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I have submitted all the necessary documents, yet they refuse to credit my winnings. I lost thousands of euros playing without ever being asked for documents, and everything was legal, but now they cite legal issues as a reason not to pay me. They don’t have a phone number for contact to clarify the situation, and in the online chats, they avoid the issue by sending a link that directs me to this site.

Ho mandato tutti i documenti necessari ma non vogliono versarmi i soldi della vincita. Ho perso migliaia di euro giocando senza chiedermi documenti ed era tutto legale, poi per pagarmi non possono perché sorprendentemente parlano di legalità . Non hanno un numero telefonico dove raggiungerli per chiarimenti e nelle chat online aggirano il problema mandando il link per raggiungere questo sito.

Dear RosaMaione,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Could you please advise which documents you have already provided and when exactly you sent the last one? 
• Have you provided all the required documents as soon as possible and in the correct format?

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,

Kristina

If they don't want to pay me the winnings because the identification is not successful, do I have to go to a lawyer and request the Refund of all the money played and lost accepted without identifying me? They blocked the account only now that I requested the winnings

Se non vogliono pagarmi la vincita perché l’identificazione non va a buon fine devo recarmi da un avvocato e richiedere la Restituzione di tutti i soldi giocati e persi accettati senza identificarmi? Il conto lo hanno bloccato solo ora che ho richiesto la vincita

Today I sent more photos with my husband's personal details since they also require the credit card that is in his name. The bank account card is in my name but I don't know why it is not accepted. If they don't want to pay the winnings, can we request through a lawyer the return of all the sums played, and lost on the casino, made on the site that did not comply with the rules in force and making me play without validating my identity? Should I contact the antitrust, the postal police or just the lawyer? Thank you very much for your possible response

Oggi ho mandato altre foto con le generalità di mio marito siccome richiedono anche la carta di credito che è intestata a lui. La carta del conto bancario è intestata a me ma non so per quale motivo non viene accettata . Se non vogliono pagare la vincita possiamo richiedere tramite un avvocato la restituzione di tutte le somme giocate, e perse sul casino, effettuate sul sito che non rispettava le norme in vigore e facendomi giocare senza la convalida dell’identità? Mi devo rivolgere all’antitrust, alla polizia postale o solo all’avvocato? Grazie mille per una sua eventuale risposta

They blocked my account. Is this legal? I feel like I've been scammed. Please I'm waiting for your response

Mi hanno bloccato il conto. É legale tutto questo? Ho la sensazione di essere stata truffata. Vi prego aspetto una vostra risposta

Thank you for your reply, RosaMaione. Do I understand correctly that you deposited with a card that has not been issued in your name?

Have you received any explanation from the casino regarding the blocked account? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

I created this account about a year ago, and since then I have always played. My first credit card deposit was made by my husband on February 24, 2024, the last payment by credit card on July 15 with a deposited and lost amount of about € 3000 without any problem. During this period that I deposited money into an unverified account I was neither blocked nor informed. On August 16 I made the last deposit with the bank in my name (not credit card), which I won. (I won with the money deposited from the card in my name) Only by requesting payment of the winnings they tried to verify the account and blocked it! If it was not allowed to pay with my husband's card why did they not block the account on the first deposit? That is, in February? Why did they collect all the money deposited without problems and without checking whether a minor was playing? We want to proceed by asking for verification of the legality of having allowed an unverified account to play for over a year, with the risk that there could be a minor, of having cashed out over €3000 from a card that they did not legally accept, but only until the request to collect a winnings! If I did not win, would they continue to cash out without problems for other years? Doesn't this seem like a fraudulent way of doing things? My lawyer will return from vacation on September 10th, if by that date we have not managed to sort things out here and have the winnings or have compensation for all the money I paid with an unverified account, therefore not in order, I am forced to proceed legally.

Ho creato questo account circa un anno fa, e da quel momento ho sempre giocato. Il mio primo deposito con la carta di credito l‘ha fatto mio marito in data 24 febbraio 2024, l‘ultimo pagamento con carta di credito il 15 luglio con una cifra depositata e persa di circa 3000€ senza nessun problema. In questo periodo che depositavo soldi su un account non verificato non sono stata ne bloccata ne informata. Il 16 agosto ho fatto l’ultimo versamento con la banca intestata a mio nome (non carta di credito), la quale ho vinto. (Ho vinto coi soldi versati dalla carta intestata a mio nome) Solo Richiedendo il pagamento della vincita hanno provato a verificare l’account e l‘ hanno bloccato ! Se non era consentito pagare con la carta di mio marito perché non hanno bloccato l’account al primo versamento?Cioe a febbraio? Perché hanno riscosso tutti i soldi versati senza problemi e senza verificare se fosse un minorenne a giocare? Vogliamo procedere chiedendo la verifica della legalità sul aver consentito ad un account non verificato di giocare per oltre un anno, col rischio poteva esserci un minorenne, di aver incassato oltre 3000€ da una carta da loro legalmente non accettata, ma solo fino alla domanda di riscossione di una vincita! Se non vincevo continuavano a incassare senza problemi per altri anni? Non le sembra un modo di fare truffaldino? Il mio avvocato tornerà il 10 settembre dalle ferie, se entro quella data non saremo riusciti qui a sistemare le cose ed avere la vincita o avere un risarcimento per tutti i soldi che ho versato con un account non verificato, quindi non in regola, sono costretta a procedere legalmente.

I checked the General T&Cs, and this is what I found:

6.1.2. You are the rightful owner of the money in Your Account and all details provided by you to the Company either during the registration process or at any time thereafter, including as part of any payment deposit transaction, are true, current, correct and complete and match the name on the credit/debit cards or other payment accounts to be used to deposit or receive funds in your account;

8.3. The Company does not accept 3rd party deposits, i.e. a friend, relative, partner, husband or wife. You must deposit from an account/system or credit card that is registered in your own name and ensure that your payment requisites are used for the deposits exceptionally to your own account. You to use the payment details of third parties for the withdrawal of funds, as well as not to provide your payment details for the withdrawal of funds from third party accounts. If we discover during our security checks a violation of this clause, all winnings at the Website will be forfeited and sent back to the Company, and the accounts will be blocked.

Furthermore, please check our Fair Gambling Codex for Players:

Payments

For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations.

Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card or this possibility is communicated beforehand. 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 the player’s responsibility to use only the allowed payment methods.

Since it seems you repeatedly used a third-party payment method, I’m afraid there’s not much we can do for you and we believe the casino acted in compliance with their General T&Cs. At this point I can only recommend that you always use your own payment method(s) to avoid similar situations in the future.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.