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Hello, I deposited 25 euros on Thursday, November 18th, 2021, but not with my account but accidentally with my partner's account. I noticed it after a few minutes and immediately reported to the support and asked if there would be a problem with possible payments. At first I was only told that I should upload my documents and those of my partner. After a few hours they were already verified. Then the support wrote again to ask if I can continue playing normally. I was told everything was positive and I could cash out and play. Then I made a withdrawal of 300 eiro. And again I wrote the support and asked if there were any problems because of it. I was told again that everything was fine and that I could pay off normally, which I then did. I left 100 euros to continue playing, then came up to over 1000 euros and gave another 1000 for payout. And again I wrote to the support and to whether everything was really ok with the account and how long such a payout would take. I was told everything was fine again, that would be on it within 24 hours. The next thing came the surprise and everything was canceled and the money withdrawn because I broke the rules. What I do not understand why I was told 3 clearly before everything is ok and verified and I can withdraw? I find absolute cheek and no answer is given to me. I hope you can continue helping me there. LG

Hallo, ich habe am donnerstag den 18.11.2021 25 euro eingezahlt aber nicht mit meinem konto sondern versehntlich mit dem konto meines Lebensgefährten. Habe es nach paar minuten bemerkt und sofort dem support gemeldet und gefragt ob es problem geben würde bei möglichen auzahlungen. Mir wurde zunächst nur gesagt das ich meine dokumente und die meines lebensgefährten hochladen soll. Nach einigen stunden waren die schon verifiziert. Darauf hin schrieb den support nochmal, um zu fragen ob ich ganz normal weiter spielen kann. Mir wurde gesagt es alles positiv verfiziert und ich könnte auszahlen und spielen. Dann habe ich erst eine auszahlung von 300 eiro gemacht. Und wieder habe ich den support geschrieben und gefragt ob deswegen probleme gibt. Mir wurde wieder gesagt alles sei kein problem und ich könnte ganz normal auszahlen, was ich dann getan habe. 100 euro habe gelassen um weiter zu spielen, bin dann auf über 1000 euro hochgekommen und hab weitere 1000 zur auszahlung angegeben. Und wieder schrieb ich den support und zu ob mit dem konto wirklich alles ok sei und wie lange so eine auszahlung dauert. Mir wurde wieder gesagt alles gut das sei innerhalb 24 stunden drauf. Am nächsten kam dann die überraschung und alles wurde storniert und das geld abgezogen, weil ich gegen regeln veestossen habe. Was ich nicht verstehen warum mir vorher 3 deutlich gesagt wurde alles ist ok und verifiziert und ich könne auszahlen? Finde ich ein absolute frechheit und mir wird dadrauf keine antwort gegeben. Ich hoffe ihr könnt mir da weiter helfen. LG

Dear Julia,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked terms and conditions, and this is what I found:

„The Company does not accept third party payments. You must make deposits only from a bank account, bank cards, e-wallets or other payment methods that are registered in your own name. If we determine during the security checks that you have violated this condition, your winnings will be confiscated and the original deposit will be returned to the owner of the payment account. The Company is not responsible for the lost funds deposited from third party accounts."

Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card or this possibility is communicated beforehand. Technically it is close to impossible to check who’s the owner of the payment method at the depositing stage. Therefore, it is a player’s responsibility to use allowed payment methods only.

Furthermore, I checked your attachments and I haven't found any confirmation from the casino that you are allowed to use a payment method that doesn't belong to you, nor that you can continue playing after making such a deposit. In order to proceed with this complaint, please forward the confirmation to kristina.s@casino.guru (or alternatively post it here).

Thank you very much in advance for your reply.

Best regards,

Kristina

Dear Julia,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.