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I deposited 35 euros from my account and won 3000 euros from the bonus and I had 2800 euros paid out. I got an email saying that they were paying it out and then I got an email saying that they needed documents for the payout. However, since I've been with them for almost 2 years and have always deposited and withdrawn from my account and from my husband's account, it has always worked. Now they don't want to pay out my money. They want confirmation from me of the payment I made the next day from my husband's account via Paysef. So far I've deposited almost 5000 euros and withdrawn over 4000 euros. I don't know what the problem is. I'll send you the documents too.

Can you please help me

Ich hab von mein konto 35 euro eingezahlt und habe von Bonus 3000euro gewonnen und 2800euro hab ich auszahlen gelassen hab E.mail bekommen das sie es auszahlen und dann bekomme ich Email das sie unterlagen brauchen für auszahlung da ich aber seit fast 2 jahre dabei bin und hab immer eingezahlt und auszahlung gemacht hab von mein konto und von mein manns konto es hat immer gepasst jetzt wollen sie meine geld nicht auszahlen sie wollen von mir zahlungs bestätigung haben was ich nächste tag eingezahlt hab von manns konto über paysef . Ich hab bis jetzt fast 5000euro eingezalt und über 4000euro ausbezahlt ich weiss nicht wo das problem ist. ich schick ihnen unterlagen auch noch dazu.

Können sie mir bitte helfen

Dear Lidya1989,

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.

Do you only use your husband's account for deposits and withdrawals, or do you have a joint account?

Could you please confirm that you have passed the KYC verification?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Dominika

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hello

No, we don't have a joint account. When I don't have money in my account, I use the money from my husband's account to deposit, but withdrawals only go to my account. KYC verification, what does that mean?

Hallo

nein wir haben kein gemeinschaftskonto wann ich auf mein konto kein geld habe nehme ich von mein manns konto das geld zum einzahlen aber auszahlungen gehen nur an meine konto. KYC-Verifizierung was bedeutet das?

Dear Lidya1989, I have checked the terms and conditions, and this is what I found:

1.5 The Player may only deposit funds into their Player Account that originate from an account or source that the Player is the account holder of and that is actually named as such. If the Player uses a payment method for which the Player is not the account holder, DLSL is entitled to assume that the Player is using their own funds, and Lottoland will not be liable if this is not the case. If the Player uses a payment method for which the Player is not the account holder, Lottoland reserves the right to treat any deposit to the Player Account as invalid (and any winnings resulting from such a deposit as void). Winnings or any withdrawals may be withheld pending verification.

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. Technically it is very difficult to check who’s the owner of the payment method at the depositing stage. This can be checked only during the account verification, which is usually done when a withdrawal is requested. Therefore, it is a player’s responsibility to use allowed payment methods only.

I apologize, but you seriously breached one of the main rules of online gambling. Unfortunately, we aren't able to provide further assistance.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.