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At 1:30 a.m. on 01/11/20232, I make a deposit with a debit card belonging to someone other than the account holder. There was no gain, no message or any problem. At 00:30 on 02.11.2022 I make a deposit with the same debit card, after which I receive a profit, claim my money for withdrawal at 1:30 and calmly go to sleep. In the morning I wake up and instead of seeing that the withdrawal has been successfully approved I see that my account is locked. I was told by the customer department that a warning letter was sent, but I have not seen it. So my question is why when they are given there is no problem, but when they have to be given accounts are closed in frustration. It's not a small amount and it matters to me. Even in the email no detailed information is described. I ask for competence and correctness.

В 01:30ч на 01.11.20232 правя депозит със дебитна карта на други лице, различно от титуляра на акаунта. Печалба нямаше, нито каквото и да било съобщение или някакъв проблем. В 00:30ч на 02.11.2022 правя депозит със същата дебитна карта, след което получавам печалба, заявявам парите си за теглене към 1:30ч и спокойно си лягам да спя. Сутринта се събуждам и вместо да видя, че тегленето е успешно одобрено виждам, че акаунта ми е заключен. От отдел клиенти ми казаха, че е изпратено предупредително писмо, но аз не съм видяла. Та въпроса ми е защо когато на тях им се дава няма проблем, но когато те трябва да дадат се затварят акаунти на поразия. Това не е малка сума и е от значение за мен. Дори в имейла не е описана подробна информация. Моля за компетентност и коректност.

Hello Bojidar_Ganev,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Elfbet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? Is the casino willing to verify the deposit method or your account will remain closed?

Please note that in such cases, the owner of the card should request for a refund of deposits and all the winnings are voided.

Looking forward to your answer.

Regards,

Nick

My account has been verified. For over half a year. The profit was accumulated with real money. The casino told me that they will be able to respond within 10 days and cannot provide any information at this time. I would like to take my profit because the amount is quite large and I need it.

Акаунтът ми е потвърден. От над половин година. Печалбата бе натрупана с реални пари. Казиното ми каза, че ще може да даде отговор до 10 дни и в момента не може да предостави каквато и да било информация. Бих желала да си взема печалбата, понеже сумата е доста голяма и аз имам нужда от нея.

Can you please clarify who's card did you use? Did the casino respond since then?

I used my brother's card with his knowledge. Since then there has been absolutely no response, nor any news from the casino.

Използвах картата на брат ми с негово знание. От тогава няма абсолютно никакъв отговор, нито каквато и да била вест от казиното.

Please be sure that your brother will contact the casino and request for a refund. The winnings will be most likely voided as using a 3rd party deposit is against the rules.

Account is unlocked

Акаунтът е отключен

Do I understand it correctly that the issue has been resolved?

Yes

Да

Thank you Bojidar_Ganev for letting us know that the issue has been resolved. Please do not hesitate to contact us if you will come across any other trouble again in the future, we will gladly try to help you out.

Regards,

Nick