σύντροφό μου το ποσό των 3.000 ευρώ από την εν λόγω στοιχηματική εταιρεία , έπειτα λοιπόν από την κατάθεση που έγινε δεκτή από την κάρτα του συντρόφου μου , παίξαμε κανονικά και αποφασίσαμε να κάνουμε ανάληψη το ποσό των 3.000 ευρώ , εκεί συνειδητοποιήσαμε ότι αυτό δεν ήταν εφικτό και μας ζητούσαν ταυτοποίηση , κάτι που κάναμε ορθά. Μας κατάσχεσαν το ποσό και μας είπαν να ολοκληρώσουμε την ταυτοποίηση για να επιστραφούν τα χρήματα Η ταυτοποίηση που ζητούσαν ήταν για τον σύντροφό μου και όχι για εμένα , προχωρήσαμε στην ορθή καταχώρηση των εγγράφων των οποίων μας ζητήθηκαν για την επιστροφή των χρημάτων στην κάρτα του συντρόφου μου κάτι που για εμάς δεν είναι πρόβλημα αφού μένουμε μαζί , και τότε μας ενημέρωσαν ότι το ποσό δεν θα επιστραφεί και θα μας γυρίσουν πίσω μόνο τα λεφτά της κατάθεσης. (40 ευρώ) ισχυριζόμενοι παραβίαση κανόνων που είχαμε ενημερωθεί κατά την σύμβαση προχώρησης κατά την εγγραφή μου κάτι που δεν ισχύει γιατί δεν υπήρχε κανένας επισυναπτόμενος σύνδεσμος που να ανέγραφε το συγκεκριμένο γεγονός , αλλιώς για ποιόν λόγο να μην έβαζα εγώ την δική μου κάρτα αν το ήξερα εκ των προτέρων ? Και αν κατά δεύτερον ισχυρίζονται ότι δεν αποδέχονται κάρτες , λογαριασμούς κτλ κτλ τριτων για ποιόν λόγο έκανα δεκτή την κατάθεση και όχι την ανάληψη ? Και αυτή η ερώτηση που σας έκανα στο τέλος εδώ και δύο ωρές είναι αναπάντητη από την εξυπηρέτηση πελατών της εταιρίας που επίσης σε αλληλογραφία μας μιλάνε με άσχημο τρόπο και μας ειρωνεύονται. Μιλάμε για ανθρώπους που εξυπηρετούν ? να ειρωνεύονται με άπειρη ευκολία ένα ζευγάρι που προσπαθεί να πάρει τα κέρδη του ? μας ρωτάνε αν εμείς τα έχουμε ανάγκη ? όχι αντ' αυτού ειρωνεύονται. Πολύ άσχημη συμπεριφορά.

Θα παρακαλούσα για την βοηθειά σας , μιλήσαμε και με εκπρόσωπο της υπηρεσίας σας τηλεφωνικώς σήμερα το μεσημέρι και μας παρέπεμψε σε καταγγελία προς την στοιχηματική. Θα ήθελα να μάθω αφού δέχτηκαν την κατάθεση αύτο δεν θεωρείται παράνομο και θεωρείται η ανάληψη ? Για ποιόν λόγο ? επειδή κερδίσαμε ?

Θα σας παρακαλούσα να μας βοηθήσετε με όποιον τρόπο μπορείται.

Μου έχουν απενεργοποιησει τον λογαριασμο μου και εχουν κατασχεσει δικα μου χρηματα.

Dear mariaperaki95,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked T&Cs, and this is what I found:

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 original deposit 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:

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 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.

Furthermore, no casino allows two or more people to access and use one casino account, therefore you breached another basic rule of online gambling, therefore we believe the casino's decision to close your account and confiscate funds was justified.

Thank you very much in advance for your reply and understanding.

Best regards,

Kristina

Good evening, I have read the terms and conditions you posted above. I will stick to the proposition *The Company does not accept payments from third parties*, so why did it accept the deposit normally? I ask you where is the protection of the casino towards the players? Why did he accept the deposit? if the withdrawal was 100 euros, would anyone check? I answer you NO. The withdrawal was 3000 euros and they clicked on the deposit that they accepted in order to confiscate my money.

Καλησπέρα σας , έχω διαβάσει τους όρους και τις προυποθέσεις που μου αναρτησατε παραπανω. Θα σταθω στην προταση *Η Εταιρεία δεν δέχεται πληρωμές τρίτων* , τότε λοιπον γιατι δεχτηκε κανονικα την καταθεση ? Σας ερωτω που ειναι η προστασια του καζινο προς τους παικτες ? Γιατι δεχτηκε την καταθεση ? αν η αναληψη ηταν 100 ευρω θα ελεγχε κανεις ? Σας απαντω εγω ΟΧΙ . Η αναληψη ηταν 3000 ευρω και πατησαν στην καταθεση που οι ιδιοι δεχτηκαν για να κατασχεσουν τα χρηματα μου.

Thank you for your reply, mariaperaki95. Please get back to my message where I explained why this is not the casino's responsibility:

...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 account verification, which is usually done when a withdrawal is requested. Therefore, it is a player’s responsibility to use allowed payment methods only.

I am sorry, but we cannot proceed with this case. I can only recommend that you avoid using someone else's payment methods and always use your account by yourself. We believe the casino acted in compliance with their General T&Cs.

Due to the aforementioned reasons, this 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.