HomeComplaints888 Casino IT - Player’s withdrawal is delayed.

888 Casino IT - Player’s withdrawal is delayed.

Amount: €950

888 Casino IT
Submitted: 16 Jan 2025 | Case closed : 19 Feb 2025
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

The player from Italy faced a delay in receiving his winnings, having waited for 10 days without resolution. The Complaints Team attempted to gather information regarding his KYC verification and communication with the casino but did not receive any responses from him. As a result, the investigation could not proceed, leading to the rejection of the complaint.

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Translation

I've been waiting for my money for 10 days!!

Automatic translation:
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Dear goldmetal67,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Dominika

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Translation

It's not true!! Before you paid in 2 days!! Now I've been waiting for almost a month 955 euros!!!

Automatic translation:
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Dear goldmetal67, please allow me to ask you a few questions, so I can understand the whole situation completely. 

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.

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Dear goldmetal67,

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.

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Translation

Hi. I sent the documents 3 times they accepted them but they don't pay!!

Automatic translation:
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Dear goldmetal67, did you accumulate your winnings with or without an active bonus?

I have not received any communication with the casino from you. Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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Dear goldmetal67,

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.

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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.

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