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Today, a third party hacked into my account and withdrew 5,000 soles to their bank account. When I complained to support, they told me that it was impossible for someone to withdraw money from an account that did not belong to them, as it is against the rules. As of now, support has not given me a response, and for me, the money is already lost. What kind of security is there if any person can access an account and make a withdrawal to their bank account without any prior process?

El dia de hoy, un tercero entro a mi cuenta sufriendo un hackeo y mismo tercero, retiro 5 mil soles a su cuenta bancaria, me quejo con soporte y lo que me dicen que es eso es imposible como alguien puede retirar dinero de una cuenta que es diferente al del dueño, va contra las reglas, hasta ahora soporte no me da una repuesta y el dinero para mi ya fue perdido, que clase de seguridad hay si cualquier persona entra una cuenta y se hace un retiro con su cuenta bancaria sin tener un proceso previo.

Dear gianluka0128,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can better understand the situation.

• Could you please confirm that you haven't shared your login information with any third party?
• Was your account verified?
• How long were you a player in the casino?
• Did you make any deposits in the casino?

Thank you in advance for your reply.

Best regards,

Kristina

Hello good

Yes, I have not shared my account with third parties

My account has been verified for a long time

1 year exactly, then I stopped entering the casino because I wanted to give myself a break, I make the withdrawal and this happens.

Yeah.

Information for adding support answered this after telling them how is it possible that someone would deposit to an account that is not in my name, when their rules say that this is not allowed. "Any operation confirmed with the login/game account number and password of the game account holder is valid, official and considered the action of the account holder. We are sorry for your situation."

Buenas

Si, no he compartido mi cuenta a terceros

Mi cuenta esta verificada ya hace mucho tiempo

1 año exactamente, luego quite el ingreso a casino porque queria darme un descanso, hago el retiro y ocurre esto.

Si.

Informacion por agregar el soporte me respondio esto despues de decirles que como es posible que alguien depositara a una cuenta que no este a mi nombre, cuando en su reglas dice que no esta permitido eso. "Cualquier operación confirmada con el número de inicio de sesión/cuenta de juego y la contraseña del titular de la cuenta de juego es válida, oficial y se considera acción del titular de la cuenta. Lamentamos tu situación."

Thank you for your reply, gianluka0128. Regrettably, we do not handle matters related to cybercrimes. If your possessions or personal information have been stolen and subsequently misused, this falls under the jurisdiction of the police, rather than a mediator like us. Kindly recognize that we lack the legal authority and resources to conduct investigations or pursue prosecution of any potential culprits. Our perspective is that the responsibility for this crime lies with the individual who committed it, not with the casino.

Since your login information has been compromised there's not much we can do for you. Unfortunately, cybercrimes happen more and more often and the only advice that we can give to all the players is to be extra careful with suspicious emails and to protect login information.

Please, let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint. Thank you in advance for your understanding.

Of course, the responsibility falls on me for the cybercrime, but it cannot be possible that the casino does not validate that the deposit account is in the name of a third party, it is in its terms and conditions, what's more, I make the claim immediately As soon as they request the withdrawal to an account that is not mine, I make the claim so that they can cancel that transfer.

claro que cae la responsabilidad sobre mi por el delito cibernético, pero no puede ser posible que el casino no valide que la cuenta de depósito sea a nombre de un tercero, está en sus términos y condiciones, es más, el reclamo lo hago de inmediato, ni bien solicitan el retiro a una cuenta que no es la mía, hago el reclamo, como para que ellos puedan cancelar esa transferencia.

I understand your point of view, but some casinos do not request identity verification when the withdrawal is the first one or of a smaller amount. I am sorry we cannot offer further assistance, however, you can always contact the casino's licensing authority as they have more tools and options to help.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.