Hello, I have verified everything, including the credit card I always used to deposit. Now that I want to withdraw my €2000 they want to verify an old credit card that I have never deposited with, never requested a withdrawal with and which I no longer have. Is this legal??

Hello, I have verified everything, including the credit card I always used to deposit. Now that I want to withdraw my €2000 they want to verify an old credit card that I have never deposited with, never requested a withdrawal with and which I no longer have. is this legal??

Hallo, ich habe alles verifiziert, auch die Kreditkarte mit der ich immer eingezahlt habe. Nun wo ich meine 2000€ abheben m?chte will man eine alte Kreditkarte verifiziert haben mit der ich nie eingezahlt habe, nie eine Auszahlung beantragt habe und die ich auch nicht mehr besitze. Ist das legal ??

Hello, I have verified everything, including the credit card I always used to deposit. Now that I want to withdraw my €2000 they want to verify an old credit card that I have never deposited with, never requested a withdrawal with and which I no longer have. Is this legal??

Hello bessi2000,

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

Could you please advise since when you no longer possess that card? Can you provide the casino a document which would prove that it belonged to you in the past or that it no longer exists?

Please note that if you ever used that card in any other casino within this casino group, they might request a verification of it.

Looking forward to your answer.

Regards,

Nick

It was a virtual card from Klarna Bank. The bank also did not approve the card for gambling. So it doesn't work at all. I didn't even know I had entered the card there. I paid for everything with my Mastercard or PaysafeCard. All I have is either just my name or just the credit card number. The credit card statement only says credit card statement and my name. I have saved the card with PayPal, but the photo is not accepted either because a screenshot is not possible for security reasons. In July I bought 2 Paysafecards online with the card, the invoice from PayPal is also not accepted because my name is not on it. So I ask myself where should I get an invoice with my address from July if it's not my card and fraud??

Klarna explained to me that for security reasons they could not send me anything that said both. (Email is available) I would also understand if I had deposited with this card but I think you are just looking for a reason and that's where it comes in handy.

On 2022-08-13 06:34:51 I paid myself a smaller amount and there were no problems yet.

Now, to be on the safe side, I asked the other casino (Mr. BET) whether my VISA card was still saved and whether the card could then be deleted, I was told that it wasn't necessary as long as I didn't deposit with it. Only the card used to make the deposit counts.

LG Besi

Es war eine virtuelle Karte von Klarna Bank. Die Karte war von der Bank auch nicht für Glücksspiel freigegeben. Es geht also auch gar nicht. Ich wusste auch nicht das ich die Karte dort eingegeben hatte. Ich habe alles mit meiner Mastercard oder mit PaysafeCard bezahlt. Alles was ich habe, ist entweder nur mein Name oder nur die Kreditkarten Nummer zusehen. Auf der Kreditkartenabrechnung steht nur Kreditkartenabrechnung und mein Name. Ich habe die Karte noch bei PayPal gespeichert, das Foto wird aber auch nicht akzeptiert weil Screenshot geht aus Sicherheitsgründen nicht. Im Juli hatte ich online 2 Paysafecard′`s mit der Karte gekauft, die Rechnung von PayPal wird auch nicht akzeptiert, weil mein Name nicht drauf steht. Da frage ich mich wo soll ich denn vom Juli eine Rechnung mit meiner Adresse her haben wenn es nicht meine Karte und Betrug ist ??

Klarna hat mir erkl?rt sie k?nnten mir aus Sicherheitsgründen nichts schicken wo beides drauf steht. (Email ist vorhanden) Ich würde es auch verstehen wenn ich mit dieser Karte eingezahlt h?tte aber ich denke man sucht nur ein Grund und da kommt es gelegen.

Am 2022-08-13 06:34:51 hatte ich mir eine kleinere Summe ausgezahlt da gab es noch keine Probleme.

Jetzt habe ich Sicherheitshalber im anderen Casino nachgefragt (Mr. BET) ob noch meine VISA Karte gespeichert ist und ob man die Karte dann l?schen k?nnte, sagte man mir das es nicht n?tig ist, so lange ich nicht damit Einzahle. Es z?hlt nur die Karte mit der die Einzahlung get?tigt wurde.

LG Bessi

PS: Of course I can also send you the same photos and documents

PS: Ich kann ihnen natürlich auch die gleichen Fotos und Unterlagen schicken

Thank you bessi2000 for all the information. I will now forward your complaint to my colleague Michal ([email protected]) who will be assisting you from now on.

Wish you best luck resolving.

Best regards,

Nick

Dear bessi2000

I'm Michal and I have taken over this complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite BluVegas Casino to join the conversation.

Dear BluVegas Casino

Can you please provide some information regarding the long delay of the player's withdrawal?

Hello Casino Guru team,

As normal procedures due to gambling regulator requests we are obliged to verify the cards that are used by the players during the time of deposit so we can process the withdrawal accordingly.

The player used a card to deposit, however, he is not able to verify it.

The player is also claiming "credit card I always used to deposit" but in the same time he is also claiming "an old credit card that I have never deposited with, never requested a withdrawal with and which I no longer have".

We need to verify the card that it was used for the deposit so we can proceed with the withdrawal accordingly.

We have no intention of holding back €2,000 in winnings, however, we are obliged to follow rules and regulations from our regulator.

Regards,

Richard

Thank you for your response BlueVegas Casino / Richard

Dear bessi2000

As the BlueVegas casino rightfully stated, payment method verification is a standard procedure. What I understand from the casino's response is that you have not verified your current used cards, not the "old Klarna bank card". So, please verify the cards that you used for deposits to BlueVegas

Hello,

that would be great. I have already verified my Deutsche Bank MasterCard several times. But I would like to do it again. Thumbs up !!!!

Hallo,

das w?re ja Prima. Meine Deutsche Bank MasterCard habe ich zwar schon mehrfach verifiziert. Mache Ich gerne aber auch noch einmal. Daumen hoch !!!!

Dear Michal and player,

Our team needs to verify the card that the player made deposits from. If it's current or not, if there is a card that was used to make a deposit then the player needs to verify it.

Regards,

Richard

I would then like to have a receipt when I paid in with this card. And on 08/13/22 I also requested a smaller payout with no problems.

Ich h?tte dann gerne mal einen Beleg wann ich mit dieser Karte eingezahlt habe. Und am 13.08.22 habe ich auch eine kleinere Auszahlung ohne Probleme beantragt.

That means if I don't make a withdrawal for years and use different deposit methods in the meantime, I hardly have a chance to get my money.

Das bedeutet ja wenn ich vielleicht jahrelang keine Auszahlung t?tige und in der Zeit verschiedene Einzahlungen Methoden t?tige habe ich kaum eine Chance an mein Geld zu kommen.

There is a regulatory threshold that if it's reached the operators are required to ask for verification of funds.

Having said that, at some point your cards need to be verified and there is nothing anyone can do to avoid that.

But this card is now deactivated...... and my current card is verified

At the same time, that means that you can no longer play in your casino because of an old deactivated card .... I honestly don't understand

Aber diese Karte ist mittlerweile deaktiviert...... und meine aktuelle Karte ist verifiziert

das bedeutet ja gleichzeitig das man wegen einer alten deaktivierten Karte nicht mehr bei euch im Kasino spielen kann .... verstehe ich ehrlich gesagt nicht

Hello Marco,

We are obliged to verify the information about you and your casino account. Please use the following links to upload your documents via our verification portal. Please note that each link is only active for 15 minutes and you are uploading your documents during this time. :

Payment method (? Photos of the credit card 41**********9344 (front and back) used for the deposit ? Name, expiry date, first six (6) and last four (4) digits must be visible ? Security number on back should be covered ? Back of card must be signed (if required))

No withdrawals can be made until all documents have been fully verified.

Thank you for your support.

Your Bluvegas team.

I haven't had the card for a long time, it's deactivated. And if it wasn't disabled, it would n't have a back because it was a virtual card as the photos show

Hallo Marco,

Wir sind verpflichtet die Angaben zu deiner Person und deinem Casino Konto zu verifizieren. Bitte benutze folgende Links um deine Dokumente über unser Verifizierungs-Portal hoch zu laden. Bitte beachte, dass jeder Link nur für 15 Minuten aktiv ist und du in dieser Zeit deine Dokumente hochl?dst. :

Bezahlverfahren (? Fotos der Kreditkarte 41**********9344 (Vorder- und Rückseite), die für die Einzahlung verwendet wurde ? Name, Ablaufdatum, erste sechs (6) und letzte vier (4) Ziffern müssen sichtbar sein ? Sicherheitsnummer auf der Rückseite sollte abgedeckt sein ? Rückseite der Karte muss unterschrieben sein (falls erforderlich))

Es k?nnen keine Auszahlungen get?tigt werden solange nicht alle Unterlagen vollst?ndig verifiziert wurden.

Vielen Dank für deine Unterstützung.

Dein Bluvegas Team.

Ich habe die Karte schon lange nicht mehr, sie ist deaktiviert. Und wenn sie nicht deaktiviert w?re h?tte sie keine Rückseite weil es eine Virtuelle Karte war wie die Fotos beweisen

You are missing a very fundamental point in what you are claiming, Marco.

We are unable to verify from where your funds originated if you are unable to verify your own card. This is normal AML procedure.

But my money comes from the MasterCard that I verified !!!!!!!!

Otherwise I would also understand if I were to deposit with a valid card and then not be able to prove that it was mine. I would agree completely.

But I don't want to have a card certified that I didn't deposit with..... and has now also been deactivated.

I also sent credit card bills with my address from July with my address. For security reasons, my name is not on it, but my registration address

Doch mein Geld stammt von der MasterCard die ich verifiziert habe !!!!!!!!

Sonst h?tte ich auch Verst?ndnis wenn ich mit einer gültigen Karte einzahlen würde und dann nicht beweisen k?nnte das es meine ist. Würde ich vollkommen recht geben.

Aber nicht eine Karte zertifiziert haben wollen mit der ich nicht eingezahlt habe..... und mittlerweile auch deaktiviert ist.

Ich habe auch Kreditkartenrechnungen geschickt mit meiner Adresse vom Juli mit meiner Adresse. Aus Sicherheitsgründen steht halt mein Name nicht drauf, aber meine Meldeadresse

So the credit card is now deactivated and you want me to certify a deactivated card that was still stored with you as a corpse. Which definitely doesn't work that way.

And everything I've sent you isn't enough....Invoices with my address on them..... Screenshots with the virtual card......at PayPal it's even still in my account... .and all this even though I didn't pay in with this card......

and as an answer I get photos of the front and back again...... ????????

verification is always easy until you win something ??????

I have now found a photo from an old email, original from the APP of the map. There's no name on the card. This is the case with Klarna. And if you don't believe it, look it up yourself at Klarna. It's no coincidence that I have all the things but nowhere is the name and number on it. these are the safety regulations

also die Kreditkarte ist mittlerweile deaktiviert und ihr wollt von mir eine Zertifizierung einer deaktivierten Karten, die als Leiche bei euch noch gespeichert war. Was definitiv so nicht funktioniert.

Und alles was ich euch geschickt habe reicht euch nicht.......Rechnungen mit meiner Adresse drauf..... Screenshots mit der Virtuellen Karte...... bei PayPal ist sie sogar noch in meinem Account.... und das alles obwohl ich mit dieser Karte gar nicht eingezahlt habe......

und als Antwort bekomme ich dann wieder Vordere und Rückseite fotografieren...... ????????

die Verifizierung geht immer ganz einfach bis man was gewonnen hat??????

Ich habe jetzt noch aus einer alten email ein Foto gefunden original aus der APP von der Karte. Da steht kein Name auf der Karte drauf. Das ist bei Klarna so. Und wenn man es nicht glaubt schaut selber bei klarna nach. Es ist doch kein Zufall das ich alle Sachen habe aber nirgendwo steht Name und Nummer drauf. das sind die Sicherheitsbestimmungen

Dear BlueVegas Casino / Richard

Please correct me if I'm wrong, but if I understand it correctly the player gained the winnings when depositing with the "new" MasterCard, and this card is verified.

The player apparently added the "old Klarna bank card" to their casino account as a payment method before, but as the player stated it was not used for deposits and has expired in the meantime, so I'm not sure why the verification of this card is required. I understand that for AML procedures you can request the origin of funds from all payment methods the player has used, but in this case, I'm not sure if this is needed. Another case would be if the player deposited with the "old Klarna bank card" and the current winnings were gained from that deposit, but if I'm not mistaken this is not the case. 

With this being said, what other additional documents apart from the nonexisting card can or should the player provide to you, to successfully finish the KYC/AML checks?

Please allow me some time to verify further with our verification teams about this.

Regards,

Richard

thanks guru,

Verification is complete and my winnings are paid out. Woohoo ???♂????♂????♂????♂????♂?

Thank you very much ???? ....... I will recommend you ????????????

3:30 p.m. Money is in the account ????

Hi!

We are pleased to announce that your withdrawal request of €2000 has now been approved.

It should be with you within 1-7 days depending on your payment method.

Kind regards,

Payments cashier.

Danke Guru,

Verifizierung ist abgeschlossen und mein Gewinn wird ausgezahlt. Juhuuuuuuuuuuu ???♂????♂????♂????♂????♂?

Vielen lieben Dank???? .......Ich werde euch weiter empfehlen ????????????

15:30 Uhr Geld ist am Konto ????

Hallo!

Wir freuen uns, Ihnen mitteilen zu k?nnen, dass Ihr Auszahlungsantrag von €2000 nun genehmigt wurde.

Abh?ngig von Ihrer Zahlungsmethode sollte es innerhalb von 1-7 Tagen bei Ihnen sein.

Mit freundlichen Grü?en,

Payments Cashier.

Great news, bessi2000. I'm glad to hear that you successfully received your winnings.

As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties, especially Richard from BlueVegas Casino for their cooperation.

In the future, when you don't want to go through this kind of experience, I would kindly advise you to make sure you only use those payment methods that you can easily and clearly verify.

If you encounter any problems with this or any other casino in the future, please do not hesitate to contact us again. We are here to help you.

Best regards,

Michal