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On March 18, 2022, efbet blocked my husband's account, the reason being that the account was charged with foreign funds for the second time, after a conversation with them in the chat and on the phone we were told that the profile will be viewed by a management team and after 10 working days they will decide whether to unblock the account and the funds. This is actually the situation. We topped up the gaming account through an epay account, which is in my wife's name, but the registered cards and accounts in it belong to my husband. On 15.03.2022 they demanded verification of the account again, we wrote in the chat to ask why, they said they wanted verification of the epay account, we explained to them, the account and mine are there but the funds we deposit are with my husband, I asked them in the chat explicitly whether this is a problem, and whether it will lead to any problem if we deposit so, their answer was that we need to send profile photos, last transaction and a photo of my ID card. Nobody explained to us that if we deposit they will block our account, again I say that I explicitly asked them about a problem if we deposit with the account, but they did not say that there will be, they just demanded the documents. We sent everything necessary and it was verified again. Accordingly, we continued to deposit with this account after we were not told that there would be a problem. On March 18, 2022, we wanted to withdraw an amount of BGN 2,800, but he returned it to us several times, after which he dumped us and we could not enter anymore because the account was blocked. We received an email that the account was blocked and is being reviewed by a management team because it was loaded for the second time with foreign funds and they warned us, I do not remember having such a warning, and provided that a few days earlier we they were asked if there would be a problem if we deposited in this way and they did not tell us that there was such a thing. The situation is absurd. When we spoke to them on the phone, we explained that a few days earlier we had talked to their colleagues in the chat and explicitly asked them if continuing to deposit a profile with their feet would lead to a problem and they did not tell us that such a problem would occur. that if we knew that such a thing would occur, we would not deposit it like that, and that due to the incompetence of their colleagues who did not inform us what would happen, now the account is blocked. Chats are not sent to the post office, we asked them if they keep chats to view them and see the conversation from 15.03, they told us that they do not keep chats, which is absurd. The account has more than 1000 BGN loaded with the epay account, these are multiple deposits, as they do not allow to be charged with foreign funds, why didn't they block the account after the next deposit. I asked them how they could accept our deposits without any problems and block us if they tried to withdraw. There was no answer to this question. They said that the account can be unblocked, but it may not be, we asked what happens to the money in it, they would sit in the account, we then asked to order the amount on the epay account and if they want to unblock the account, they said no can. I asked what the situation was then, we will burn with BGN 2,800 and over BGN 1,000 deposits, they told me that if the account is not unblocked, yes. The situation is absurd, given that this is due to the incompetence of their support in the chat. We will simply not leave them like that and we will seek our rights to the last.

На 18.03.2022 от ефбет блокираха профила на съпруга ми, като основанието за това , е че за втори път е било зареждана сметката с чужди средства , след разговор с тях в чата и по телефони ни казаха , че профила ще се разглежда от менъджерски екип и след 10 работни дни ще дадат решение дали ще отблокират профила и средствата. Ето каква всъщност е ситуацията. Игралната сметка зареждахме през epay акаунт, който е на мое име съпругата , но регистрираните карти и сметки в него са на съпруга ми. На 15.03.2022 изискваха отново верификация на акаунта , писахме в чата да попитаме защо , казаха че искат верификация на epay акаунта , ние им обяснихме, акаунта и на мое има но средствата ,с които депозираме са на съпруга ми , попитах ги в чата изрично дали това е проблем , и дали това ще доведе до някакъв проблем ако депозираме така, техния отговор беше , че трябва да изпратим снимки на профила , последна транзакция и снимка на моята лична карта. Никой не ни обясни, че ако депозираме ще ни блокират профила , пак казвам, че изрично ги попитах за възникване на проблем ако депозираме с акаунта , но те не казаха , че ще има, само изискаха документите. Изпратихме всичко необходимо и го верифицираха отново. Съответно ние продължихме да депозираме с този профил след като не ни казаха , че би възникнал проблем. На 18.03.2022 искахме да изтеглим сума от 2800 лева , но ни я връщаше на няколко пъти , след което ни изхвърли и не можехме да влезем повече защото профила беше блокиран. Получихме писмо на мейла че профила е блокиран и се разглежда от менъджерски екип понеже за втори път е било зареждано с чужди средства а те са ни били предупредили , не помня да е имала такова предупреждение , а и при условие , че няколко дни по рано сме ги питали дали ще има проблем ако депозираме така и те не ни казват , че има такъв ситуацията е абсурдна. Когато говорихме с тях по телефона им обяснихме , че няколко дни по рано сме говорили с техни колеги в чата и изрично сме ги питали дали продължаването на депозиране с нози профил би довело до проблем и те не са ни казали, че би възникнал такъв , казахме им че ако знаехме , че би възникнал такъв няма да депозираме така , и че заради некомпетентността на техните колеги които не ни информираха какво ще стане ,сега профила е блокиран. Чатове не пращат на пощата , помолихме ги ако при тях се пазят чатовете да ги прегледат и да видят разговора от 15.03 , казаха ни че не пазят чатове, което е абсурд. В профила има заредени повече от 1000 лева с epay акаунта , това са многократни депозити , щом не позволяват да се зарежда с чужди средства защо не блокираха акаунта след последващия депозит . Попитах ги как може без проблем да приемат депозитите ни , а при опит за теглене да ни блокират. Отговор нямаше на този въпрос. Казаха че акаунта може да бъде отблокиран , но може и да не бъде , попитахме какво се случва с парите в него , те щели да си седят в акаунта , попитахме тогава да наредят сумата по epay акаунта и ако искат да отблокират профила , казаха че не може. Попитах каква е ситуацията тогава , ние ще изгорим с едни 2800 лева и над 1000 лева депозити , те ми казаха че ако не се отблокира акаунта да. Ситуацията е абсурдна , при положение , че това се случва заради некомпетентността на съпорта им в чата. Просто няма да ги оставим така и ще си търсим правата до последно.

Dear Coolzero161, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please note that after reading your complaint we have realized you breached multiple rules from the T&Cs:

"3.4. All Customers should at all times be able to guarantee not to be:

- Acting on behalf of a third party

- Depositing money of unclear origin

- Depositing money through a credit card which they are not authorized to use or knowingly receiving money from such credit card.

- Using the services, offered by AE Group B.V., for money laundering."

„4.6. Each customer shall be wholly responsible for maintaining the secrecy of his/her account, including his/her user name, personal account number and password by third parties. AE Group B.V./efbet.net/ shall bear no responsibility if the customer provides his/her user name, personal account number and password to third parties. AE Group B.V./efbet.net/ shall not refund any losses resulting from the use of customer data by third parties. The customer is not entitled to any objection based on his/her relations with third parties.

4.7. The Customer should not allow any third parties using the Customer’s log-in details."

Please understand that the owner of the account must be the only person who is using it, and also deposit method that is used has to be issued in the name of the account holder.

Could you please advise who is writing this complaint? Also, please clarify in whose name the account has been created? Do I understand correctly that two people have been using this one account?

If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.

Looking forward to hearing from you.

Best regards, 

Kristina

The efbet account is used only by my husband, it is not used by second or third parties, the epay account is in my name (wife), the registered cards in the epay account are my husband's. We have a detailed bank statement from his bank account, which shows that all deposits were made from his personal bank account in his name. We use to deposit through my epay account because it has a higher level and there are no limits on transactions from and to it. But the problem is mainly in this, when talking to the support, after we asked them if it was a problem, they did not tell us that it would lead to a problem, but only asked for verification documents. If they had warned us after we asked them, there would have been no multiple deposits from the relevant account and the unpleasant situation would have been avoided.

Профила в ефбет се използва само и единствено от съпруга ми , не се използва от втори или трети лица , профила в epay е на мое име ( съпругата ) , регистрираните карти в epay профила са на съпруга ми . Имаме подробно банково извлечение от неговата банкова сметка , в което се вижда , че всички депозити са направени от неговата лична банкова сметка на негово име. Ползваме да депозираме чрез моя epay акаунт защото има по високо ниво и няма лимити на транзакциите от него и към него. Но проблема е главно в това , при разговор със съпорта , след като ги питахме дали е проблем това те не ни казаха , че би довело до проблем , а само изискаха документи за верификация. Ако ни бяха предупредили след като ги питахме ,нямаше да се правят многократни депозити от съответния профил и щеше да се избегне неприятната ситуация.

I am sorry, but you breached one of the main casino rules whether or not the casino pointed this out to you. Please understand that it is a player’s responsibility to only use allowed payment methods. We also share our standpoint in our 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."

Some exceptions might be allowed by casinos if this possibility is communicated beforehand. Please understand that technically it is very difficult to check who’s the owner of the payment method at the depositing stage. This can be checked only during the account verification, which is usually done when a withdrawal is requested, which is why the casino asked for your documents. I am sorry, but we are not able to help here.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.