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Withdrawal cancelled and funds voided because of usage bank account from me and my wife.

Dear DonChivas,

Thank you very much for submitting your complaint. Thank you very much for submitting your complaint. Unfortunately, based on the current description of the events, I’m unable to assist you with this case and will need more information. Could you please elaborate? Did the casino confiscate your winnings because you deposited with a payment method that belongs to your wife? Or do you have a joint account?

I will be patiently waiting for your reply.

Best regards,

Kristina

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

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I have a joint account

Thank you for your reply, DonChivas. Could you please provide evidence that you and your wife are both legitimate owners of the bank account? You can send it to my email address.

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Dear DonChivas,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

What kind of proof do you mean exactly? Because in your policy you state that you will never aak any personal information @ Casino Guru

While we usually do not ask for private information, in some cases, we need supporting evidence. Casinos, in general, do not allow players to use third-party payment methods; therefore, we need proof that you indeed used a payment method that belongs to you.

Dear DonChivas,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Kristina
Casino.Guru