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My child is avaanut dill their side and when I noticed I and his social worker tilliote show up there (deposit / withdrawal 663 €) their terms and conditions else 5.10 and 5.10.1 should teke refund because he is underage

My child has opened their account page, and when I noticed myself and a social worker in his bank account show up there (deposit / withdrawal 663 €) their terms and conditions else 5.10 and 5.10.1 should teke refund because he is Underage

Mun lapsi on avaanut tilli niiden sivu ja kun olen huomannut minä ja sosiaalityöntekijä hänen tilliote näy siellä (talletus/nosto 663€) niiden käyttö ehdot muukaan 5.10 ja 5.10.1 pitäisi teke hyvitys koska hän on alaikäinen

My child has opened their account page, and when I noticed myself and a social worker in his bank account show up there (deposit / withdrawal 663 €) their terms and conditions else 5.10 and 5.10.1 should teke refund because he is underage

Dear Rawia,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked general terms and conditions, and this is what I found https://www.guts.com/ca/terms:

"In the case of non-GB players, if we are unable to confirm that you are of Legal Age then we may suspend Your Player Account. If you are proven to have been under the Legal Age at the time you made any gambling or gaming transactions, then:

Your Player Account will be closed and any remaining (unspent) Deposit Funds paid to you;

Any Winnings and/or Bonus Funds which you have accrued during such time will be confiscated and forfeited by you and you will return to us any such funds which have been withdrawn from Your Player Account;

Any Winnings in Your Player Account will be forfeited."

Could you please advise under whose name was the account created and who has discovered the issue? Do you also have an account in this casino? If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

I can prove that my child is 14 years old who was gambling, if you want I can email you a passport

Mä, voin todistaa että mun lapsi 14 vuotta ketä oli pelaamaan uhkapeliä, jos haluatte voin lähetä teille sähköpostia passi

Deposit / withdrawal made to my child's bank

Talletus/nosto tapahtunut mun lapsi pankki

Dear Rawia,

I’m very sorry but you haven’t answered some of my previous questions. Please check my earlier reply and try to assist. All the requested information is essential if we wish to proceed with the case. 

Could you please advise under whose name was the account created and who has discovered the issue? Do you also have an account in this casino? 

Looking forward to hearing from you.

Additional comments from the player:

"My child has opened a dill, me and my child social worker were considered my child a dill extract, there was found a deposit / withdrawal"

"Dill credit in my name"

Additional comments from the player:

"Mun lapsi on avaanut tilli, minä ja mun lapsi sosiaalityöntekijä oltiin katsottiin mun lapsi tilliote, siellä löytyi talletus/nosto"

"Tilli luoto mun nimellä"

Could you please mark yes or no next to the following ones?

-         Casino account has been opened under your child’s name

-         Your child has deposited €663 and everything was lost

-         You don’t have casino account under your name

1- No.

2- yes

3- no

1- Ei

2- kyllä

3- ei

Could you please mark yes or no next to the following ones?

-         You are the owner of the casino account

-         You are the owner of the payment method used for depositing

my child opened an account with my personal information. the deposit / withdrawal was a child at the bank

Thank you very much, Rawia, for providing all the necessary information. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Rawia.

One more time, I would like to clarify.

The account in the casino is under your name, but what type of deposit your child did? Which payment method was used? Was this card/wallet under your name?

Trustly group AB

(Trustly group AB) The method of payment was the deposit was in the name of the child

(Trustly group AB) maksutapa oli talletus oli lapsi nimellä

Thank you very much.

I am not sure, but based on trustly website, the main condition for trustly account is to be over 18.

Anyway I would like to invite the casino representative into the discussion, please can you give me a hand and explain to us what it is possible to do in such a case.

If you can make a refund because the child who was playing and brought was a big sum

Jos voi tehdä hyvitys koska lapsi ketä oli pelaamassa ja toi oli iso summa

Hello Rawia.

I have an information from the casino that the money never reached your casino account. The payment provider blocked the transaction. After I onformed the casino about what happened they decide to block your casino account as well (security reasons). You shoul contact the payment provider to issue a refund.

Hi, have already arrived money in the casino account, have received an email from me Guts customer service there reads (Hi Rawia,

Thanks for your response.

A total of € 663 has been deposited into this account throughout the life of the account. This information will not be able to create a new game account on our network.

If we can help you anyway, then you will contact us again.

Have a nice day!

Regards,

Mark

Guts Customer Service.)

Moi, on jo saapunut raha kasinotilli, on minulle tullut sähköpostia viesti guts asikaspalvelu siellä lukee (Hei Rawia,

Kiitos vastauksestanne.

Tälle kyseiselle tilille on talletettu yhteensä 663€ koko tilin olemassaolon aikana. Kyseisillä tiedoilla ei pysty tehdä uutta pelitiliä verkostossamme.

Jos voimme vielä muuten olla avuksenne, niin olettehan meihin uudelleen yhteydessä.

Mukavaa päivänjatkoa!

Ystävällisin terveisin,

Markus

Guts Asiakaspalvelu.)

And do you mean that meen contact your payment service provider and they will refund your funds

Ja tarkoitatko että meen otta yhteyttä maksupalveluntarjoajaan ja ne palauttaa varoja

And the deposit was the name of the company (PLUSPAY FINLAND OY / Trustly G)

Ja talletus oli yrityksen nimi (PLUSPAY FINLAND OY / Trustly G)

I will contact the casino representative again, but generally, when a player makes a deposit, the balance appears on his account immediately but the transaction may take a while, all depends on the payment method. If the provider stopped the transfer, then still, your balance in the casino was increased. It explained your screenshots, but I will get more info hopefully on Monday.

From the casino representative:

"The account has not been used since account creation and there are no deposits on the account which were successful therefore there is no refund due in this case."

Could you please contact the payment provider regarding the missing money. Is it possible that the money are holded by payment provider until the case will be not investigated.

Rawia, please contact the casino support, payment provider or your bank. They can track the money.

The casino representative again confirmed that no real money was ever deposited to the account, even when you received the emails that the deposit was made that doesn't mean that the money really arrived to casino account.

Well what do you say if a withdrawal has already been made

No mitäs sanot jos on jo tehty nosto raha

I will contact the payment service provider and ask

Mä ottan yhteyttä maksupalveluntarjoajaan ja kysyn

But I think it was found

Vaan mä uskon että löytyi

Tossa proves that the money has gone to the casino

Tossa todistaa että raha on mennyt kasinolla

Hello Rawia, I spoke again with a casino representative, and the best will be if you communicate directly with casino support. We are in this case, just in the middleman's role. We would like to help you as much as we can, but this situation is little out of our field. We can supervise the complaint, but the core issue, in this case, is between the casino and payment provider. If you agree, I will keep the complaint open and you please, time to time, update the progress. 

If I contact the casino for sure they will be rejected for a refund decision

Jos ottan kasino yhteyttä varmasti ne hylätty hyvitys päätös

Of course I can try

Voin toki kokeilla

Please contact them , they know about the case and want to help you. And let us know, what they told you.

Well whether they told me that the complaint was rejected

No onko ne kertonut että valituksen hylätty

Because I was told that the decision was rejected that I can no longer apply for a refund

Koska mulle sanottiin että päätös hylätty että ei voi enää hakea hyvitys

Send me please the official answer from the casino to matej@casino.guru

Then please contact trustly.

Look there are only two situations.

The trustly account is under your kid's name and in this case trustly should refund you the money (chargeback or something) or the account is under your name or somebody else adult. And in this case you have no right for refund.

Eighter way, I am very sorry but we can't help you much, because this issue is not about fairness but about approved deposit, which shuldn't be allowed. 

Genral terms from trustly:

So how it is possible that your kid have a trustly account?

He has used my passport for dill confirmation

Hän on käyttänyt mun passi tilli vahvistus

But then the Trustly account was under your name, am I correct?

No it's my kids name was

Ei ole se on mun lapsi nimi oli

OK, I am sorry, but now I am a bit confused.

The underage person cannot make a Trustly account.

With your passport, the account creation should be possible only under your name.

If the Trustly allowed your kid to make an account, then contact the Trustly they are responsible for the issue.

There are two possible situations.

a) your kid created an account under his name and deposited to the casino account under your name -> Trustly issue, contact trustly and tell them what happened, and they should refund you.

b) your kid created an account under your name and deposited to casino account under your name ->, in this case, I am sorry but nobody refund you this, you can't prove anyhow who truly deposit the money.

Dill was register normal that was put in an email address and other information dill information was in my name and the deposit was my child from the bank

Tilli oli rekisteröidy normali että laitettiin sähköpostia osoitteeseen ja muut tiedot tilli tiedot oli mun nimellä ja talletus oli mun lapsi pankista

As I explain to you, if the payment method what your kid used was in your name - then you can't prove anyhow that it was a kid and not you. And I am sorry here there is nothing that you can do.

If your son was able to register a Trustly account under his name, then you need to solve the issue with the payment provider. (Trustly) 

I am sorry, but in this specific case, I believe we can't help you.

We are rejecting this case because it is evident that we can't help anyhow here and the whole situation is not something from we can blame the casino.