888 Casino ES - Player experiences account suspension after win.

On Thursday, August 3rd, I played Quantum Roulette at the 888 Casino. I made a deposit of 50€ and after making the deposit, I entered the Quantum Roulette game where I won 400. I was about to make the final bet and then withdraw the money. Well, I didn't even get a chance to do that. As soon as I exited the casino intending to withdraw, my account was temporarily disabled. I called in and a man told me there had been an issue with a card transaction. On Friday, August 4th, he informed me that it would take 72 hours to get a response, which turned out to be false. Five days have passed and I have yet to receive any response. What's funny is that this has only happened to me at this casino. I've been to several other casinos and this is the first time my account has been disabled and it has taken so long to receive a response to resolve this issue. I was perplexed when I wasn't allowed to enter the game again, especially after I deposited 50 and everything was going smoothly until I won 400 and my account was disabled due to a supposed issue with a 20€ transaction on my card. Best regards,

Hello Arturo26,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 888 Casino ES. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about? What was exactly wrong with the card payment - could you specify?

Looking forward to your answer.

Regards,

Nick

Good morning. I made a deposit of €50 with my bank card. I have withdrawn more times in the casino and it has reached my bank account without problem, with which the account is verified. The day I called, a guy answered me and told me that there was a conflict in an operation with the card for an amount of €20. I cannot see what day it was verified since I cannot access my account, when accessing it tells me that it has been temporarily disabled and that I contact them. The last email I received was last Friday. They told me that my case was already in the corresponding department. I hope you can help me. It is the first time that it happens to me. All the best

Hello Arturo26,

As such verification checks may take up to 14 day which has now passed, could you please advise if there's been any update in your case? Did you contact the casino since your last post here?

Dear Arturo26,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.