The player from Italy had issues with the withdrawal process at an online casino due to the verification of a virtual card. The casino had requested a non-existent back of the card and had stopped responding to the player's emails. The Complaints Team had asked the player several questions to better understand the situation and was waiting for the player's confirmation on whether the withdrawal had been successful. Despite extending the complaint's timer by 7 days, the team had not received any response from the player. Consequently, the complaint was rejected, but the player can reopen it if needed.
888 Casino IT - Player's withdrawal delayed due to virtual card verification issues.
Amount: €5,800
888 Casino IT
Safety Index:Very highSafety Index
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 month ago
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2 months ago
Translation
Good day, I have a massive issue. I engaged in sports activity on the 888 casino and won. However, when I attempted to request a withdrawal, because I've got a lot of money on the casino at the moment, I encountered a problem. I made this request over two weeks ago, and the casino asked me to verify the card used for the deposit. As it's a virtual card, I uploaded screenshots of the card, my home banking screen, and a picture of my computer logged into the home banking system. The problem is that the virtual card only has the front with all the data and not the back. The casino keeps asking me for the back of the card, which doesn't exist, seemingly as an excuse to delay the process. I even uploaded an uncensored picture of the entire card to prove it is mine, but to no avail. They have not approved my withdrawal, and now they even stopped responding to me. Instead, they paste a bot-generated response claiming that the email I am using is not associated with the account, which isn't true considering I have all the email history of their promotions, confirmation emails for documents, emails where they request documents, and registration certificates. Please, I need help.
Automatic translation:
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2 months ago
Dear lucyBra,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 888 Casino IT.
Please allow me to ask you a few questions, so I can better understand the situation.
- Have you emphasized to the casino the card you used was virtual, and that the screenshot is the best you can supply?
- Do I understand correctly that the virtual card also displays your name and bank ID number on the front?
- Have you provided unedited screenshots with sufficient information visible?
- Please forward the most recent relevant responses you received from the casino regarding the issue to my email at tomas@casino.guru
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
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2 months ago
Translation
yes I have explained the situation to the casino on a thousand occasions but they don't seem to want to understand, the screenshots and documents provided are of indisputable quality in fact the casino does not provide reasons in this regard, they provided me with an email 17 hours ago which seems to say that they are paying me , I will let you know if I receive the money (I sent you the email)
Automatic translation:
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2 months ago
Dear lucyBra, Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.
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