The player from Denmark has not received their winnings of 2400 kr, despite notifying the casino about their new bank account after the initial payout was sent to an old account. The casino claims they are working on the issue, but the player is still waiting for the resolution.
888 Casino DK - Player's withdrawal has been delayed.
Amount: 2,400 kr.
888 Casino DK
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Case opened
Current status
Waiting for player to reply
6d 21h 47m 47s
Case summary
2 hours ago
Public
Public
1 week ago
Translation
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.
Automatic translation:
Public
Public
1 week ago
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.
Public
Public
3 hours ago
Translation
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.
Automatic translation:
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Public
2 hours ago
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.
Mp406 has 6d 21h 47m 47s to reply
