The player from Italy has not received their withdrawal of 22,000 euros, with only 20 euros received so far. Due to Postepay bank's international transfer limits, 21,980 euros was re-credited back to the casino, and the player requests confirmation of when they will receive their funds in their 888.it account.
888 Casino IT - Player’s withdrawal has been delayed.
Amount: €21,980
888 Casino IT
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Case opened
Current status
Waiting for casino to reply
4d 21h 43m 15s
Case summary
2 days ago
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1 week ago
Translation
Username E********
Name L*******
I would like to inform you that I have not yet received the money from the withdrawal bank with reference number #7*********** for the sum of 22,000 euros made on 11/19/2024. I have only received 20 euros. The Postepay bank informed me that the sum of money has exceeded the limit of the international transfer of 15,000 euros per year when the payment comes from abroad. I did not know that the payment is from abroad. At the moment I can only receive 14,600 euros.
For this reason the money deposited for the amount of 21,980 euros was credited back to you on 28/11/2024 . Here I send you all the details of when it was sent back.
Day 28/11/2024
Transaction ID 2***************
Status Code CANCELLED.
I would like to inform you that you have all the details of my other bank account which is registered to 888.it and is the one with which I have made and continue to make almost all my money top-ups on 888.it. I have sent all the documents and information on this account including the statement where you can see the IBAN and my personal address here in Italy, in this account if you can make all payments without limits of money via bank transfer, please do not make the payment as Virtual Marketing Service because the bank for security reasons refuses it. Please, I need confirmation on when I will receive the money or when I can see it in my 888.it account. I have written several times and I have not received an answer.
Thank you
Edited by a Casino Guru admin
Automatic translation:
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1 week ago
Dear Elpingu26,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
Have you made any successful withdrawals before?
Could you please confirm that you have passed the KYC verification?
Did you accumulate your winnings with or without an active bonus?
Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.
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,
Dominika
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.
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1 week ago
Translation
Username E********
Complaint 137412
Dear Domikica
Thank you for taking the time to help me solve this case.
I passed all the tests.
I have accumulated my profits without any active bonus.
I received a payment from 888.it of 20 euros without any problems. I also received a further payment on the Revolut account on which I am registered conto.it is where the payment for the missing money should be made. 21,980 euros, just make the payment via bank transfer there will be no problems.
I sent a pdf with some screenshots of emails and chat conversations to your email. Thanks
Best regards
Edited by a Casino Guru admin
Automatic translation:
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1 week ago
Translation
Sorry Domenica, I wrote your name wrong, I didn't notice. Sorry
Automatic translation:
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2 days ago
Thank you very much, Elpingu26, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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.
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2 days ago
Hi Elpingu26,
I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.
Dear 888 Casino IT, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Can you please confirm if the money that the player requested to withdraw was received due to the payment being canceled by the player's bank? Have you processed a new withdrawal to another payment method?
I'm looking forward to hearing from you. If you have any supporting evidence, please send it to my email natalia.b@casino.guru.
Kind regards,
Natalia
888 Casino IT has 4d 21h 43m 15s to reply
