888 Casino - Player's account has been closed over shared Paysafe account.

Hello, I have been waiting over 2 weeks now on my withdrawal. My account has been closed as I had used a paysafe account which was not my name. The reason for this is because this is my brother in laws account that we would share. The reason for sharing this account is because I cannot make my own as it is my email on this paysafe account. I have been told to send verification details of my name on the paysafe account but I cannot do that because it is not my name, only my email which is used on my casino account and the paysafe card. However I can send verification of 

the email adresss used on the casino account and paysafe card

Bank statements showing I made transactions to that paysafe acccount 

Transaction statements on the paysafe account that match the deposits made on the casino account

My driving licenses

My bank account

my issue is that they allowed me to deposit about £450 through this deposit method but as soon as I try to withdraw the funds they disable my account and will not contact me back!

Dear nicole125,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 888 Casino.

 According to our Fair Gambling Codex for Players https://casino.guru/fair-gambling-codex-for-players:

"Payments

For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations."

Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card or this possibility is communicated beforehand. Technically it is very difficult to check who’s the owner of the payment method at the depositing stage. This can often be checked only during the account verification, which is usually done when a withdrawal is requested. Therefore, it is a player’s responsibility to use allowed payment methods only.

If you’re not able to prove that you are a legitimate owner of the payment method and you haven’t received approval from the casino allowing you to use a third-party payment method, I’m afraid there’s not much we can do for you.

If you wish to enjoy online gambling in the future without issues, I would recommend you use your payment method in your name exclusively, such as your bank account.

Thank you very much in advance for your reply and understanding.

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

Dear nicole125,

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.