Kære Juliax,
Tak, fordi du indsendte denne klage. Jeg er ked af at høre om de vanskeligheder, du står over for.
Bemærk venligst, at det at have flere konti fra samme husstand inden for et enkelt casino ofte fører til komplikationer under verifikations- og udbetalingsprocesser. Typisk er vi kun i stand til at hjælpe spillere, hvis hver kontoejer bruger deres egne enheder og betalingsmetoder. Når den samme enhed bruges til at få adgang til både din konto og din søsters konto, bliver det umuligt at bevise, at kontoen ikke blev drevet af en enkelt person. Det er strengt forbudt at betjene flere konti af én person, og i denne situation må vi desværre meddele dig, at vi ikke kan hjælpe yderligere.
Desuden ifølge vores Fair Gambling Codex for Players :
"Ved ind- og udbetalinger bør du kun bruge bankkonti og kreditkort i dit eget navn. Hvis du ikke gør dette, kan du komme i problemer, når du forsøger at foretage en udbetaling. Denne regel er for det meste på plads for at forhindre misbrug af kreditkort og også på grund af internationale regler mod hvidvaskning af penge."
Ved at bruge samme betalingsmetode som din søster, er denne regel desværre blevet overtrådt. Selvom nogle undtagelser kan være tilladt af kasinoer - såsom at bruge et fælles kort eller opnå forudgående godkendelse - skal dette kommunikeres og godkendes på forhånd. Ejerskab af betalingsmetode verificeres typisk under udbetalingsprocessen, da det er udfordrende at kontrollere under indbetalinger. Derfor er det spillerens ansvar at sikre brugen af godkendte betalingsmetoder.
Hvis du ikke er i stand til at bevise, at du er den legitime ejer af betalingsmetoden eller mangler forudgående casinogodkendelse til at bruge en tredjeparts betalingsmetode, er jeg bange for, at vi ikke vil være i stand til at hjælpe yderligere i denne sag.
Tak for din forståelse og samarbejde. Hvis du har yderligere oplysninger eller beviser, bedes du dele dem med os, så vi kan revurdere situationen.
Venlig hilsen,
Veronika
Dear Juliax,
Thank you for submitting this complaint. I’m sorry to hear about the difficulties you’re facing.
Please note that having multiple accounts from the same household within a single casino often leads to complications during verification and withdrawal processes. Typically, we are only able to assist players if each account owner uses their own devices and payment methods. When the same device is used to access both your account and your sister’s account, it becomes impossible to prove that the accounts were not operated by one individual. Operating multiple accounts by one person is strictly prohibited, and in this situation, we regret to inform you that we cannot assist further.
Moreover, according to 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."
By using the same payment method as your sister, this rule has unfortunately been breached. While some exceptions might be allowed by casinos—such as using a joint card or obtaining prior approval—this must be communicated and approved beforehand. Payment method ownership is typically verified during the withdrawal process, as it is challenging to check during deposits. Therefore, it is the responsibility of the player to ensure the use of approved payment methods.
If you’re unable to prove that you are the legitimate owner of the payment method or lack prior casino approval to use a third-party payment method, I’m afraid we won’t be able to assist further in this matter.
Thank you for your understanding and cooperation. If you have additional details or evidence, please share them with us so we can re-evaluate the situation.
Best regards,
Veronika
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