Confiscation of casino winnings

Good evening, I need your valuable help, yesterday with my partner we tried to withdraw the amount of 3,000 euros from the betting company in question (n1 casino), so after the deposit that was accepted by my partner's card, we played normally and we decided to withdraw the amount of 3,000 euros,

There we realized that this was not possible and they asked us for identification, which we did correctly. They confiscated the amount and told us to complete the identification to get the money back The identification they asked for was for my partner and not for me, we proceeded to correctly enter the documents we were asked for for the refund to my partner's card which for us is not a problem since we live together, and then they informed us that the amount will not be returned and only the deposit money will be returned to us. (40 euros) claiming a violation of rules that we had been informed about during the transfer agreement during my registration, which is not true because there was no attached link that recorded the specific event, otherwise why would I not insert my own card if I knew about it in advance ? And if, secondly, they claim that they do not accept third-party cards, accounts, etc., why did I accept the deposit and not the withdrawal? And this question that I asked you at the end two hours ago is unanswered by the company's customer service who also talk to us in a bad way and make fun of us in correspondence. Are we talking about people who serve? to mock with infinite ease a couple trying to get their earnings? they ask us if we need them? no instead they mock. Very bad behavior. I would like to know since they accepted the deposit, is this not considered illegal and is it considered withdrawal? Why ? because we won

I would request you to help us in any way you can.

They have disabled my account and confiscated my money.

This is my report to the EEEP do you want me to achieve anything ????

Kalhspera. I am sorry for this situation, you have found yourself in. Unfortunately, it is not unusual that the casinos will only find out, if the card you use to deposit and after try to withdraw, is actually yours, only during the verification. Also it is quite common, that in most of the casinos, I could say, they have a rule where they do not accept third party payments. We always recommend to read the terms beforehand, to prevent any future issues.

I saw your complaint, as well, where Kristina explained everything to you. Please have a look, whenever possible, and you can reply her with any question you have, in case something is unclear to you. We are here to help, so please, do not hesitate to contact us, here on forum either.