The player from Germany is experiencing difficulties withdrawing her winnings due to incomplete payment method verification. Player’s complaint has been resolved successfully.
888 Casino - Player’s struggling to complete the verification.
Amount: €300
888 Casino
Safety Index:Above averageSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
Public
Public
3 years ago
Translation
I created an account with 888. 40 euros deposited, 300 euros won.
Since I've been trying to cash this out, I've had the theater.
Account verified, e-mail address confirmed, now only the verification of the bank account is missing and this has not worked for 4 days.
The payout account is definitely the same IBAN and BIC as on the account statement for verification.
However, it has been rejected for 4 days on the grounds that the account of the payout would not match the account statement.
In the chat, people keep telling me to upload the documents again, but they keep getting rejected.
Automatic translation:
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3 years ago
Dear Vanessa,
Thank you very much for submitting your complaint and for forwarding relevant screenshots. I’m sorry to hear about your problem. We will contact the casino and ask for their cooperation in resolving your problem, but, before we do so, could you please advise if you have used any other payment method to deposit funds into your account or this was the only one?
I believe we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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3 years ago
Translation
Thank you for the answer, Petronella.
I used a ViSA card to pay in, but could only select "wire transfer" as the withdrawal method.
I just wrote to customer service again and they said it was because I didn't upload a photo from my credit card.
Unfortunately nobody told me that before.
So I've just sent a photo of the credit card and again the statement of my account including Iban, BIC, name, address and name of the bank.
For me, the reason was simply wrong that the bank statement had a different Iban and BIC than the selected payment method. (As I said, I had no choice of the payment method)
The problem seems to be a very different 🙂
I thank you for your trouble
Automatic translation:
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3 years ago
I understand your frustration, Vanessa. I will set the timer for additional 3 days and if there’s no development by Thursday, we will intervene. Let’s stay positive and wait for good news regarding your withdrawal. Thank you in advance for your patience.
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3 years ago
Translation
Hello,
it was due to the credit card that was not verified.
After that everything went very quickly and the money was already in my account by Tuesday.
Nevertheless, thanks 🙂
Automatic translation:
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3 years ago
Great news. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thank you very much, Vanessa, for your confirmation and please don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
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