888 Casino - Player's large withdrawal is delayed.

I deposited many times in this casino, and finally I got lucky and won. I submitted a withdrawal request in the amount of 23,250 euros. The process of submitting the withdrawal request was on 12/12/2023. Days passed and the withdrawal did not arrive. Then they asked me to verify, and I actually uploaded the data to them. On 12/15/2023, and to this day, the verification is being processed and the withdrawal is being processed, and I see that the matter has taken more than necessary.

This is the username on the casino 

zinoubou123

I hope you can help me get my profits

Dear Zinoubou123,

Thank you very much for submitting your complaint and forwarding all the relevant communication. Foremost, allow me to congratulate you on your great win.

Please understand that it is a common procedure for casinos to audit players’ accounts, particularly, after accumulating a substantial win. From our experience, it may take 14 days, but every casino is different and has its own procedure that needs to be followed. That’s why we advise players to be patient and fully cooperate with the casino.

• Was your account successfully verified in the past?
• Have you redeemed any promotional offer when placing your last deposit?
• Which games you’ve been playing (live casino games, slots, or sports betting)?

Hopefully, we will be able to help you as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

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 800 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear Zinoubou123,

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.

In the past, the account was verified, but they asked for it to be verified again

The percentage of profits that I won was through a live casino in the game Blackjack

Hi Zinoubou123,

• Have you redeemed any promotional offer when placing your last deposit?

Thank you.

No, I did not receive any promotion

Also, important information: I do not use bonuses when depositing, nor do I use any promotional offers. I only play with my own money.

I have an update on my issue with 888 Casino

The casino returned the amount to my gaming account without any apparent reason

Then I played a little in the live casino and my balance and profit now became 30k euros

Then I submitted a new withdrawal request for 30k, but frankly I lost hope

I hope you can help me and I am ready for anything

These are two pictures, one for an email indicating that the amount has been returned to the account, and a copy of the new withdrawal request

Thank you very much, Zinoubou123, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello Zinoubou123,

My name is Michal and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.

Dear 888 Casino,

Could you possibly provide additional information regarding the delayed payment and clarify the situation?

Thank you in advance.

Respectfully,

Michal

I have new events regarding my account

When I want to log in to my account, I cannot. I think they have blocked the account

For no reason, without any notice, and I see the reason because I made profits

I lost a lot, and when I won, they blocked my account, knowing that I do not use a bonus, and all documents and data are correct, and there is no single reason for my account to be blocked.

I see that I have now confirmed that this casino is just a scam, and all of this is explained by the complaints of players on all sites

I don't understand why this casino was given a 7.7/10 by guru

Please tell me how to get my rights and to whom to complain

Hi there  Zinoubou123,

It appears that there's no restriction with your account.

Can you please try logging in using other browser or device?

As for your withdrawal, we've escalated this to the relevant team.

Rest assured we'll send you an update as soon as we received one.

Sincerely,

888 Team

These pictures show that you have placed restrictions on my account. I have tried from different devices and different browsers, and the same thing is repeated

I don't know what caused this. Is it because I won after a failed attempt?

All I want is to get my dues because that is my rights

I've played at a lot of casinos with large amounts and they actually pay

The reason that prompted me to play at 888 Casino is that it is a very old casino and one of the first casinos with a beautiful interface. The withdrawal is supposed to be excellent because you can pay.

Hi,

Don't worry we'll make sure to chase an update for your withdrawal, we deeply apologize for the inconvenience.

Regards,

888team

I want a solution to this problem because it is unusual and takes more time than necessary

I don't know why I can't access my account, I don't know why a withdrawal process has not arrived, and there is nothing logical

Please, I want a final solution to my problem this week

Dear 888 Casino,

Please, do you have any updates regarding this case? We are waiting for updates.

There are some updates

I received an email from 888 Casino saying that it was about to finish the investigation, and I was asked for a copy of a two-sided deposit card, knowing that I had submitted it before

Now I have uploaded a photo again and am waiting for the casino now. I hope it does not take longer

I hope it does not take longer, and thank you for your cooperation

Hi Zinoubou123,

We pledge our utmost commitment to diligently and promptly verify the provided documents. Our team will exert every effort to ensure a thorough and efficient verification process, aiming to deliver results as soon as possible.

Your understanding and patience during this meticulous review are sincerely appreciated.

Sincerely,

888 Team

Dear 888 Casino,

Can you give us an update on the verification of the player? Are all the documents provided by the player in order?

Hello Michel Hello guru casino team

I have some updates about my withdrawal process at 888Casino

They returned the withdrawal amount, which is 30k euros, to my gaming account and claim that I have more than one withdrawal request at the moment, knowing that I do not have any other withdrawal requests, and all of this is just reasons for non-payment

Currently I cannot access my gaming account and I cannot get my money and we are starting to come to the conclusion that this is a scam

This is a screenshot of the email I received as proof of the truth of my words

Currently, I have lost hope because they blocked the account and canceled the pending withdrawal, so I cannot access my account and cannot obtain the money.

Before winning, I lost at this casino, and when I won, they blocked the account, so my deposits were lost, along with my winnings.

Currently, I will wait for your response, and we will see where the matter goes. If the matter is not resolved by this casino, I will begin filing a complaint with the gambling protection authorities, and I will make the issue an issue of public opinion.

Hi there Zinoubou123,

It appears that we're still waiting for some documents.

You may respond to the email we sent and rest assured we'll do our best to get your concern resolved as soon as possible.

We understand how frustrating this can be, however rest assured we'll do our best to be of assistance.

Thanks for your patience and understanding regarding this matter.

Sincerely,

888 Team

I see that you do not want to help. You are doing things that drive a person crazy. Is there any logic in verifying documents that takes this long? I have played in many casinos with large sums of money and I know all the policies and nothing like this has happened to me

Please speed up the process and prove me wrong because I think this is illogical

Dear 888 Casino,

Could you please specify here in the thread what seems to be the problem and what other documents does the player need to provide?

Hi Michal,

We're waiting for a copy of a card. We already informed member regarding this.

Rest assured this will be processed once received.

Sincerely,

888 Team

I already submitted a copy of the card a few days ago, and all the required documents have already been submitted. Why this delay, I don’t know? Why the withdrawal is canceled, I don’t know? Why I can’t log in to my account, I don’t know.

Everything is strange

Please speed up the process as I have provided all the required information

Hi zinoubou123,

We were able to accept your other card, however we're still waiting for another one.

It was mentioned in our email. No worries though, you may contact us again and provide the needed document.

Rest assured this will be checked once received.

Thank you so much for your patience and cooperation regarding this matter.

Sincerely,

888 Team

Hello 888 Team Casino

What do you mean, we are waiting for another card???

I sent you a card that ends with 0018, and this is the card that I used on the No Other Card website.

I want to understand, after I provided all this data, what is required of me now

Dear 888 Casino,

Could you inform us about the progress of the verification? Are there any other steps that the player needs to take in order to get his account verified?

Hi Michal,

We're still waiting for a document from member. Upon checking, our team is asking for the card ending in 0198 in order for us to verify the account. We highly suggest that player to coordinate with us via email for clarification on what is needed for his account.

Kind regards,

888 Team

Thank you 888 Casino for the update.

Dear zinoubou123,

Could you please comply with the casino's request and provide them with the card mentioned above to finish the verification account? We will be waiting to hear from you.

Hello Michel

I do not have any visa that ends with the number 0198, and in my account on the 888casino website, I only used one visa that ends with the number 0018

The email says to send them the card that I used for the last four months in an account, which ends with 0198, knowing that I have not used a card with these numbers, nor do I have it at all, and the only card I have ends with 0018, and by doing so I sent it to verify it.

Dear Casino888 Team

I have now contacted you via this email

support@888casino.com

and I hope you will respond as soon as possible to solve this problem

Because I confirm that I do not have the card you are talking about

Thenks

Dear 888 Casino,

Since the player claims he has only one Visa card linked to his account, that being the card ending in 0018, would you be able to provide us with some information or evidence that another card has been used in the player's account?

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 zinoubou123,

I am contacting the casino representatives internally regarding your issue. Let me assure you that I will comment here in the thread with any new information.

For now, could you give me an update on the case? Is there anything new from your side?

According to 888 Casino, they updated the website, called me by phone, and returned 30k euros to my gaming account

After that, I played a little with this amount until my balance became 60k euros

Then I requested a withdrawal of 30 thousand euros and I actually received the money

How I can withdraw the rest of the amount, which is estimated at 30k euros, will happen after a month has passed, because the maximum monthly withdrawal is only 30k.

I see that the casino is now good and excellent, and all the delays that occurred in the past weeks were due to renovations and a change in management.

Thank you 888 Casino and thank you Guru Casino

Dear Zinoubou123,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Michal, Casino.Guru