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Hello, I am unable to withdraw from my gaming account!

I wait for a business day and the casino sends me a notification stating that I have to prove the veracity of my card but I can't find any box in which to do it!

I made deposits from two bank accounts, one of which is not mine! But the casino let me do it.

what should i do to withdraw my sum?

Buongiorno, non riesco ad effettuare il prelievo dal mio conto di gioco!

aspetto un giorno lavorativo e il casinò mi manda una notifica in cui c’è scritto che devo dimostrare la veridicità della mia carta ma non trovo nessuna casella in cui farlo!

ho effettuato versamenti da due conti bancari, di cui uno non mio! Ma il casinò me lo ha lasciato fare.

che devo fare per prelevare la mia somma?

Dear ippoangelini98, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you tried contacting the casino to ask for assistance with uploading the documents?

Did the casino inform you that you are not able to withdraw your winnings because you used a payment that has not been issued in your own name? I would like to emphasize that the casino can confiscate your winnings for this reason, and we are unable to help in such cases.

Looking forward to hearing from you.

Best regards, 

Kristina

Hi kristina no the casino has not informed me of anything! If I had known that it was not possible I would have made payments only from my account without problems!

I still managed to send the documents for verification, and I forwarded both papers.

I just don't know how to withdraw that money. I hope you can help me

Ciao kristina no il casinò non mi ha informato di nulla! Se avessi saputo che non era possibile avrei effettuato pagamenti solo dal mio conto senza problemi!

sono comunque riuscito a mandare i documenti per la verifica, e ho inoltrato entrambe le carte.

non so proprio come fare per prelevare quei soldi. Spero possiate aiutarmi

Thank you very much for your reply, ippoangelini98. Before we move forward with this complaint, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru, if there is any? Alternatively, you can post it here. Thank you in advance.

Dear ippoangelini98,

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

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

The player can reopen this complaint anytime.