CasinoFriday - Player's withdrawal has been cancelled.

hi, i have made a deposit of € 40 and won € 45. I have made a withdrawal request of € 85. but I received a message that the withdrawal request was rejected. When I start to find out why they said you made a minor bank through a deposit. but i sent them an account statement proving that in my name besides the passport but didn't help. can you help me with my € 45 profit. the deposit has been refunded

Dear Khaled99917,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Unfortunately, I’m not able to assist you with this case based on the current description of events and I will need definitely more information. Could you please elaborate?

Do I understand correctly that the problem was with the account verification?

If there's any relevant communication between you and the casino, 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

Yes, account confirmation

I will send you all emails

Here's your testimony

In this account I have made a deposit

No, it's your own

Here is the bank statement that proves that the deposit is made in my name

Thank you very much, Khaled99917, for your reply. I will now transfer your complaint to my colleague Martin 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.

Thank you for contacting casino friday

Hello Khaled99917!

I will take care of your complaint from now on. I would like to invite representatives of CasinoFriday into this complaint in order to help us resolve the issue.

Hello guys,

I have spoken to our Risk department about this case, and the confiscation and refund decisions are final.

In this particular case, the deposit(s) are confirmed to have come from an underaged person. This confirmation was done by the PSP themselves, as the deposits were made through the minors' bankID.

Thus, this decision will stand with the deposit being refunded and winnings confiscated.

If you have anything else you need me to answer, let me know.

All the best,

Alexander

Well here's a statement showing my name

Dear Alexander and CasinoFriday,

I would like to ask you to provide us with more details regarding your decision together with any supporting evidence that you might have for this case. So far, as you can see in the previous replies, the player has provided us with a bank statement in his name, therefore it would be very interested to know more information.

You can send the documents to my email address: 'martin.d@casino.guru'.

Hi, I would like to ask if the casino has sent you an answer

Hi,

Martin - I have sent you an email with the proof we have gotten from the PSP.

Kind regards,

Alexander

Dear Khaled!

We have received some evidence from Alexander and CasinoFriday which was sufficient in terms of proving their point.

Please note, that the casino was not able to know any names of your family members prior to the deposits in question, in fact the deposits made into your account that were not in your name raised the casino's concerns and we believe they were totally in place.

Since we are talking about an underaged person, you need to understand, that in this situation it is the duty of every serious casino to proceed with a lot of caution as there needs to be a great emphasis to prevent an underage play.

We are pretty sure that there is some reason why the name of abovementioned family member appeared in the deposit records, but we would not like to go any further into this topic. We believe it is very important for responsible gambling measures to be taken and the casino's steps were correct and justified.

I am sorry to be the bringer of bad news, but under these circumstances there is nothing we can do to support your case.

Hi, I have sent you a bank statement and it reads in my name, I am not responsible if the bank has given my child a name when the Nordea account I own.

Hello again!

Your bank statement was indeed taken into consideration, however the casino have also provided us with relevant documents. Please understand, it is very difficult for us to make any decision based on conflicting documents. In my previous reply, I have already explained our position after consideration of all the circumstances.

I can only suggest that you would raise this complaint to the licensing authority of the casino, based in Curacao.

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. We are here to help.

Can I get instructions on how I can make a complaint to Curacao