Romancasino - Auf dem Konto des Spielers befinden sich nicht autorisierte Einzahlungen.

The casino has collected funds even though the deposits came from third parties. The deposits were not verified and are illegal.

Das Casino hat Gelder eingenommen obwohl die Einzahlungen von Dritte stammen. Die Einzahlungen wurden nicht geprüft und sind unrechtmäßig.

Dear Ramona1987, 

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:

You may only use your own personal credit/debit card or another payment method to fund your account. The name appearing on the credit cards, or registered on the payment accounts used for deposits or payouts must correspond to the name registered on your account.

Furthermore, please check our Fair Gambling Codex for Players https://casino.guru/fair-gambling-codex-for-players: 

"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. 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. 

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. 

Thank you very much in advance for your reply and understanding. 

Best regards, 

Veronika

I don't understand the question exactly? What should I prove now

Ich verstehe nicht genau die Frage? Was soll ich jetzt beweisen

The casino can certainly check the deposits. I had another problem in December and the commission decided in that case that the casino was obliged to refund the money.

Der Casino kann sehr wohl die Einzahlungen prüfen. Ich hatte nämlich ein weiteres Problem im Dezember und die kommision hat in dem fall auch entschieden das das casino in der Pflicht ist das Geld zurück zu erstatten.

It is important to understand that, as per the casino's policies, it is your responsibility to ensure that all deposits are made using payment methods that belong to you. The casino does not verify the ownership of the payment method until a withdrawal request is made, at which point the player is required to complete the full KYC (Know Your Customer) verification process.

Given that you have used payment methods that do not belong to you for your deposits, unfortunately, we are unable to assist you with this matter further.

Please let me know if there is anything else we can assist you with.

The casino is not allowed to keep money that does not legally belong to it. You cannot even contact an inspection authority for this casino because they do not have a license. I cannot understand why you still support such black sheep!

Das Casino darf nicht Gelder einbehalten die ihm nicht rechtmäßig gehören. Bei diesem Casino kann nicht mal eine Aufsuchtsbehörde kontaktiert werden da die keine Lizenz haben. Ich kann nicht verstehen das solche schwarze Schaffe noch von euch unterstützt werden!

Dear Ramona1987,

Thank you for your response.

I understand your frustration, and I want to clarify that we, at Casino Guru, are committed to advocating for fair practices and responsible gaming. However, we also have to follow the established policies of the casinos we work with. In this case, it is clear that using payment methods not belonging to you violates the casino’s terms, which is why we are unable to assist you in this matter further.

As for the casino's licensing status, the casino had a valid Curacao CIL license that expired on January 31. Currently, we are investigating if they have a new license issued by another licensing authority.

I apologize, but for the reasons I outlined in my previous responses, this complaint will now be closed. 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.

Best regards

Veronika