The player from Portugal had been waiting for a withdrawal for 60 months but faced 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 insisted on proof of the original card. The player was asked to provide additional evidence, such as a stamped bank statement confirming card ownership, but failed to respond to these requests. Consequently, the complaint was closed due to lack of communication, with the option to reopen it if the player decided to engage again.
bwin Casino PT - Player's account has been blocked due to an issue with a lost bank card.
Closed
Our verdict
Player stopped responding
Amount: €700
bwin Casino PT
Safety Index 9.4 Very highCase summary
Discussion
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1 month 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:
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1 month ago
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1 month ago
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
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1 month ago
Dear AlexAbrantes78,
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.
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4 weeks ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Veronika
Casino.Guru
