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They deny me the withdrawal, because the name of the holder is not shown on the ATM. Despite having provided all the banking documentation in my possession as well as the official bank document certifying that I am the owner. Homebanking screenshot of all deposit transactions made. Owner, IBAN, card number, etc. Can I report them criminally for fraud?

Mi negano il prelievo, perché sul bancomat non è riportato il nome del titolare. Nonostante abbia fornito tutta la documentazione bancaria in mio possesso oltre documento ufficiale della banca che attesta che sono il titolare. Screenshot homebanking di tutte le transazioni di deposito effettuate. Titolare, IBAN, nr carta ecc, Posso denunciarli penalmente per truffa?

Dear Edoardo,

Thank you very much for submitting your complaint and for forwarding relevant screenshots. I’m sorry to hear about your problem. We will contact the casino and ask for their cooperation in resolving your problem, but, before we do so, could you please advise if you have used any other payment method to deposit funds into your account or this was the only one?

Additionally, please forward any relevant communication between you and the casino to petronela.k@casino.guru. I believe we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Dear Edoardo,

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.