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I've registered on the site with my name, ID number, email address etc and used me and my wife's joint card to deposit money. I made a withdrawal of 900 SEK and was asked to show proof of ID and providing them pictures of my passport, credit card. photo of me. I did so and they immediately closed my account because the card I used doesn't have my name on it. They haven't paid out the 900 SEK and they are keeping the remaining 1900:- SEK om my account. Which means they keep both my winnings and money I deposited, which is a theft.

Dear Hamit,

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. Did you communicate a possibility of depositing funds from a joint card beforehand? Whose name is displayed on the actual card? Lastly, could you please advise if your wife holds an account in the same casino? Have you been asked to provide an evidence that the bank account is registered in your name?

I have checked general terms and conditions, and this is what I found https://gg.bet/en/rules:

"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 agree not 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 that this has occurred, all winnings at the Website will be forfeited and sent back to the Company, and the accounts will be blocked."

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

I realize that it might seem like a lot of inquiries, but all the requested information is essential if we wish to proceed with this case. Thank you very much in advance for your reply.

Best regards,

Petronela

Thank you very much, Hamit, for your reply. I fully understand your frustration. Could you please confirm that you are able to provide an evidence that the bank account is registered under your name as well? It would be much easier to proceed with this case if we could support it with an official bank statement showing that you are one of the account owners. 

Dear Hamit,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Hi! Sorry, I didn't notice your previous reply. I will get the information as soon as I can.

Perfect, I will be waiting for your reply patiently.

Dear Hamit,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.