The player from Italy is experiencing difficulties withdrawing his winnings due to incomplete account verification. We rejected the complaint because the player didn't respond to our messages and questions.
They deny me the withdrawal, because the name of the holder is not shown on the ATM. Despite having provided all the banking documentation in my possession as well as the official bank document certifying that I am the owner. Homebanking screenshot of all deposit transactions made. Owner, IBAN, card number, etc. Can I report them criminally for fraud?
Dear Edoardo,
Thank you very much for submitting your complaint and for forwarding relevant screenshots. I’m sorry to hear about your problem. We will contact the casino and ask for their cooperation in resolving your problem, but, before we do so, could you please advise if you have used any other payment method to deposit funds into your account or this was the only one?
Additionally, please forward any relevant communication between you and the casino to petronela.k@casino.guru. I believe we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela