888 Casino Ontario - Player lost access to his account.

I withdrew $9400, and then went emailed them a few days later asking about withdrawal, and they didn’t answer. Then I went to log in next day and it said contact customer service and couldn’t login. So I did. They replied to my email saying they couldn’t find an account with my email and can’t help me. The email was replying to an email they already sent to my account so clearly they had right email. So I sent in more contact forms on site and got back that they needed to verify name and info which I sent. Then they sent back to just login and hit verify and I’ll be all set. But they still haven’t fixed login. They keep running me in circles and stopped responding to messages at all.

Dear northerncorvette14,

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. Could you please advise when exactly you noticed you were not able to log in to your casino account?

Have you made any successful withdrawals before? Do I understand correctly that your account has not been verified yet?

Have you accumulated your winnings with or without an active bonus?

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

the day after my withdrawal I couldn’t log in anymore. I haven’t withdrew before. No active bonus, they sent me email withdraw was processed and being sent. I sent them all verification request 6 times. They keep sending me different stories, and then stop replying. I sent in another email last night saying I was sending complaint to you and AGCO and they sent me a message saying that according to terms and conditions they can deny withdrawal if I don’t send them requested info. But they didn’t say what that requested info was. Then I send follow up asking what info they’re talking about and they go back to not replying. Rinse and repeat over and over again

Could you please advise when exactly you noticed you were not able to log in to your casino account?

Have you made any successful withdrawals before? Do I understand correctly that your account has not been verified yet?

Have you accumulated your winnings with or without an active bonus?

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

Can you help?

Thank you very much for your reply, northerncorvette14. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear northerncorvette14,

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.

Which correspondence? I have dozens of emails contradicting each other. The later was I got verified a couple weeks ago and wire transfer was being sent in 24 hours. Then every day I called they told me 48 hours, or 72 hours and always being sent next day. Then it turned into 72 hours meant business hours which is actually 9 business days. Then yesterday I get an email I’m not verified anymore and they want me to send in drivers license and credit card for the 14th time. Back to square one. I’m not sure how you promote these people to players. It’s ridiculous.

Thank you very much, northerncorvette14, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.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.  

Hello, northerncorvette14,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite 888 Casino Ontario's representative to join this conversation and participate in the resolution of this complaint.

Dear 888 Casino Ontario Team,

Could you please provide us with an explanation of the player's situation in more detail? Why has the player's account been blocked? What steps should the player take to unblock the account and withdraw? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear northerncorvette14,

I was in contact with the casino representative and received the information that the withdrawal was sent, you also should have been informed and updated about it via email, and the matter should have been resolved.

Can you please provide us with an update on your issue? Is there any progress? Was your issue resolved?

Looking forward to hearing from you.

Dear northerncorvette14,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or do not require any further assistance, based on the update and information above, we will consider the complaint resolved.

As was stated in my previous post, since we consider the issue resolved, I will now mark the complaint as 'resolved' in our system.

Best regards,

Branislav, Casino.guru