The player from Spain had struggled to reopen his account which had been closed due to verification issues related to a lost credit card. Despite having provided a certificate of ownership from his bank, the casino had continued to deny access. The issue began when the player attempted to change his account for a withdrawal. After a series of communications and the player's persistent efforts to resolve the issue, the casino eventually reopened his account. The player confirmed that he had been able to log in and make a withdrawal, effectively resolving the issue.
888 Casino ES - Player's account closure due to lost credit card issue.
Amount: €320
888 Casino ES
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
7 months ago
Public
Public
8 months ago
Translation
Good afternoon, I've been fighting for the past week to reopen my account. They are asking me for a credit card that I lost over a year ago. However, I went to my bank today and they provided me with a certificate of ownership that clearly shows my name and the card number. Yet, they continue to cause me issues. I've been making withdrawals on other websites for over 15 years, and this is the first time I'm having such a frustrating issue. It feels like they just don't want to pay me.
Automatic translation:
Public
Public
7 months ago
Dear alanvilla117,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 888 Casino ES.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please advise when exactly was your account blocked?
- How did the casino inform you about the blocking of your account?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Did you achieve your current balance with or without an active bonus?
- When was the last time you deposited with the card in question in the casino?
- Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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,
Tomas
Public
Public
7 months ago
Translation
Good morning, my account was blocked on Sunday (3-3-2024), I wanted to change my account to make a withdrawal, and that's when the problems began. I recharged on the day
(1-3-2024) €250 through my credit card I bought €100 and €150 from paysafecard in my paysafecard account with my credit card...then recharge at 888.es play poker and casino without any bonus, and when I wanted to withdraw my money, they started asking me for a photo of the credit card that I don't have, because it was lost, that I go to the bank and request a certificate of ownership, I did but it doesn't work for them, I already went to the bank twice, also because For work reasons I can't go to the bank all the time, but I already went twice, I showed them the messages, the very kind girl at the bank took me all the papers they asked for, but now they cling to the fact that I sent them a photo of me credit card, which is impossible because I lost it, I make purchases through my online banking, where my credit card drops these days, so they could send me a new one, it arrived today and I sent them an email, but Since this card is new and changes, the expiration date and the CVV are surely not given to me by the way, I am waiting for their response, what I believe is that they do not want to pay me and they do everything possible to make me give up and leave the money there, because no matter how many papers I have sent, nothing is useful, the truth is I don't know what to do anymore, I haven't made any irregularities for what. Play with my money, as if it were yours.
Automatic translation:
Public
Public
7 months ago
Translation
Player's recent message:
"Hello, they have already reactivated my account and I have been able to log in and make the payment."
Could you please explain if we may consider the issue resolved?
I'll wait for your reply.
Automatic translation:
Public
Public
7 months ago
Translation
Good afternoon, I sent you an email these days! They already opened my account last Friday and I was able to withdraw, Thank you very much for the help and in the end 888.es do pay 😃 Thank you very much for everything
Automatic translation:
Public
Public
7 months ago
Dear alanvilla117,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
