The player from Germany had a problem with withdrawing funds after using a ten-euro bonus and depositing an additional ten euros. He successfully wagered the bonus and had €809 remaining in his account, but upon attempting to withdraw, he found that all his funds were missing. He was unsure of where the money had gone, despite having met the wagering requirements. The Complaints Team facilitated communication with the casino, which initially required a Card Acknowledgment Form (CAF) for verification. After some back and forth regarding the player's documentation and the casino's terms, the player eventually submitted the required form. The casino confirmed receipt of the form and processed the agreed withdrawal of €50. The player expressed concerns about the casino's handling of funds but ultimately received the payment, leading to the resolution of the complaint.
DaVincis Gold Casino - Player’s funds have been confiscated.
Case closed
Amount: €809
DaVincis Gold Casino
Safety Index:Very lowCase summary
Hello dear team, I used a ten-euro bonus yesterday and also deposited ten euros on this bonus. I successfully wagered it with €4,000 and then had €809 in my player account for a withdrawal. I entered my account, and when I clicked on withdrawal, all the money was gone. You can't see where all the money went. If a withdrawal isn't possible, the money should at least be in the account. That's not the case either, but the bonus was successfully completed, and after this bonus, I'm still playing with my money, since I also deposited. But this casino took everything. I wagered over €5,000. That's more like a bonus, but unfortunately, I have nothing. I didn't want to withdraw everything, I wanted to keep playing, but that money is also gone.
Dear bcfuncruisers,
Thank you very much for submitting your complaint. I'm sorry to hear about your problem with your casino account and the difficulties you've experienced with your withdrawal.
To assist you better with this matter, could you please provide us with some additional details? Here are a few questions that might help clarify the situation:
- What payment method did you use for your deposit and withdrawal?
- Can you specify what error message you received, if any, during the withdrawal process?
- Have you checked your account transaction history for any discrepancies?
- Have you tried reaching out to the casino's customer support regarding this issue? If so, what was their response? You can forward it to [email protected].
Your cooperation in providing these details will help us investigate and work towards a resolution. It's essential for us to gather as much information as possible to address your concerns effectively.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
Hello dear team, here are my complete account details and the chat history with support. I was asked to send documents via an email address. Unfortunately, I get the message "The email could not be sent." Apparently, a payout is in process, but I can't see it. There's no way to check the status of the payout.
As I said, my account is still active. I can log in at any time, even if I only get a partial payout. Where is the rest of the money? It can't just disappear, because the bonus was fulfilled, and that was with the deposit. He played with money after the bonus, €809.And for the withdrawal, I of course also used my bank account and, as can be seen, sent a copy to the casino via email for verification.
But whether these emails with my copy data arrived, I unfortunately do not know and then as you can see in the attachment
Hello dear team, I received a message from support. But something isn't right. A current utility bill that I can use to prove that I'm registered here is clear. But why do they need a credit card authorization form? The form is only intended for debiting the account, and for security reasons, I will not disclose my credit card verification number under any circumstances. I have a debit account, into which deposits can be made normally from any country. The credit card verification number is a personal PIN and may not be passed on to third parties. What's going on? And especially not to someone I don't know. I will not comply with the request for my credit card. I sent a copy, but without the verification number, because I don't have one, and of course I'm sending proof that I'm registered and live here. That shouldn't be a problem, and I'll also send another copy of my debit card and bank details. I sent it to Da Vinci, but they don't have a credit card verification number for withdrawals. My regular account has always been sufficient, and I still can't see how much money I'm receiving or what's happened to it.
I also made the payout to my normal card account, for which a credit card is not necessary, so why do they want my complete data for debits and credits to my account? You don't need a credit card verification number for something like that. Nonsense.
Oh, the deposit was made by credit card and the withdrawal I should specify my bank account
Thank you very much, bcfuncruisers, for providing all the necessary information. I will now transfer your complaint to my colleague, Adam ([email protected]) , who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.
Hello bcfuncruisers,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite DaVincis Gold Casino to join the conversation and participate in the resolution of this complaint.
Dear DaVincis Gold Casino,
Can you please provide more details about the status of the player's account and winnings?
Kind regards,
Adam
Hello there everyone,
We hope all is well.
We have reviewed this case from a few angles and we don't the issue at all if to be frank.
- Asking for card authorization form is very normal, very common and most of all it is a mendatory document which we ask from every player who makes a deposit with a credit card as part of our t&c, which the player would know if he would to read it or even just ask his account manager about it. It is a form where the player acknowledge the deposits made from a specific card used in the casino. (btw, when more than one card is used, the player is required to send that form for EACH of the card used) .
- Balance adjustment -the player deposited 10 and at the same time claimed a free chip ( see screenshot attached) which have a bonus balance adjustment , and so once the wager is done the free chips is "completed" and the balance is adjusted to max possible amount to withdraw from that free promotion. In this case the player did also wrong by mixing free play and deposit money, which by our t&c is not allowed and if done, the max withdrawal allowed is actually one of the free play and not of the deposit .Also with free play the balance will always be adjusted to the maximum withdrawable amount once the wager is done and the free chip is completed. (see screenshot attached).
We recommend the player to send the CAF form asap so his withdrawal will be proccessed as early as possible and with no further delays + We advise the player to not mix free money with a deposit money and make sure of it before he start play on his deposits.
We will make sure the account manager will email the player today to continue communication on the matter and so he will be able to send the CAF form directly to the account manager email. (please also check spam folder)
Best,
VIP team
DaVinci Gold
Hello team, my account status is active but I can't see the money. There is no way to track the transaction. I can still see the chat history but the account has zero euros. I played with a ten euro bonus. I was supposed to wager €4,000. When the ten euro bonus was gone, I deposited ten euros and played with to release this bonus. I managed to do that and still had €809 in my account and wanted to make a withdrawal of €750. I gave my bank account details because it said please provide your bank account details. I did that, pressed withdrawal and suddenly everything was gone. I wrote to support and they explained to me that it would be forwarded to a responsible employee and that they would then get back to me. Since I have wagered everything, the entire bonus and the withdrawal didn't work, where did all the money go? I can't see anything in my account. I sent you a statement for €809 but the account doesn't show where it went. There is also no option to track transactions or game progress when making withdrawals. There is no option to list individual winnings, and I sent over all the necessary documents as requested by Da Vinci Casino. The money should be paid into my account, but the casino wanted a completed credit card statement from me stating that they are allowed to debit the account, as well as my personal PIN. I will not provide my credit card verification code for withdrawals; my normal account is sufficient for all transactions, just like any other. I deposited with a credit card, as it is saved on my iPhone, and the withdrawal should go to my bank account. Da Vinci Casino received the necessary documents. To this day, however, I cannot see that any money has been deposited into my account or that the €809 has been credited back to the casino account. The money is not visible; it is simply gone, and I have not played since.
Hey again,
Seems like the player didn't read out last response which we answered to his last reply - detailedly.
Please reffer the player to read out reply and act accordingly , otherwise we will not be able to process his withdrawal.
As for the free play funds in his account - we also answered that.
Best,
Vip team
Davinci Gold
All that's visible here is my transaction number, showing when I deposited money into the casino. When it comes to withdrawals, there's no way to track that. And as you can see, my casino account is still at zero. The money is gone. 
And you don't have an overview of the bonus history or the game history and only the casino can give an answer to that
My current status: Unfortunately, I can't see anything. The money is gone. I also have the transaction number from the last deposit, which shows that the money was taken from my account. As I said, I unlocked the bonus with €4,000, deposited ten euros towards this bonus with ten euros free, and these ten euros were all free, wanted to withdraw €750, and suddenly all the money was gone. I sent the casino all the necessary documents, but they haven't contacted me since. I'm not giving out my personal credit card number verification number, and my normal account is sufficient for withdrawals as requested by the casino, but you can't see the history or the bonus game progress or withdrawal request. It's not clear where the money went. 
My phone typed something wrong when I played the ten euro bonus. Everything was there, but the bonus hadn't been wagered yet. I deposited ten euros and thus wagered the entire bonus. I still had €809 left over from the wagered bonus requirement. I wanted to withdraw €750. But as you can see, the money is no longer there. I can't figure out where it is. Or something else.
And my account status is active. I can access it and could even play, but I haven't done so since.
I also received a notification of my winnings, but not via WiFi. I only received a notification that documents were needed for the payout, which I, of course, sent over. However, apart from this message, they haven't responded to me yet, and the email address I'm supposed to send it to tells me my email account couldn't send it. I then did it directly via the Da Vinci website.
Dear team, I just received an email asking me to provide my credit card with the security code, and the code is used to authorize it. My normal account, which is where I requested the withdrawal, is definitely sufficient for a credit from the casino. This form, which I am asked to fill out, authorizes the casino to withdraw money from my bank account and use it for their own purposes. After consulting with my bank, I decline this request because, as stated, my normal account is sufficient for any transaction. My credit card security code is a personal PIN and will therefore not be authorized. Here is an excerpt from this form.
Do I have to fill out this form even if the payout amount has been reduced to the minimum? Where is the remainder of the money I've earned and a statement that the money has been received from my account? You're sufficient for a payout if I have to fill out the form, so it shouldn't be a problem for me.
Hey everyone,
We have provided all the necessary information yet the player keeps writing replies which showing he ignores our replies and not even reading them.
Nothing more we can do here.
Please take it from here.
Best,
VIP team
DaVinci Gold
So, I received an email. Unfortunately, it's gone. I can't print the form, so I'll need my credit card with the security number, and I'll send that and the statement of the debit from my account to the casino.
And I have read it and have already sent an email with my credit card and security number and from the account that the money has been received by you.
Hey there,
The player will need to find a way to print the form or fill it digitally and sign in.
we will not accept anything else.
Best,
Vip team
DaVinci Gold
I just sent you my credit card, ID, and security number, but where can I fill it out digitally? There's nothing for that.
The support does not answer and unfortunately I can only print it tomorrow but actually they have all the documents with confirmation for the credit card verification of the payment
And besides, how are you supposed to get it across when every time you send a message, this comes up? 
So, I have done everything but as I see, the casino is unfortunately not ready to make a payout, that shows me a lot
I've already checked - there have been over seven emails with the required data, and each time they want something new. The bonus was paid out, and after that you should actually continue with the money you won. Even if the payout is limited. Where is the other one? So for me, is this all money laundering and fraud? Because a payout is not possible either. In sight, something strange is happening with my account, and my bank already knows about it. If I find out anything, I will file a criminal complaint immediately.
Well for me the whole thing was a waste of time and a huge loss but what the heck, that's how you treat severely disabled people and those suffering from cancer. For me that's a lot of money for you. It's peanuts, you know the way, karma never comes. You find the way. The way finds you, to shamelessly exploit people because they win something once in their life. When otherwise they're just screwed and have bad luck, for me I hope that karma will do its justice. Thank you very much for everything, Liebesguru team, but there's nothing you can do, so it's really pointless to make a complaint here.
Hello DaVincis Gold Casino,
I have a few questions regarding the player's use of the bonus and deposit.
Is there nothing in place to prevent players from accidentally mixing funds? Are bonus balances and real money balances displayed separately in the player's account?
Can I also ask you to please clarify the following details:
- What were the balances at the time the player made the deposit?
- Was the bonus amount lost before the deposit was made?
- Was the wagering requirement for the bonus completed with the bonus funds?
It would be helpful if the casino could provide full wagering history and transaction logs for us to review the situation.
Kind regards,
Adam
So, I wagered the bonus after depositing the ten euros. The chip ran out, so I deposited and then wagered the bonus. I also searched in vain for the betting history, and before the deposit, my account balance was around €0.20, so I couldn't continue playing anyway, so I deposited the ten euros. I met the €4,000 requirement, and €809 was still over the required bonus amount.
I just looked again, but I can't find anything where you can see whether I've wagered the bonus, whether it's a bonus or real money. I went straight to the promo page and the details. There I could see how far I'd already earned with the bonus. And there it was, it was over. So I assumed I was playing with e-money, since I had also deposited real money.
And to wager €4000 is quite a feat and there were even more and the casino hasn't contacted me since then.
Thank you for the additional information, bcfuncruisers,
We will wait for further clarification from the casino.
Kind regards,
Adam
Okay, thanks for your help. I really appreciate it.
Dear Da Vinci Casino, you earn millions with your casinos, and I, as a disabled person with cancer, have been lucky enough to win such an amount once in a lifetime. To you, that money is peanuts. I was lucky enough to win such an amount once in my life, and I don't understand why people are making such a fuss about it. Your casino won't go bankrupt because of the €800, but for me it's a small boost in life, because I don't have much left in life. Thank you so much for making my life even miserable than it already is.
Dear Guru Team, I received €60 from the casino and as I can see, the casino is going to object and release the remaining money. I do not recommend this casino. In my opinion, this is major fraud and embezzlement of winnings because I paid in to use it and after the wagering it is actually money I have saved and I call that embezzlement of play money. My opinion remains the same and I will consider filing a report about this or at least informing the important office responsible for such matters and as far as I am concerned, playing in the casino is definitely over. If this is such a major scam everywhere then free internet, all I can say is have fun losing and having a holiday while being ripped off. Please keep me informed because I think it is a real disgrace. I paid in and I would be entitled to the money. It is the same with every other casino.
Hello bcfuncruisers,
Thanks for letting me know. The situation is still unclear, we need the casino to provide more detailed information in order for us to be able to make a fair assessment.
We will allow some more time for the casino to reply, but if there is no response for an extended period the complaint will be closed as 'unresolved'.
Kind regards,
Adam
They won't contact me again, I'm going to block my credit card and apply for a new one, and I can give you my advice straight away. Avangard Casino is the same as Da Vinci Casino. I rate it as one that should be blocked for Germany because it doesn't comply with any German rules or standards. I've never had anything like this at any other casino I play at. In the German casino I won 180 with five euros and I always got it paid out when I used a bonus. I've never had any problems with payouts at Amunra Casino either, and I'm going to report this casino to the relevant cybercrime authority because they're making endless amounts of illegal money. What they're doing is money laundering. It's great that you exist, but you can't really do anything because my money is mine, and you should be given more control over the casinos.
Hello everyone
We hope all is well.
To answer all question clear and simple:
- The player balance at the time of deposit was 0.81 euro exactly (that is after the finish another chip just before)
- No, there is no system to prevent a player from claiming what he eligible to claim - in that case a free chip - the player claimed the chip AFTER the deposit was made and not before.
- The is no meter for the deposit funds and the bonus funds - once a player deposit and claim a bonus (free chip or deposit bonus alike) - the funds are mixed and we have no way to know what was played down first, needless to say that we have no way to knokw if the player would have reach such balance and able to finish the wager if he wouldnt have claim the free chip , and so the way we see it, he was able to play down the wagering also with the help of the chip - and not only with the deposit - and since in this case both deposit and chip bonus funds are mixed we are able to only allow what is available per chip max cash out.
More over - the player initial complaint was not about the mix of funds , but on the balance which was removed when wagering was done, which is VERY common for the balance to be adjusted to withdrawable amount and all other none withdrawable funds are to be deducted. its called max bonus balance and it is very common in the industry. once wagering is done , balance is adjuated to the max withdrawable amount possible from that specific bonus - which then player can choose if to cash out or continue play with the balance he now have. in this case the player choose to cash out , which is very normal and was already paid.
The player need to remember that when depositing , he should NOT claim a free bonus but a deposit deal + he is also needs to be aware that whatever bonus he is taking - once wager is done, the casino have the rights to forfiet all balance which is not withdrawable (also as per our t&c, but moreover by industry standarts)
The player was actually paid 60 in this case which is 10 more than what we allow on any free gift winnings.
We are sorry, but it is also impossible to keep track on every comment the player writes in this thread as he is writing MANY between every messages either by us or by guru team.
Best,
Vip team
DaVinci Gold
I understand, Da Vinci Casino. But where did the other money that you won go? Even beyond that, you could still keep playing. You enrich yourselves at the expense of people just to make millions. Your shitty casino is a piece of cake because I think you're a total fraud, as you need a credit card verification number to make a withdrawal. I've also paid into this number. If I wasn't authorized to do so, it wouldn't work at all. Have you thought about it? You complete idiots, you're all just fraudsters and the report that's coming out that you're embezzling funds is obvious, that what you're doing is money laundering. I don't need a degree to understand that, and the Guru Team, if you have no means of really resolving cases like this and ensuring that you get the money, you're not a court of law, so what's the point of all this, I ask myself. It's been over two weeks of senseless bullshit here and it's just enriching others even though you can't do anything from the start. But let people believe that, as they see it, Casino Guru, we help, we know how it works, we know that you all know it's bullshit, well, I'm out, my credit card has been blocked. Do what you want, but if you entrust your money to this team, or hope to get it, well then, good luck to the casino, no matter what it wants. The Guru team is jumping in, and I say, you're all working with the casinos, so that the money can be laundered. Fuck you
Thank you for the additional information, DaVincis Gold Casino.
Dear bcfuncruisers,
I can understand you are frustrated by the situation, but I respectfully ask you to keep your comments polite. If you do not, this complaint will be rejected.
According to the casino, you have made a deposit and then claimed the bonus straight afterward. Can I ask you to explain why?
Kind regards,
Adam
I first used the chip, the ten euros, and then, when those were used up, I deposited money. I used the chip first and then deposited. And I sincerely apologize to everyone, but this isn't normal anymore. I'll look into whether I can prove this using my browser history. When I use the chip, I always check how the machines are running. So, I deposited the ten euros first and only then activated the bonus. That's a false statement.
And again, sorry. I'm really frustrated because I've never had a win like this before. I'm sorry for my lack of skill.
Dear DaVincis Gold Casino,
The player states that they used the free bonus first, and then made the deposit. You stated it was the other way around, are you able to provide supporting evidence of this? Perhaps the transaction/wagering histories? It can be sent here or to my email if preferable ([email protected]).
Kind regards,
Adam
So, here is my browser history
and it is as I said I always use the chip first to see how the machines are running and this time it worked but the tenner was gone and I had a good feeling and then deposited ten euros and since the deposit was made by credit card, you can also see the time
So then I would have to have used the bonus within the time limit, and that should be recorded in the log. If it's the correct log, I can call Apple in an emergency. Since I paid with a credit card, I can tell exactly when, how, and where I did what based on the online analysis.Hey there everyone,
We are not blind or def to the player fraustration on the matter, players do make mistakes and thats understandable.
BTW - even if it was just a win from a CLEAN 10 deposit - max withdrawable balance is still only 100 euro (and not the balance player had in his account, which was close to 8k bonus money ).
We have taken this with higher managment and we are willing to add either another 50 balance which he will need to make a withdrawal of (which will take it to a total of 110 paid withdrawal) - OR grant to his account with 100 free spins on the house for the bad taste.
IN both scenarios - it is important to understand that they were made out of gesture of goodwill.
We are waiting to hear back from the player.
Best,
Vip team
DaVinci Gold
Dear Da Vinci Casino, why don't you just show the history at every casino I can see except yours
I'm now waiting for the Casino Guru team before I make any decision, because I want to know what the team has to say about it
Hello DaVincis Gold Casino.
Thank you for your response. There is one thing I am not sure I understand - you stated if the player's winnings were from a clean deposit, they would still only be able to withdraw a maximum of 100 Eur. Why?
Kind regards,
Adam
Hey there,
As per our t&c every deposit up to 249, is subjected to a maximum withdrawal of x10 the deposit amount.
Best,
Vip team
DaVinci Gold
I see. Unfortunately, we find rules such as these to be unfair to players. It doesn't make sense to enforce win limits on real money play, unless required to by law, and goes directly against our policies on fair gambling (https://casino.guru/fair-gambling-codex-for-casinos)
Is the casino able to provide the relevant histories to us for review?
Kind regards,
Adam
Dear Da Vinci Casino. This is truly frustrating, as this is a win I've never had before and certainly won't again. I would accept your offer of €50, which I consider fair. Please let me know how we can resolve this matter so that it can be resolved.
Hey there,
The history of all wager done , deposits and withdrawals are in the player cashier (under "history")
And we are glad the player decided to choose of our offers we will make sure to have the account manager contact the player via email (make sure to check spam folder) - so we have this done asap.
We would like to remind the player that he still didnt send the CAF form as required. (Card acknowledgment form), at this point can also be filled digitally.
We would like to ask the team to mark this complaint as resolved.
Best,
Vip team
DaVinci Gold
Dear Da Vinci Casino, I've already received a payout from you. How is that possible? So you already have all the documents. Unfortunately, I must also inform you that my credit card has been blocked and I have to wait for a new one. However, the bank details I provided for the withdrawal still exist. The credit card had to be blocked because it unfortunately fell victim to a fit of rage and broke. I had to apply for a new one and will therefore receive a new credit card number and a new security number. However, if you credit the money to my player account and I can have it paid out and provide my bank details, that should be sufficient. It is now a withdrawal and I have already sent you all the other documents, and of course I was authorized to make the deposit. It is my account.
Dear Guru Team, I've already had a payout before, and the same shit is starting all over again regarding the payout. Sorry to say that. I sent over all the paperwork, and my bank details should be sufficient for the payout since nothing was deposited and I've already submitted all the documents.
I would like to ask you not to close this case until I have received this payment
Hey all,
Even though the player was paid already , he still haven't provided with the requested CAF form.
We will not continue with this dance any further, we have said all there is to say and made our offer. If the player don't want to take up on the offer, there is nothing much we can do.
We will not reply any further on this thread as this is becoming to be some kind of a a joke, specially from the player side.
If the player would like to recieve the 50 offered, he would need to provide with the missing CAF which he didn't provide yet , even though we did pay him, but for the next withdrawal we would need it.
Best,
Vip team
DaVinci Gold
So, da Vinci Casino, that's enough! You've received all the necessary documents from me. You've even already made a withdrawal, and I've given you my credit card security number. So what's the problem? You can see here in the history that I've released my security number to verify that the payment actually came from me. Besides, it's just a withdrawal, and my regular bank account is sufficient. You also took the money without verifying it.
And by the way, you did not provide me with the form digitally
These people are enriching themselves at the expense of others, all because of €50. This whole drama is happening again, even though I've already received money from them. Everything was there, including the verification number and so on, so you can see that the casino doesn't even look into all this stuff.
And how is Da Vinci Casino? Then just show me your betting history. I only accepted the offer so that this drama would actually stop. You've already transferred something to me. You have a verification number, you have a normal bank account. You saw that the transaction was processed. You received the money, but it hasn't been refunded. Since it's from the credit card, it can't be reversed through the immediate payment. So what's your problem now?
Even if I wanted to, I couldn't get the money back. They took the ten euros from me. It's my account. I've applied for a new credit card because it's broken; my details are sufficient. I've also spoken to the bank, and the ten euros I deposited will stay where they are. There's nothing I can do about it; I couldn't have done it before, either, since it's an immediate payment. But as you can see, the casino is unwilling in any area. They don't provide the necessary statements, they keep looking for excuses, and by now everyone knows that this is anything but serious.
Here's proof: Your money has been received and can no longer be withdrawn. So I'm authorized.
So, you've collected the money. What now? Do I still get the €50 or not? I've had enough of this. Your statement is binding. I've accepted it; it's like a contract under the law. I took photos of everything, wrote down absolutely everything, and looked up the law. It's not necessary to fill out such a form. Since you received a deposit from me and have already made a withdrawal, all the documents must be complete and my account must therefore also contain the correct information. The ten euros have already been booked and are therefore legitimate. And therefore, I ask you to credit the €50 to my bank account, since you have made a binding statement and agreement with me. If you no longer agree to the withdrawal, I reserve the right to take further action against you. Thank you very much. Sincerely.
Here are my documents again. Please transfer the agreed amount of €50 to the account specified. Please use my IBAN as the payment order. Thank you.
An email, no manager. Nothing at all. More from the Obert great casino
Dear bcfuncruisers,
Please refrain from posting your personal banking details in the thread. The images will be removed for your protection.
Dear DaVincis Gold Casino,
I appreciate you are requesting authorization for the player's credit card, but the player states that this card has now been blocked, so I am not sure the request is relevant.
Is it not possible to use the same method of payment as was used previously?
Kind regards,
Adam
I also wanted to make the withdrawal using my regular bank account. That was fine, too. The main thing is to get the money. Isn't that all there is to it?
Hey there,
Even though the player card was blocked - the CAF from is a form where the player uknowledge all deposits made with that card (even if blocked now ) - in our casino, otherwise he can still go to his bank and say: " i didn't made those deposits" and dispute the money deposited. (and we dont need it his other docs as we already got them, ID\UB\CC COPIES). The only missing form is the CAF form.
Asking to fill a CAF form is highly normal last time we paid there was a confusion on our side and he was paid even without us even recieiving the form, we can't allow it again.
The player have got the form a few times via email and still could't find a way to either print it , sign it and scan it back to us NOR digitally fill and sign it - which are very simple ways to get it done.
If the player fails to send the following form to us as requestes a few times, we will not be able to continue with the offers mentioned above.
The player just keeps on argue instead of filing the form and sending to us requested.
At this point there is really not much we can do, we are still bound to compliance regulations and we can't bend them for one single player just cause he complain on a forum. SURELY you guys can understand this. this is not diffrent in following any other of our t&c.
Best,
Vip team
DaVinci Gold
Unfortunately, I did not receive this form by email and when I asked your personal support, I received no response. I still have not received an email from you and a digital one like you told me I could fill it out. Where am I supposed to get it, digitally? I'd be happy to print it out. Send me a form, I'll fill it out, take a photo of it and send it to Da Vinci Gold Support or something because all the other email addresses where I was supposed to send it back came in, unfortunately sending it couldn't be done, I keep getting the same message as you can see in the chat history, so I'm an honest person, unlike your casino. I can also write a document and sign it. You have a copy of my ID with my signature.
Then I need the email so I can print it right away. I have to upload a copy for that. I'd like to get everything done today.
I can show you my complete Web DE history. I haven't received any emails, and there are no emails from this casino in my spam folder either. I would like to fill out the form, and then that's fine, if that works. Even if the card is blocked, then so be it. It's not a problem. It's understandable that if I give out my security number and there's such a fuss about the payout, I'm playing it safe. Who wouldn't do that? The casino always talks about security. It gives us the security that if we win, no one will get our money. You always just want it but don't give it. That's not how life works, dear casino.
So, I have the form. I'm printing it out now. I apologize, too. It was hidden, so I didn't see it. I'm sorry, and I'll fill it out right away and send it to you at Support@daVinciGold.
And just a note. I didn't think we'd hear anything from you at all, and I could have gotten the money back long ago if that were really possible, because I can't simply get my payments made via my mobile phone with my credit card back, but okay, I'll fill it out and send it right away.
We have sent this form completed and saved it on our mobile phone in case any questions arise regarding the form.
Thank you for the update, bcfuncruisers.
Dear DaVincis Gold Casino,
Please let us know when the form has been received and payment has been processed.
Kind regards,
Adam
Hey there,
We have finally recivied the CAF form from the player and we will go ahead and process the withdrawal of 50 as promised.
Will most likley be paid either on coming thursday or first thing next week.
Thanks all.
Best,
Vip team
DaVinci Gold
Thank you, I'll wait and see. I hope Casino Guru does the same.
Hello all,
Many thanks for your responses.
bcfuncruisers, I will of course wait until you have confirmed receipt of the payment before closing the complaint.
Kind regards,
Adam
Cool, thanks, because I still don't understand the whole thing. I think the casino wants to get it over with as quickly as possible, so they have all the necessary documents for the payout, and now it's taking another nine days. Before, everything was quick and everything had to be done quickly, and now with the excitement, it's probably going to take another nine days, so this all seems pretty strange to me. Just pay out the money and please close the case, it can't be that difficult. Well, I'll wait and see, strange casino, then we'll probably have to wait. A liebesguru team
Hello dear Guro team, first of all, I would like to thank you for your help and patience with me. Da Vinci Casino has processed the payout as promised, and I received the money, so I think this matter is settled. Just one more thing. I find the way the casino handles the funds very questionable; their rules are not reputable. I wouldn't accuse anyone of anything, but playing there and hoping for a big win will be in vain at this casino. Thank you for your help, and best regards.
Hello bcfuncruisers,
I am glad to hear you have received the payment and now consider the matter to be settled. We will mark the complaint as 'resolved' in our system. I appreciate your cooperation and confirmation, bcfuncruisers, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time.
Best regards,
Adam
