888 Casino DK - Player's withdrawal has been delayed.

I have not received my winnings of 2400 kr. They keep saying they are working on it. Initially, they paid the money to an account I no longer have; I used Trustly to deposit. I was informed that the money was returned. I've received another payout to my new account, and I informed them to do the same. Yet, they continue to say they are working on the issue.

Dear Mp406,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 888 Casino DK.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Is your casino account accessible to you? Can you log in?
• Could you please share screenshots of your withdrawal requests as they appear in your transaction history in your player's account?
• Could you please share with me your communication with the casino and other screenshots supporting your complaint? Share screenshots here or send the information to my email at tomas@casino.guru

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hi, I have sent a reply to your email.

I can't take it anymore, they paid the money yesterday to the wrong account again, even though I nervously asked them to pay it to the one where the 2000 was paid out to and I really struggled to write to their customer service and who wrote to their finance department asking them to contact me, but they didn't and you can't get in touch by phone. I don't know what they're doing there.

Thanks for the update and provided information.

Have you specified to the casino which bank account they need to send your payout to?

Have you deposited in the casino using the new bank account at all?

Thanks in advance for your reply.

Yes I have and I have spent 14 days on it now I have been paid another prize of 2000 kr and it came in without any problems and I have told them that they should send the money to that account. I have a picture of my gaming account where I have made a red circle about the account the money should be paid to

They have transferred the money to the closed account for the third time and I can't see where it went in my gaming account.

Still haven't received the money. They are not in my gaming account or in my account. I am not allowed to get anything in writing. I am not allowed to talk to their manager. Their finance department does not answer me. They still do not answer the phone. Support does not answer my emails. I do not get any answers to my complaints. Their customer service just says that they are pushing them. I have sent a screenshot of the account and drawn it with a red circle so that they could see which account it is because when I wrote it they could not figure it out and yet they have transferred the money to the closed account. So I do not know what else I can do. They just say yes, we are working on it. They have been doing that for 16 days now and the only thing that has come out of it is that they continue to make the same mistake.

Thank you very much, Mp406, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

I was promised yesterday that I would receive the money tonight but I haven't received it now it's been 18 days

Not

Hello there,

Thank you Mp406 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask 888 Casino DK for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

Now I wrote a long rant but wasn't logged in. Well that's because I changed banks, but I won twice and the one of 2000 there were no problems with. I got an email on Friday that I would get the money paid out no later than today but it hasn't happened yet it's a transfer from 17/12 but I also got an email on 18/12 that they had gotten the money back and then they transferred it again. I asked why the transfer from 17/12 is listed as a transfer to the old account and was told they are just historical, but it doesn't say anywhere that they transferred the money again on 18/12 and where. The email I filmed on Friday makes no sense, but I'll send the two emails and a picture of my gaming account to your email and thank you for bothering to help

Hi, I managed to get the money paid out after 19 days of struggle.

Dear Mp406,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Peter