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I was inexplicably blocked my account pending verification after requesting a withdrawal .. after reading many reviews I am really worried that they will not process my withdrawal and that they will scam me ..

Mi è stato inspiegabilmente bloccato l'account in attesa di verifica dopo la richiesta di prelievo..dopo aver letto molte recensioni sono veramente preoccupata che non evadano il mio prelievo e che mi truffino..

Dear Annamosca73,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live games, slots, or multiplayer)? Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Additional comments from the player:

"The account under the nickname Annamosca73 was opened on 10 July, the data verification is regularly passed, I have played slots and have not accumulated a win through bonus balance but real balance. I am already in constant contact with the Nomini department who makes me understand that the problem was the deposits made by a third party, having said that they asked me for the data of the aforementioned and even here everything is ok but we are stalled due to a photo that I do not have of a card registered on the account (always of the third part) which has now expired on 08/2022 .. I no longer even have the aforementioned card as it has expired and has been replaced ... and in time the account is still closed ... I await an answer "

Additional comments from the player:

"L account sotto il nickname Annamosca73 è stato aperto il 10 luglio,la verifica dei dati e regolarmente passata,ho giocato a slot e non ho cumulato una vincita tramite saldo bonus ma saldo reale.Sono gia in contatto costante con il dipartimento di Nomini che mi fa capire che il problema fossero i depositi effettuati da una terza parte,detto questo mi hanno chiesto i dati della suddetta e anche qui tutto ok ma siamo fermi allo stallo per via di una foto che non posseggo di una carta registrata sull account(sempre della terza parte)che è ormai scaduta in data 08/2022..non ho piu neanche la suddetta carta poiche è scaduta ed e stata sostituita ...ed in tanto il conto rimane ancora chiuso...attendo risposta"

Thank you very much, Annamosca73, for the update. Do I understand correctly that you deposited funds into your casino account using a third-party payment method?

And

Si

And

Si

Thank you, Annamosca73, for your reply. Please understand that to deposit funds into your casino account using a third-party payment method is strictly prohibited in the majority of online casinos. I have checked the general terms and conditions of this specific gambling establishment, and this is what I found (here):

Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing funds from a joint card. Would you be able to prove that you are a legitimate owner of the payment method?

Technically it is very difficult to check who’s the owner of the payment method at the depositing stage. This can be checked only during account verification, which is usually done when a withdrawal is requested. Therefore, it is a player’s responsibility to use allowed payment methods only. Looking forward to hearing from you.

Dear Annamosca73,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I no longer need help, the problem has been solved very well by the assistance

Non necessito piu di aiuto il problema e stato risolto egregiamente dall assistenza

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Annamosca73, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru