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Good morning I made a withdrawal of €3500 after a big win and with my profile I made the withdrawal to my girlfriend's Apple Pay, the payment had been confirmed and then after three days entering my profile I read that it had been temporarily blocked without me having done anything, I don't know how to solve it and above all how to get my money!

Buongiorno ho fatto un prelievo di 3500 € dopo una grande vincita e col mio profilo li ho fatto il prelievo all’Apple Pay della mia ragazza, il pagamento era stato confermato e poi dopo tre giorni entrando sul mio profilo leggo che era stato temporaneamente bloccato senza che avessi fatto nulla, non so come risolvere e soprattutto come avere miei soldi!

Dear v6ksvhvspq,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. I have checked the terms and conditions , and this is what I found:

"to have provided 888 Italia Limited during the registration and execution phase of the Gaming Contract or subsequently, including during the deposit operations, true, updated, correct and complete personal data. The player is required to immediately communicate any changes to the data provided to 888 Italia Limited. In the event that the player uses a credit/debit card or other forms of payment of which he is not the holder, 888 Italia Limited will consider that he has received prior, complete and sufficient consent to use such instruments for the purposes reported herein by the legitimate holder and/or the person whose name is used on such means of payment, declining any liability with respect to the improper use of such forms of payment. 888 Italia Limited reserves the right to request the player to provide additional documents to verify the information relating to the means of payment used to top up his gaming account and, based on the results of these checks, to continue the existing contractual relationship in line with the provisions of the Gaming Contract;"

Furthermore, please check 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 violated. 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 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.

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

Best regards,

Dominica

Dear v6ksvhvspq,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the terms and conditions, and this is what I found: 

 „di aver fornito a 888 Italia Limited durante la fase di registrazione ed esecuzione del Contratto di Gioco ovvero successivamente, anche durante le operazioni di versamento, dati personali veritieri, aggiornati, corretti e completi. Il giocatore è tenuto a comunicare immediatamente qualsiasi cambiamento dei dati forniti a 888 Italia Limited. In caso il giocatore utilizzi una carta di credito/debito o altre forme di pagamento di cui non è titolare, 888 Italia Limited riterrà che abbia ricevuto il consenso preventivo, completo e sufficiente per utilizzare tali strumenti per gli scopi qui riportati dal legittimo titolare e/o dalla persona il cui nome è utilizzato su tale mezzo di pagamento, declinando ogni responsabilità nei confronti dell’utilizzo improprio di tali forme di pagamento. 888 Italia Limited si riserva di richiedere al giocatore di fornire ulteriori documenti per verificare le informazioni relative al mezzo di pagamento utilizzato per ricaricare il proprio conto di gioco e, sulla base dei risultati di questi controlli, di proseguire il rapporto contrattuale in essere in linea con le disposizioni del Contratto di Gioco;" 

Furthermore, please check 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 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.

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

Best regards,

Dominika

Dear v6ksvhvspq,

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.