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Chat

Hi ClareB,

We'll contact the operator and see what we can find out for you.

Thanks,

ThePOGG

Thank you.

What I cannot understand about the whole thing is that if I went against the T&amp;C's,  why did they not tell me right at the beginning?  

Why did they request my husbands authorisation to use the card,  then the banks authorisation to use the card? Both of which they received in writing.

I also have lots of emails and chat transcriptions telling me that everything was fine with the withdrawal.

If I had done something wrong I really do not see how it has taken them 8 weeks of endless requests of a huge amount of documents to come to the conclusion.

And then, after the lengthy 8 weeks, to be accused of credit card fraud off the CEO. I was so worried I asked a lawyer if I had done wrong and he said to use a debit card for a cash transaction with the holders permission is not an offence.

Thank you for any help.

Just to note: Right at the beginning I was asked to prove that my name was on the bank account that I used.  That was all that was requested to release the money. I have that in email and chat transcriptions.

I did this by providing statements, with my name and address on, to the bank account that I used. 
 I then had to, at their request, go to the bank and obtain written confirmation that I have full use and control over the bank account that I used to deposit.

I was asked for so many different pieces of information, photographs and documents that it was ridiculous.  But I provided every one of them.

I will now wait for your response.

Thank you.

ClareB

Hi ClareB,

I've now reviewed the fully case file provided with Slotty Vegas. This is a very complex issue.

In short, you have breached the following term:

<blockquote style="border: 2px solid #666;padding: 10px;background-color: #ccc"><p>"8.2 All payments to and from your account must be from a payment source on which you are the named account holder."</blockquote>

The account you've used to deposit is one where you are an additional card holder. You are not the named account holder. By strict technical definition you are in breach of this term.

Ordinarily, where this was the case I would ask the operator to consider whether this rule breach was malicious in nature or a technicality only. However, two factors have to come into consideration here:

i) The card you used was not in your name. So not only were you not the "named account holder", but you used your husband's card.

ii) When asked to provide photos of this card you've very clearly made efforts to represent that this card was in fact your own. You specifically obscured the section of the photographs of both the front and back of the card that showed the start of the name on the card. This obscured only the title and the first name of the card holder, leaving the middle initial and surname visible. The surname matches your own and the middle initial matches that of the initial of your FIRST name. 

It is clear that you obscured this information in an attempt to pass your husband's card off as your own. 

So we're now left with a situation where you're not the named account holder of the payment method used, whilst you are an additional card holder on this account you did not use your own card and you've specifically taken actions to try and mislead the operator into believing that the card used was in your name.

Unfortunately the above facts lead us to the conclusion that the operator are within their rights to void all transactions on your account and return deposits.

Much of this case hinges on how a court would interpret your status as a additional card holder on the bank account. It may be the case that a court would view this as equivalent to being the "named account holder" regardless of the literal definition of the term, but to establish this you would need to take this issue through the courts.

Sorry we cannot be of further help,

ThePOGG

Thank you for your reply and for looking into this for me. 
 I never did try to hide the fact that I had used my husbands card.  Mine was damaged at the time.  I did cover the name on the card along with sort codes and account numbers etc, but I thought that is what I was supposed to do. When asked about it, I did not hide it. I provided my husbands documents, photographs and authorisation so I wasn't hiding the fact intentionally.   
I have since received legal advice and have been told that I am a named account holder (I had a written letter off the bank confirming this) so I will be talking this through the legal route all the way to court. I hope they read this or that you will let them know as I think they have even blocked my emails. 
Thank you for your time and effort with this though.

Hi ClareB,

I'm afraid I simply cannot agree with the above statement. You left exposed the parts of the name that matched your account information and covered the parts that didn't. Arguing that you did this for security reasons doesn't make any sense - the first name and title on the card are not secure information that any member of staff couldn't simply read off your account. 

I appreciate that you may have had permission of the card holder to use their card, but by trying to pass this card off as your own you have engaged in deception during an anti-fraud check. There's simply no way that's every going to help your case.

I wish you the best with your ongoing efforts, but I can't support claims being published on this site that are contradicted by the evidence.

ThePOGG

Hello,
I have never once denied that I covered my husbands name. In fact, it was myself who told a member of the team that it was his card  in live chat AFTER it had already  passed verification.  

My only argument and frustration was: If it had been a problem, why did it take them 8 weeks to tell me so? why did they ask for my husbands ID, his photograph, his bank statements and his written consent for me to use the card???

These were the only questions I asked the casino.  Only to have them all ignored.

Nevertheless, legal proceedings have now been started.

I thank you once again for your help in this matter.

Hi ClareB,

Having reviewed the communications related to this specific issue you informed the operator about at the point where they requested that you provide another photo of the card without redacting any part of the name information on the card. At that point the operator had clearly established that it likely wasn't your name on the card and you couldn't provide this photo without showing the full name of the actual card holder. 

The delays were due to the operator consulting with various 3rd parties regarding this issue before providing a final decision.

ThePOGG

Hi

Yes it was in live chat, I have the copies of the chat.  I have copies of every chat telling me that there was nothing wrong and my payment would be released once I proved my name was on the account that I used to deposit with.

I proved this ten fold.

Thank you for confirming what I suspected, that the endless requests of documents were just delaying tactics. God knows why they couldn't just be truthful with me?

They should have just said:  You used your husbands card and we are going to seek legal advice about that.  Instead of leading me on a merry-go-round with false promises.

Thank you, once again, for your help.

Hi ClareB,

There were no delaying tactics - regardless of the outcome of any advice they sought you would still have been required to provide the documentation requested if you were going to be paid. Yes they were taking advice from other parties, but while that was going on they were also gathering the information they needed to pay you had the advice come back that your actions were not prohibited by their terms and conditions.

Thanks,

ThePOGG

Thank you for your reply and for your help and advice.  This is now in the hands of a legal team who are taking this through the UK courts.

Thanks again.

And just to clarify,  I am not an additional card holder on the account.  I am a third party account holder.  I have power of attorney to the account.  This was confirmed by the bank in a letter.

Thank you

This player intentionally tried to pass off a card in someone else's name as their's. Technically they have violated terms.

I joined in July. I went through the verification process without a problem. I then waited for my withdrawal.
 The problem was that I had used my husbands debit card. But this was to a bank account that I am legally named on. I used his debit card as mine was damaged at the time.
 
 Over a period of 8 weeks I was asked for all sorts of documents including bank statements showing my name, my husbands ID, photographs of my husband holding his ID, my husbands written confirmation that I had his authority to use the card; which we had to post to Malta. I was also asked to request a new debit card for the bank account in my own name and send them copies of it. Then I had to provide a written letter from my bank confirming that I have full use and control over the bank account I used.
 
 After 8 weeks of sending documents I received emails from the CEO accusing me of credit card fraud as I had 'apparently' hid my husbands name on purpose on the card. They refused to pay me and closed my account.
 

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