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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.

Estou há 5 anos com saldo real de 700.05€ ganhos com depósito e através de jogar Slots.O depósito foi efetuado por um cartão débito que perdi e tive de cancelar e mandar vir outro e apesar de já ter enviado os comprovativos de IBAN do mesmo banco tenho a conta bloqueada e não consigo retirar o meu dinheiro porque querem á força que forneça o comprovativo desse cartão apesar de já ter explicado por e-mail e no chat do casino a situação.

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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

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.

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