The player from Sweden was experiencing difficulties withdrawing her winnings from an online casino due to a discrepancy between her name on her MasterCard and her casino profile. Despite having provided all requested documents, including proof of divorce and name change, the issue remained unresolved. The player's verification process had been ongoing, with some documents such as ID photo, MasterCard photo, bank statement, and two bills with her address not being approved. We attempted to facilitate communication between the player and the casino, however, the player did not respond to our inquiries. Consequently, we were unable to further investigate and had to reject the complaint.
Celebrino Casino - Player faces issues with withdrawal due to name change.
Amount: €280
Celebrino Casino
Safety Index:Very highSafety Index
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
9 months ago
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9 months ago
Translation
I made a deposit of 50 euros with my MasterCard without any issues, but I couldn't withdraw using the same card because my last name is listed as Norell on it and Bugiel in my profile. I was married many years ago and had taken my ex-husband's last name, Bugiel, but I've been divorced since 2013. I believe I have reverted back to my maiden name, Norell. I have submitted a personal certificate stating I am divorced and all the documents they requested, even my address on a bill, and my latest rent receipt. How can I withdraw my money? Please help me.
Automatic translation:
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9 months ago
Hello carolabugiel64,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Celebrino Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?
Please note that the verification process may take up to 14 days after sending in all the requested documents.
Looking forward to your answer.
Regards,
Nick
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9 months ago
Translation
The verification is complete could not verify approved have submitted ID photo of leg. photo of my mastercard bank statement two bills with my address on but not going through it was fine to deposit 50euo but to withdraw did not work and the documents did not arrive but they wrote what documents they wanted so now I'm breaking down soon on this damn hassle have always been approved before
Automatic translation:
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9 months ago
Hello carolabugiel64,
Can you please forward the communication between you and the casino to nikolas.b@casino.guru before we would try to get in touch with them?
