Pamestoixhma non-refund of money and violation of regulations

I would like to request a review of the rejection of my complaint, because I believe that this specific issue has not been assessed on its merits.

I am not asking Casino Guru to decide whether the casino had the right to close my account or whether any terms regarding the use of the cards were violated.

My specific and absolutely clear question is another:

The casino states in its own regulations that, when the use of a third-party payment instrument is confirmed, the amount of deposits/funds must be returned to the legal holder of the payment instrument.

In my case, the total deposits were €790, which were made with cards belonging to my son. I have already sent Casino Guru all the relevant information and evidence confirming the ownership of the cards.

Therefore, I do not understand why my complaint is being rejected, while I am simply asking that the very rule invoked by the casino be applied in practice.

If the casino considers that the specific deposits were unauthorized because they were made with a third-party payment method, then, according to its own regulations, it should have returned the €790 to the legitimate cardholder.

To date, I have not been given clear and sufficient proof that this return took place.

That's why I'm asking Casino Guru to look exclusively at the following:

Has the €790 actually been returned to the legitimate cardholder?

If the casino's answer is "yes", I request that specific proof of the refund be provided, showing at least the amount, date and manner in which it was made.

If the return has not been made, then I consider that there is a completely specific and verifiable issue that needs to be resolved.

I would also like to point out that I have already provided the information requested to confirm ownership of the cards. Therefore, there is no dispute as to who was the owner of the payment instruments.

My request is solely to apply the rule invoked by the casino itself and to prove the return of the original capital of €790 to the legitimate cardholder.

For this reason, please do not reject the complaint without examining this specific issue and without requesting clear proof from the casino that the refund of €790 was actually made.

I am at your disposal for any additional information you may need.

Hello, in my opinion, you ask for something we cannot provide.

"Has the €790 actually been returned to the legitimate cardholder?" Our approach is a bit different; we focus on whether the casino could, under concrete circumstances, void the winnings.

That's, in my opinion, the reason why the complaint request could not be approved.

Is it possible that the other person who posted in the thread "Deposit with a third party card" is related? because I explained more or less the same thing a few days ago.

It may be better to keep your conversation in one thread, since both profiles say the same thing. Thank you.

I would like to clarify once again the specific issue I am requesting to be examined, as it does not concern the cancellation of my winnings.

My complaint concerns exclusively the refund of €790 deposited via third-party cards.

The casino cites its own regulations, according to which, when the use of a third-party payment method is detected, the deposit amount must be returned to the legal holder of the specific payment method.

In my case, however, the amount of €790 has not been received by the legitimate cardholder.

There is even a very important element: the IBAN that was given to the casino and verified by the casino itself belongs to the same person who is the legal owner of the specific cards.

Nevertheless, to date the €790:

have not been credited to the cardholder's verified and legitimate bank account, and

have not been returned to the same cards through which the deposits were made.

Therefore, it is unclear how the casino considers that it has completed the intended refund.

If the casino claims that the €790 has already been refunded, I ask that they present specific evidence proving exactly where the money was paid and that it was actually received by the rightful owner.

Please specify specifically:

the date of return,

the exact amount,

the way back,

the account or card to which the money was sent and

the proof that the €790 was actually credited and made available to the legal owner.

I believe this particular issue is different from whether the casino had the right to void my winnings.

I am not asking for this complaint to determine the issue of winnings. I am asking for an examination of whether the initial amount of €790 was returned, as provided for by the rules invoked by the casino itself.

Since there is a verified IBAN belonging to the same legal cardholder, but the €790 has not appeared in either this account or the cards used for the deposits, I believe that a clear explanation and proof of the alleged refund is needed.

Please, therefore, look into this matter independently of the cancellation of winnings and request clear proof from the casino that the €790 was indeed returned to the rightful owner.

I'm sorry, but this is not going to work: https://casino.guru/forum/general-gambling-discussion/deposit-with-a-third-party-card

What do you mean I lost my money?

I am sorry, but I do not very well understand the question.

I'll try it differently: From the perspective of Casino Guru, we cannot provide what you and the other person asked. Based on the rules, winnings are voided, but the other questions about refunds should be discussed with banking authorities, lawyers or regulators.

Hopefully it helps distinguish between the casino and player relationship and the law or regulatory enforcement field.