The player from Portugal has been waiting for a withdrawal for 60 months but faces a blocked account due to issues with a lost debit card. Despite sending IBAN receipts from the same bank and explaining the situation, the casino insists on proof of the original card.
bwin Casino PT - Player's account has been blocked due to an issue with a lost bank card.
Opened
Current status
Waiting for player to reply
5d 6h 20m 28s
bwin Casino PT
Safety Index 9.4 Very highCase summary
Discussion
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Public
2 days ago
Translation
The deposit was made by a debit card that I lost and I had to cancel it and order another one and although I have already sent the IBAN receipts from the same bank, my account is blocked and I can't withdraw my money because they forcibly want me to provide proof of this card even though I have already explained the situation by email and in the casino chat.
Automatic translation:
Public
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yesterday
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yesterday
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Have you provided the casino with any evidence that the payment card you previously used for deposits was lost or cancelled? For example, would it be possible for you to obtain a stamped statement from your bank confirming that you were the holder of the card before it was cancelled?
- How many deposits did you make using this card, and when was the last time you used it to deposit funds into this casino?
- Has the casino suggested any alternative way to verify your ownership of the card?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
