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Hello! My account has been disabled and my deposit has been confiscated. Violated clause "4.1.10 It is forbidden to use means of payment belonging to third parties or persons." Yes, I broke it again, but it was not on purpose. Since last year there was also a deposit from another card, but everything was resolved. In principle, I agree with the closing of the account, it's silly to argue here. But the deposit can be returned, I didn’t even play it

Здравствуйте! Моя учетная запись была отключена и мой депозит был конфискован. Нарушил пункт "4.1.10 Запрещается использовать платежные средства, принадлежащие третьим сторонам или лицам." Да, я его нарушил повторно, но это было не специально. Так как в прошлом году тоже был депозит с другой карты, но всё удалось решить. В принципе с закрытием аккаунта я согласен, тут глупо спорить. Но депозит ведь можно вернуть, я даже на него не играл

Dear syyplay,

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

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

Do I understand correctly the amount you deposited but not played came from a payment method that does not belongs to you? How did you resolve the situation with the casino in the past regarding the third-party deposit?

Did the casino inform you how you should proceed?

Thank you very much in advance for your reply.

Best regards,

Tomas

Last year they said we would refund your deposit, but don't use other people's cards again. Yes, I violated the second time, but it was not on purpose. I corny forgot what they said in November. I didn't even get to play with that money. My account was suspended for violating 4.1.10. But you could just return the deposit. Account blocking is already their decision, but blocking with my deposit. Even the rules do not specify anything about the confiscation of the deposit, why? Now the casino has decided that this is the final decision. You can just return the deposit and that's it. This is not a win and not money won from a no deposit bonus. These are my funds and they confiscated them. I don't know any casinos that would do that. Return the deposit and I will not have any more claims against you

В прошлом году они сказали, что мы вам вернём депозит, но больше не пользуйтесь чужими картами. Да, я нарушил второй раз, но это было не специально. Я банально забыл что они говорили в ноябре. Я даже не успел поиграть на эти деньги. Мой аккаунт был заблокирован за нарушение 4.1.10 . Но ведь можно было бы просто вернуть депозит. Блокировка аккаунта это уже их решение, но блокировать с моим депозитом. Даже в правилах не указано ничего про конфискацию депозитом зачем ? Сейчас казино решило что это окончательное решение. Можно ведь просто вернуть депозит и всё. Это не выигрыш и не деньги выигранные с бездепозитного бонуса. Это моим средства и они конфисковали их. Я не знаю казино, которые бы так поступило. Верните депозит и я к вам больше никаких претензий не буду иметь

I am sorry but I am not sure I understand the situation, as you are describing it.

You are saying that you deposited money with a payment method that isn't yours but at the same time, you claim the money is yours.

My only recommendation would be for the owner of the payment method that was used to deposit in the casino to request a refund of their funds.

Please understand we accept the situation when a player's account is closed.

Please let me know if I misunderstood the situation, otherwise, I'll reject the complaint as unjustified. Thanks for your understanding.

That's right. The bank card belongs to my relative. I use it and the money is mine. The bank will no longer be able to return the payment in any way. This is impossible, since the casino uses a payment system where the deposit is received through a p2p transfer to the card. The bank cannot just take away money from the card for no reason, since this is a regular transfer and the fact that it was for the casino is also unknown to them. The only option is only a refund from the persons of the casino itself. It is not possible to request a refund.

Всё верно. Банковская карта принадлежит моему родственнику. Я ей пользуюсь и деньги там мои. Банк уже не сможет вернуть платёж никак. Это невозможно, так как казино использует платёжную систему где депозит поступает за счёт p2p перевода на карту. Банк не может забрать просто так без причины у человека деньги с карты, так как это обычный перевод и то что он был для казино это им тоже неизвестно. Единственный вариант это только возврат средств от лиц самого казино. Запросить возврат невозможно.

Thanks for the confirmation.

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."

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. It is a player’s responsibility to use allowed payment methods only, especially if the casino warned you about it previously.

Again, my recommendation would be for your relative to contact the casino and request the funds to be returned.

Unfortunately, this is not something we cannot help you further.

I will now proceed to close the complaint. Thank you for your understanding.

Please do not hesitate to contact us if you run into issues with any online casino in the future.