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Hello, they closed my account when withdrawing an amount, they tell me that it will be reviewed by the managers to decide what will happen. I sent them the cards last night I had deposited many times and I made a withdrawal and my account was closed

Здравйте затвориха ми акаунта при теглене на сума казват ми че ще бъде разгледан от мениджърите за да вземели решение какво ще се случи казват ми че съм направил депозит с чужди средства а бях депозирал отпреди доста време от на приятел картата след което си бях верифицирал всички сметки пращах им картите снощи бях депозирал доста пъти при което направих теглене и сметката ми беше затворена

Dear Йонко,

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. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live games, slots, or multiplayer)? Were your winnings accumulated with or without an active bonus?

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

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,

Petronela

I can't remember I've played a lot of games, if you could come in I would answer these questions

Немога да си спомня играл съм доста игри ако можеш да влезна щях да ви отговоря на тези въпроси

Additional comments from the player:

"Hello, I've played a lot of games. My account is from around 2017. In 2018, I'm not sure exactly while I was playing and I lost my profit. It happened because I have deposits from another card that belongs to my friend, I had verified my account and they told me that the first withdrawal should be to his account, but because I saw that I could and mine, I thought that I could now directly in my card but obviously not "

Additional comments from the player:

"Здравейте играл съм доста игри акаунта ми е от околко 2017 2018 година не съм сигурен с точност докато играех и си труоах печалбата ми се активирира бонус от 10 лв но бях натрупал вече сума след което и си ги и превъртях след което направих теглене но не се осъществи понеже имам депозити от друга карта която е на мой приятел бях си верифицирал акаунта и те ми казаха че първото теглене трябва да е към неговата сметка но понеже видях че мога и към мойта помислих че вече ще мога директно в моята карта но явно не"

Do I understand correctly that you have used someone else's credit card to deposit funds into your account?

Please check our Fair Gambling Codex to find out more about useful recommendations for players:

• Only use your own name and correct personal details (address, contact information, etc.) when creating a casino account.
• Only use payment methods (bank accounts, credit cards, etc.) held under your own name.
• When taking advantage of a bonus, be aware that there are certain rules in place for bonus play. These are described in detail in the bonus terms and conditions.
• Don't take advantage of software bugs if you encounter any.

If you’re not able to prove that you are a legitimate owner of the payment method and you haven’t received approval from the casino allowing you to use a third-party payment method beforehand, I’m afraid there’s not much we can do for you. 

With this card which was used as a deposit it belonged to my friend and this deposit was a long time ago and I had verified his documents, the only condition was that in order to be able to withdraw to my card my first withdrawal must be to his account with which I made before once a deposit since then I have not used someone else's card

С тази карта която е използвана за депозит беше на мой приятел и този депозит беше преди доста време и бях верифицирал неговите документи просто условието беше че за да мога да тегля към моя карта трябва първото ми теглене да е към неговата сметка с която преди съм направил веднъж депозит от тогава не съм използвал чужда карта

I made a deposit yes but it was a long time ago since then I have not used any card other than mine for deposits

Правил съм депозит да но беше преди доста време от тогава не съм използвал друга карта освен моя за депозити

Then on 19.05.2022 I make a withdrawal to my account with which I deposited, but because some time ago I deposited with another card I had to make one withdrawal to this card and then close my account

След което на 19.05.2022 правя теглене към моята си сметка с която съм си депозирвал но понеже преди време съм депозирвал с друга карта е трябвало да направя едно теглене към тази карта след което ми затварят акаунта

How is it possible to accept a deposit some time ago from this foreign card of my friend which happens once after which I verify the data and start depositing only with my card but when I request a withdrawal then I can not how I can contact managers to explain the situation what is done in this case I still have deposited an amount I have earned some amount and in the end I can not get anything tell me what I can do to get my account back and the amount I have

Как е възможно да приемат депозит преди време от тази чужда карта на приятеля ми което се случва веднъж след което верифицирам данните и почвам да си депозирам само с моя карта но когато заявя теглене тогава неможе как мога да се свържа с мениджъри за да обясня ситуацията какво се прави в случая все пак съм депозирал сума спечелил съм няква сума и накрая немога да получа нищо кажете ми какво мога да направя за да си върна профила и сумата която имам

Do I understand correctly that you have previously withdrawn funds into your friend's card? Could you please elaborate on why you had to close your casino account and if you really have done so?

No, I didn't draw on his card and I didn't close my account, we can't get along

Не не съм теглил към негова карта и не съм си затворил акаунта неможем нещо да се разберем

OK, so when you deposited with your friend's bank card, you were asked to verify this payment method with his documents, is that correct? Unfortunately, since you were not able to prove that you are a legitimate owner of the payment method, your withdrawal has been declined later, even if the winnings were not accumulated from a third-party deposit.

Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card or this possibility is communicated beforehand.

If you’re not able to prove that you are a legitimate owner of the payment method and you haven’t received approval from the casino allowing you to use a third-party payment method, I’m afraid there’s not much we can do for you. 

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

His documents were verified, his profile is mine, I just once made a deposit from his card to play, after a while I deposited from my card and plowed the withdrawal and it had to go to his card blocked what happens to the amount I have waiting for a call from the site managers

Неговите документи бяха врифицирани профила е мой просто веднъж бях направил депозит от неговата карта за да играя след известно време депозирвам от моя карта и оравя теглене и то трябвале да към негова карта но понеже видях ме мога и към моя пуснах към моя след което акунта беше блокиран какво става със сумата която имам чакам обаждане от мениджърите на сайта

Could you please confirm the following?

• winnings have been accumulated from funds deposited from your payment method
• you requested a withdrawal to your payment method
• you deposited from your friend's card just once and those funds were lost

Thank you in advance.

Dear Йонко,

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 further investigation or suggest possible solutions.

The player can reopen this complaint anytime.