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I can't withdraw they come up with too many excuses after doing 4 video verification of a card that is in the name of my brother that I used only once months ago, however I did everything I was told but they still don't let me do the withdrawal help me please

Non riesco a prelevare si inventano troppe scusa dopo avere fatto 4 video verifica di una carta che e intesta a mio fratello che ho usato una sola volta mesi fa, comunque ho fatto tutto quello che mi è stato detto ma continuano a non farmi fare il prelievo aiutooo vi prego

Additional comments from the player:

"I sent several emails with the selfie video attached as I was told because it resulted in a payment of a paper headed to my brother for an amount of 20 euros, however I proceeded to make him take a selfie video saying that I used the card credit card registered to him on my gaming account by showing the documents and showing the credit card. still today nothing has been solved .. I find myself fighting to withdraw 4,000 euros honestly won after having paid 3,000 with my card"

Dear Tony0596,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the terms and conditions, and this is what I found (here):

„11.   DEPOSITING

...

The Company does not accept third party payments. You must make deposits only from a bank account, bank cards, e-wallets or other payment methods that are registered in your own name. If we determine during the security checks that you have violated this condition, your winnings will be confiscated and the original deposit will be returned to the owner of the payment account. The Company is not responsible for the lost funds deposited from third party accounts."

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. However, it seems to be a case that should be judged individually as you deposited with third-party payment once only (many months ago) and since then, you used your card to deposit larger amounts.

Could you please forward your cashier history to petronela.k@asino.guru and highlight the disputed transaction? Has your brother an account in the same casino, please?

Thank you very much in advance for your reply.

Best regards,

Petronela 

But I made the deposit only once with my brother's card of 20 euros a couple of months ago ... what about c excuse me? card headed to mr I deposited a lot of money with my card I don't understand what problems there are

Ma io ho effettuato una sola volta il deposito con la carta di mio fratello di 20 euro un paio di mesi fà..che c entra scusa ?posso farle vedere nella cronologia dei depositi glielo evidenzio non ci sono problemi.poi ho usato sempre la mia carta intesta a mr ho depositato tanti soldi con la mia carta non capisco che problemi ci sono

No my brother doesn't have an account in the same casino

No mio fratello non ha un account nello stesso casinò

He told me kyc support that he would solve the problem by sending a selfie video of my brother showing the documents and the card and saying that he was aware that I used the card once for a deposit..I don't really understand the problem where ' And?

Mi ha detto kyc support che avrebbe risolto il problema inviando un video selfie di mio fratello mostrando i documenti e la carta e dicendo che lui era a conoscenza che io ho utilizzato una volta la carta per un deposito..non capisco davvero il problema dov'e?

Petronela where can I send you the screenshots of the payments?

Petronela dove ti posso mandare gli screenshot dei versamenti??

I understand that you have placed only one deposit using your brother's card. Could you please forward your cashier history to petronela.k@asino.guru and highlight the disputed transaction? Thank you very much in advance.

Dear Tony0596,

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.

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 further investigation or suggest possible solutions.

The player can reopen this complaint anytime.