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On April 30th I had €400 paid out from the WINNINGZ online casino. Unfortunately I accidentally entered my old IBAN. The bank account was deleted at the beginning of the year. I informed the casino of this. I then sent them proof from the bank, bank statements etc. that I hadn't received any money and I sent it to them. Now they are demanding bank statements again from April 30th even though I have already sent them all of this. I have sent them all of the proof and it still doesn't add up. The money should have been automatically sent back to the sender, but they say they haven't received anything. My question now is what should I do next. I am asking for your help.

Ich habe am 30 april beim online casino WINNINGZ 400€ ausbezahlen lassen leider habe ich ausversehen mein alten Iban eingegeben das bankkonto wurde anfang des jahres gelöscht das habe ich dem casino auch mitgeteilt dann habe ich ihnen auch noch beweise geschickt von der bank kontoauszüge etc das ich kein geld bekommen habe und es ihnen auch geschickt jetzt verlangen sie wieder kontoauszüge ab dem 30 april obwohl ich ihnen das alles schon geschickt habe alle beweise habe ich ihnen geschickt und es passt trotzdem nicht das geld müsste automatisch an den absender wieder zurück geschickt worden sein die sagen aber sie haben nichts bekommen jz ist meine Frage wie soll ich weiter vorgehen ich bitte sie um hilfe.

Dear LAZAR77,

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.

• Have you made any successful withdrawals before?
• Could you please provide proof that your bank account has been closed?
• Did the casino give you a transaction ID?

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,

Kristina

Dear Kristina,

This was my first withdrawal from this casino. I have several confirmations that my account was deleted, which I'm attaching here. Yes, the casino sent me the transaction ID. Now they've also asked me to send the deposit to their casino, or rather a bank statement of the deposit, which I also sent.

Best regards

Lazar

Liebe Kristina,

Das war meine erste Auszahlung in diesem Casino. Ich habe mehrere Bestätugungen dass das Konto gelöscht wurde die schicke ich hier rein. Ja das Casino hat mir Transaktion ID geschickt. Jetzt haben sie auch von mir verlangt die Einzahlung in Ihrem Casino zu schicken bzw ein Kontoauszug der Einzahlung was ich auch geschickt habe.

Liebe Grüße

Lazar

Thank you very much for your reply, LAZAR77. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear LAZAR77,

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.

Dear Kristina!

I wrote you an email.

Best regards

Lazar

Liebe Kristina!

Ich habe Ihnen eine Email geschrieben.

Liebe Grüße

Lazar

Dear Ms. Kristina!

I received the money from the casino today.

Best regards

Lazar77

Sehr geehrte Frau Kristina!

Ich habe heute das Geld von dem Casino erhalten.

Liebe Grüße

Lazar77

Dear LAZAR77,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Kristina

Casino.Guru