Support Complaint Google Autofill Typo

Saint90

Newbie member
PABnononaccred
Joined
Jan 4, 2023
Location
Kerpen
Hi,

I'm new here, so please excuse me when this is not the right "section" in the forum.

This isn't really a complaint, at least not yet, but more of a question.

I won 3.5k on Bet Sofa and while I was playing I saw that my First Name on my profile was wrong. I then checked my account and saw that (due to a Google autofill, I assume, since there is no other explanation) my name and birthdate were wrong.

Furthermore, I informed the casino which asked me for my ID and Birth certificate which i provided.

I did the first step here and informed them that something went wrong and i would like to change my name and birthdate. This was before winning anything.

They answered me that this case is under review, and they will contact me in 7 days.

My question is: Should i be afraid that the casino will keep my money?

As I said, it was a Google autofill mistake. I deposited from my Bank account. Provided them with a picture of the bank transfer and that indeed i was the one who deposited and no one else.

This is the only account on their site. No one else is playing casino in my family, so I am the only one who could open and opened an account on this site.

My E-Mail address as well as my normal name and the name which autofill accidentally entered are not used in any way on this casino whatsoever. Despite the account I just made ofcourse.

So the only thing from preventing me to cashout is the First Name and Birth Date error.

Again for easier understanding:

E-Mail: Correct
Phone Number: Correct
Last Name: Correct
Complete Address: Correct
First Name: Wrong
Birth Date: Wrong


Is this enough for the casino to keep my money? Or is this only a typo which happens from time to time and can be solved easily? Is there anything I can do more, except for the documents i emailed them?

I am very afraid that they will use this as a loophole despite the fact that i was the one who told them that a mistake was made on my site, so that there was no fraudulent behavior.
 
Good evening Saint and welcome to the forum.

I don't know much about the casino in question but my initial thought is that you're going to be in for a tough ride.

Can you explain any more about the auto-fill mistake? Is it a couple of letters? E.g. you're name is Mark but Google has called you Mrak? Is your date of birth remotely near your actual DOB?

Unfortunately there's a massive amount of fraud in online gaming and anyone using false details (for whatever reason, genuine or otherwise) is a massive red alert. Unless there's a sensible and feasible reason for this, I would bet the casino sticks to their T&C which you will have breached.

I hope I'm wrong, good luck.

Mark
 
Thanks for the fast answer.

First Name is completely wrong since its my mothers name which google autofill entered and birthdate is aswell my mothers birthdate.

I understand the reason that they have to be suspicious because of fraud. but how can it be fraudulent behavior when i deposited from my bank account which is registered under my name. I was the one who informed them about the mistake while i was playing. I didnt try to cash out and then they told me that i need to prove my identity.

I provided them with my ID, a screenshot with me holding my id and a letter with numbers on them, which they told me to do. A birth certificate and multiple screenshots of the deposits i made from my bank account on their site.

I made this mistake once aswell and the Live Support changed my name in 2 Minutes on a other casino.

And why would they ask over a period of 1 Week for more and more documents to identify me? I mean it makes no sense regarding fraud as a reason. I didnt use someone elses bank account or id card to verify who i am. I was clear about everything beginning to end. Mistakes happen and there are more than enough examples of casinos changing names within minutes.

I think i will have to wait on their respond but right now i am devastated because i think they wont allow me to change my name. I dont know for sure.... but this seems like the easiest way for them.

When this is the case. Do you think its advisable to open complaints regarding the matter ?
 
I’d love to hear the opinions of others, but I’d say it probably goes against you that your mums details were used. Unfortunately it’s quite common, at least in the UK, for players to use those of a family member to either abuse a bonus offer, circumvent a gambling ban or some other scullduggery.

In terms of a complaint, I’d probably hold off until a decision is made. @maxd is your man for that when the time comes.

Such a shame you only noticed after you had started playing and won!
 
Yer auto fill is normal on your mobile etc etc, but if your using someone's else's device to play clearly it may put those details in or if they have used your device alot it can do auto fill, I'm unsure as I don't rely on auto fill, due to many mistakes. Tend only to use email on auto fill.
 
I’d love to hear the opinions of others, but I’d say it probably goes against you that your mums details were used. Unfortunately it’s quite common, at least in the UK, for players to use those of a family member to either abuse a bonus offer, circumvent a gambling ban or some other scullduggery.

In terms of a complaint, I’d probably hold off until a decision is made. @maxd is your man for that when the time comes.

Such a shame you only noticed after you had started playing and won!

Ye, i see what you mean. But why would i be the one informing them that i made a mistake when i would try to scam them?

Regarding the Bonus offer: I think this would impossible or at least stupid of me, since i know that they can track my ip and see if there is more than one account on their casinos using my ip. I already said that i have only one account on their site, with one email adress.

Gambling Ban: When i change my Name or send them my name to change it, wouldnt the ban be activated or at least my name would be flagged or something? Since i dont have a active gambling ban i dont know about that.

Again, i really dont see a reason for this to be a fraudulent behaviour type scenario because i made them aware of the mistake and i deposited from my bank account. i didnt use someone elses bank account nor did i use multiple accounts on this casino whatsoever.

My mother doesnt play casino so there is no way that there is a "double account or double name" scenario or something.

In my opinion, and i know i am bias obviously, they either allow it or not... Because as i said. I saw name changes and changes of DOB in multiple other casino threads. And they went pretty quickly or after sending the required documents.

I really appreciate though that you are getting involved in this matter. Thanks a lot.
 

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