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.
