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I played online using my partners phone which was linked to her account I withdrew 600 and then placed a bet which I won but the casino refused to payout my winnings and took all money off me but they didn’t just stop deposit when I used it first time round meaning if that was the case why did they let me deposit in the first place if this was not allowed if I had lost they would not have my money back but taken all my winnings

Dear kammy88,

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.

• Let me confirm: Did you utilize your partner's payment method to deposit funds into your account?
• Is your partner the sole legitimate owner of the payment method, or is the phone associated with a joint account?

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

If I did breach any rules or regulations they should not have taken my winnings they should have paid them out as this like stealing on their behalf if the payment was not acceptable why did they allow me to make deposits twice

Hi kammy88,

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 the account verification, which is usually done when a withdrawal is requested. Therefore, it is a player’s responsibility to use allowed payment methods only.

If you used your partner's card to deposit funds into your casino account, she can be able to request a refund.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Dear kammy88,

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 wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.