888 Casino - Player is facing a withdrawal delay due to payment method issue.

I withdrew £1500 which was on pending on 30/11, I then looked back on 1/12 and they have blocked access to my account due to a name not matching with my Apple Pay which was confusing to me as I have had countless issues before now using my Apple Pay and having to verify through the app every purchase. Which showed a different name to mine, I believe the previous owner of my phone as it wasn’t wiped when it was given to me. 

I understand fully they would need to verify proof I am who I say I am, but I have sent my passport, proof of address, proof of my card back and front, Apple Pay wallet, proof of my cards via the bank, my bank statement, everything you could possible think of I have sent. I have emailed over and over asking for some sort of update, as I don’t know if my evidence has been rejected or what is going on, they do not respond. 

My complaint is the lack of communication, I have deposited several times and withdrawn with them before without issues, im fully verified before this point so what is taking so long and why is it impossible to email back and let me know what else I need to do.

Hello Ellymcking,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 888 Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please also note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Hi,

I was originally fully verified in July, I have played regularly until 30/11 where I made a withdrawal of £1500 where my account was then locked for verification due to a name difference which I understand is my fault for not checking my Apple Pay billing information - but I’ve sent my passport, bank card, bank statement, card statement, Apple Pay card detail, they’re not clear on which documents have been verified or rejected. I just had an email yesterday asking for my PayPal statements despite not depositing with PayPal since September, which I provided. It’s been a week now with no actual communication about where my case is, radio silence.

I’ve also emailed them asking for an update several times but no response.

All sorted now, thank you

Well now they’ve only sent part of the withdrawal, the amounts I have deposited have been sent back and the remaining balance is "in process"

Hello Ellymcking,

As mentioned above, payments may take up to 14 days so please let us know in case it would take longer or there would be any update.

Dear Ellymcking,

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.

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.