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Hello, I am asking for advice on whether it makes sense to file a complaint and seek my money. The case is like this, a bank card was registered in my account, with which an amount was withdrawn, but this card is not mine and I did not register it. I reported to Winbet the same day the transaction was made, they asked me for additional identification, I changed my access password. This card is still active on my account, even though it's not mine and the withdrawal hasn't been refunded to my balance. How to proceed? thanks in advance

Здравейте, моля за съвет дали има смисъл да подавам жалба и да си търся парите. Казуса е такъв, в моя профил е регистрирана банкова карта, с която е изтеглена сума, но тази карта не е моя и аз не съм я регистрирал. Сигнализирах на Winbet още същия ден, когато е направена транзакцията, изискаха ми допълнителна идентификация, промених си паролата за достъп. Тази карта все още е активна в профила ми, въпреки че не е моя и изтеглената сума не е възстановена в баланса ми. Как да процедирам? Благодаря предварително

Dear Mavros1981,

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

Do I understand correctly the card ending 1164 is yours and the other card doesn’t belong to you? Did you in any way use the balance coming from the card that doesn’t belong to you for gambling?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear Mavros1981,

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.

Hello,

The card number 1164 with which the transaction was made (money withdrawn) is not mine! I have never registered it in my profile and I have never verified such a card. When I spoke to the support, they claimed that my names were written on the card. I repeatedly told them that I do not have such a card issued by a banking institution. The other card is mine and I have funded the account on the platform.

Здравейте,

Картата с номер 1164 с която е направена транзакция (изтеглени пари) не е моя! Не съм е регистрирал никога в профила си и никога не съм верифицирвал такава карта.Когато говорих със съпорта ми твърдяха че на картата пише мойте имена. Аз многократно им заявих, че аз нямам такава карта издадена от банкова институция. Другата карта си е моя и съм захранвал сметката в платформата.

thanks, Mavros1981, for the clarification.

Since the deposit was made on the 1st of December, did you play in the casino at all? were you able to request a withdrawal on the remaining funds you had in the casino account? Could you please forward any communication you had with the casino support regarding the issue to tomas@casino.guru?

I'll look forward to your reply.

I sent the stuff to the email you mentioned!

изпратил съм нещата на посеочения от вас мейл!

Thanks for your messages, Mavros1981.

If I understand correctly, casino support recommends you change the email for your casino account in addition to changing your password. Do you have any secure email you can use for this purpose? Have you informed the casino about which email you wish to use instead of your previous one?

If I have submitted a new email, they have been notified and the new access is now with the new email.

Да подал съм нов мейл, уведомени са и новия достъп е вече с новия мейл.

Thanks for the update, Mavros1981.

Let me know how the situation develops and if you need help with anything else.

Dear Mavros1981,

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.