I honestly don't know why casinos under the same management as this site are causing problems for me. This particular one refuses to pay me, claiming that I used a third party's card. I have been playing in casinos for years and I know very well that using someone else's information is not allowed and breaks the rules. I spoke with them today and they simply closed the chat and froze my account for this reason! I need your help, casinoguru. I am having problems with this site as well as others under the same management!

Dear leandrog532,

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 kindly provide information on the number of payment methods you have utilized to deposit funds into your casino account? Are all of these methods registered under your name? Have you ever used joint accounts for depositing purposes? Additionally, what leads you to believe that the casino asserts the use of a third-party payment method?

If there’s any relevant communication, please forward it to [email protected].

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

Dear leandrog532,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.