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They didn't pay out my winnings because the 50 euros I deposited were taken from my wife's account. I have a power of attorney over the account and can use it to deposit or withdraw money.

Sie haben mir mein Gewinn nicht ausgezahlt weil die eingezahlten 50 Euro von dem Konto meiner Frau eingezahlt wurden sind. Ich habe eine Vollmacht über das Konto und darf damit Geld Ein oder Auszahlen

Dear marcelvoelkner,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.  

According to our Fair Gambling Codex for Players, https://casino.guru/fair-gambling-codex-for-players:

"Payments

For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations."

Please understand that this rule might have been breached. It's a player’s responsibility to use allowed payment methods only for deposits in online casinos.

If you’re not able to prove that you are a legitimate owner of the payment method and you haven’t received approval from the casino allowing you to use a third-party payment method, I’m afraid there’s not much we can do for you.

• Could you please advise whether you appear as the beneficiary of the bank account in the contract with your bank?
• Is the bank account characterized as a 'joint bank account'?
• Could you please explain what documents the payment method belongs to you that you have provided to the casino?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Thank you very much in advance for your reply and understanding.

Best regards,

Tomas

Dear marcelvoelkner,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.