This is the conversation the support had with the player. I have removed all personal details, so it shouldn’t be a problem that I post it here:
A man answered the phone as Mr X.
I asked to speak to Mrs. X , and he said she is not near him.
I then asked if i may speak to Mr X (card holder). He said it was him, and confirmed the last 4 numbers of the card.
I asked if he gave permission to Mrs. X to use his CC, and he replied saying that it was he that used the CC not her.
He also said that the email address used to register is his. He said he made a mistake when opening the account, as he wanted to open 1 for her and himself, but he ended up using the CC on her account instead of his.
I advised him that we will close this account, to avoid any confusion, and possible delays in future withdrawals, and that using a gaming acc in someone else’s name is not allowed.
I told him to register an account in his name. He said he understands and will do so.
I replied:
What about the money he lost?
/Benjamin
The money was lost whilst playing on another players account and this is constituted as fraud. Therefore the money played on this account remains in the locked account and is handed over to our risk department. This is industry standard practice as players and operators need to be protected from this type of behavior. There may also be a chargeback claim from the players bank so this needs to be considered.
Should this player go on and register his own account and play this will be mapped to you and you will receive revenues earned on this new account.
Maybe I misunderstand the e-mail, but the way I read it, they will only pay me commissions from the new account, and they don’t plan to refund the money to the player, because if they did, chargeback wouldn’t be a problem?