The player from Italy had won approximately 10,267 euros and had successfully submitted documents for verification. However, his withdrawal request was repeatedly reversed, and his account was eventually suspended. Despite having waited the suggested period, the casino did not process the withdrawal or provide justification for the delays. After our intervention, the casino stated that the player needed to complete their verification process. The player then received a notification from the casino that his withdrawal would be processed. He later confirmed that he had received his winnings. We had therefore marked this complaint as resolved.
888 Casino IT - Player's withdrawal is delayed.
Amount: €10,267
888 Casino IT
Safety Index:HighSafety Index
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8.9
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
11 months ago
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11 months ago
Translation
Good evening,
I opened an account with 888 casino on March 28, 2023. After depositing approximately 400 euros using my personal Paypal and lost the real balance, I was lucky enough to win roughly 12000 euros from the bonus balance in live baccarat. I was then able to successfully convert this bonus into a real balance totaling 10267 euros. I went on to submit my identification document, which was accepted, and requested withdrawal of all funds. However, on the following day, my withdrawal was reversed and they began to request several additional documents including a new identification document, proof of residence and Paypal ownership. Despite the chat representatives affirming all documents were approved, on May 4, 2023, the operations department suspended my account without providing a concrete reason, leaving my money in the gaming account. It was suggested in chat that I wait for 180 days from official suspension and then request withdrawal of the funds. On November 5, I sent an email to both the support and transactions department requesting withdrawal of the funds, citing the legal timeline of 6 months. On November 17, the department requested a fund withdrawal assuring that it would be approved by November 20, but this didn't happen. I subsequently sent numerous emails, all unanswered, and requested the chat agents escalate the matter (though they didn't receive a response from the department). On December 9, the withdrawal was even reversed without any justification. The same was subsequently requested by a chat operator for which I promptly provided my IBAN. Yesterday, the customer service manager filed a complaint to the department to resolve this situation as soon as possible. I am opening this complaint because I suspect they will no longer respond (even though it is their duty to justify this delay, good or bad). I have also attached a few emails that corroborate my above statements. I therefore need your assistance and hope for a resolution. If not, I might have to consider legal recourse. I hope you can assist me!
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11 months ago
Dear Mirkko56,
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. Do I understand correctly that you are able to access your casino account again? If yes, could you please post a screenshot of your withdrawal/transaction history here in this thread? Have you made any successful withdrawals before?
Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it 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,
Kristina
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11 months ago
Translation
Hi Kristina,
Unfortunately, I have not been able to access my account since March 29, 2023. After the suspension, despite the approved documents, they never approved the withdrawal, telling me that they would do further checks and let me know. It must also be said that on March 28th, not feeling comfortable with the book in question in terms of slots, I had expressed my desire to definitively close the gaming account, as it is my right enshrined in article 15 of the contract. Consequently, the only deposit made in history is the one of around €400 with PayPal and the only withdrawal I tried to make was the one of €10,267, which was never paid. I therefore have no successful withdrawals at 888 casinos. I have no other relevant communications as unfortunately they do not respond to my reports. In the chat they told me that they are working on my case and that I will receive updates, but it is the same response that I have received for months and that has never led to a solution. Too many months have passed and what they are doing is unfortunately not legal.
Edited
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11 months ago
Thank you very much, Mirkko56, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@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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11 months ago
Hello Mirkko56,
I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this.
We would like to invite 888 Casino IT to join the conversation.
Dear 888 Casino IT,
Can you please provide us with information on why was the player's withdrawal still not processed?
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11 months ago
Hi Michal,
Upon checking, it shows here that @Mirkko56 needs to complete our verification process.
Thank you for bringing this to us and we hope that we can resolve this as soon as possible
Sincerely,
888 Team
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11 months ago
Translation
@Michal
Good evening Michal,
I would like to inform you that the operations department of 888, just a few minutes ago, informed me that the funds will be processed on PayPal, as the withdrawal method has been successfully verified. I will keep you updated on the situation.
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11 months ago
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@Michal
I would like to point out that the verification process, which includes identity documents and proof of ownership of the deposit method, was successfully verified on December 6, as also confirmed by the operations department who notified me of the withdrawal. If you want proof on the email received, let me know
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11 months ago
Dear Mirkko56,
That's great news, I believe. Now, just please be patient and wait until your winnings hit your PayPal account. I trust it will be at any moment. Just let me know once you receive the funds so that we can close your complaint as resolved.
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11 months ago
Translation
Yes that's fine,
For completeness I attach the email received:
"
We are writing to you on behalf of the 888.it Operations Team regarding your account with the username "MirG56".
Please allow up to 4-6 business days for the funds to be available in your Paypal account. Weekends and holidays are not included in processing times.
If you do not see your funds after this period has passed, please do not hesitate to contact us again to check the situation.
Best regards
Operations Department
888.it"
I'll keep you updated on the situation
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11 months ago
Translation
I am happy to announce that I have received the payment from 888. Thanks to all the staff for their help!
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11 months ago
Great news, Mirkko56. I'm glad to hear that you successfully received your winnings.
As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would 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 and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.
Thank you in advance for your time.
Best regards,
Michal
Casino.Guru
