The player from Germany had her account closed after being accused of depositing with someone else’s card. The issue was resolved, the player got her deposits back.
The casino blocked my account saying I was using a bank account owned by someone else. But that is utter nonsense, bank card, online banking, my name can be seen everywhere.
Dear Nadia,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for supporting evidence, but, before we do that, please could you forward any relevant communication between you and the casino to petronela.k@casino.guru? Furthermore, could you advise if you have used a joint bank card when depositing funds into your account, or you’re the only bank account owner? I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
Hi there.
I will send the documents to the specified email address.
The bank card and the account are only in my name. My friend also has an account with VR Bank. We can see both accounts at login. The casino asked where the other name came from when making the deposit. I suspect it is a Trustly mistake ?! In any case, it can be clearly seen on all documents that the account only belongs.
Thank you and best regards
Thank you very much Nadia for providing all the necessary information. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Hi Nadia,
I looked at the emails and pictures you sent to us. From my perspective it does look like you are the owner of the account. I will contact the casino and see what can be done.
Hi Nadia, Hi Casino Guru Team,
Please note we have started an investigation on this matter and we shall reply on this topic as soon as we got news from Financial department.
It is in our interest to have happy customers, so if this was a mistake we will fix it accordingly very fast.
Thank you for letting us know on this matter,
Zet Casino
Dear Nadia, Dear Casino Guru Team,
Please note our Financial department analyzed this case again. We have solid evidence showing customer in cause used someone else's bank account, which is a breach in terms and conditions.
Having said this, customer account will remain closed as per terms and conditions breaching.
However, in good faith terms we will reimburse the deducted amount in this case, in value of €430. We have manually sent these funds via bank wire.
We hope this solves the case in a good matter and both the customer and Casino Guru teams are happy with the outcome.
Let us know if anything else is needed from our end.
Thank you,
Zet Casino Team