888 Casino IT - Player's withdrawal delayed due to virtual card verification issues.

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.

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

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)

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.

Dear lucyBra,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.