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Dear, I have a problem with the withdrawal of my funds, here in Chile my Chilean rut (identification number) ends with a letter k, and when it asks me to enter all the data of the bank account, it throws me an error, like this try with the. Account of my husband and his data and the first transaction for 70,000 clp. Then I tried again with my data and I couldn't, and I tried with my husband's to withdraw all the money and he was blocked because he wasn't the account holder. I need help please I already sent mail and I don't get any response

Estimados, tengo un problema con el retiro de mis fondos, aquí en Chile mi rut chileno (número de identificación) termina con una letra k, y al momento que me lo pide ingresando todo los datos de la cuenta bancaria, me arroja error, así que intente con la. Cuenta de mis esposo y sus datos y la primera transacción por 70.000 clp. Luego intenté nuevamente con mis datos y no pude, E intenté con la de mi esposo retirar todo el dinero y quedó bloqueado por no ser el titular de la cuenta. Necesito ayuda por favor ya envíe correo y no obtengo ninguna respuesta

Dear Jelimar,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that you have breached one of the main online casino rules, which is that you must always use a payment method that has been issued in your own name. I checked the T&Cs and I found this:

"8.3. The Company does not accept 3rd party deposits, i.e. a friend, relative, partner, husband or wife. You must deposit from an account/system or credit card that is registered in your own name and ensure that your payment requisites are used for the deposits exceptionally to your own account. You agree not to use the payment details of third parties for the withdrawal of funds, as well as not to provide your payment details for the withdrawal of funds from third party accounts. If we discover during our security checks that this has occurred, all winnings at the Website will be forfeited and sent back to the Company, and the accounts will be blocked."

Did you inform the casino about your withdrawal problems? Do I understand correctly that the withdrawal of 70,000CLP has been processed to your husband's bank account?

Additionally, please, forward all the relevant communication between you and the casino to kristina.s@casino.guru.

Looking forward to hearing from you.

Best regards,

Kristina

If correct estimate, inform the casino by mail but I do not get a response, if I could withdraw only 70,000clp to my husband's account. The rest of the money was blocked.

Si estimada correcto, informe por correo al casino pero no obtengo respuesta, si pude retirar a la cuenta de mi esposo solo 70.000clp. El resto del dinero quedo bloqueado.

Thank you for your reply, Jelimar. I am sorry, but you have breached a very strict AML rule that has to be followed in every casino. We also share our standpoint regarding such situations in our Fair Gambling Codex:

"Payments

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."

I understand that you couldn't use your own payment method, however, that doesn't mean that you should use someone else's without consulting it with the casino.

I apologize, but we are not able to support you further in this case. Please, do not hesitate to let me know if there is anything else I could help you with, otherwise, I will be forced to reject this complaint. Thank you for understanding.

Dear Jelimar,

We are extending the timer by 7 days. If there is anything else we could help you with, let us know, otherwise, we will reject your complaint.

Unfortunately, we’re forced to reject this case due to its nature and because the player has stopped responding to our messages and questions.