888 Casino - Player's not able to wihtdraw her winnings.

I'm trying to make a withdrawal at this Casino, but it's complicated.

I deposited via pix and it was instantaneous, but at the time of withdrawal, they only allow bank transfer, which is absurd.

I tried to make the withdrawal the first time and I received an email to confirm the identity, beauty, I did.

Then the second time, it said that I have a pending withdrawal request, impossible.

I tried again and the problem persists, so I decided to ask for help here.

The Casino is very good, with great games, but it has terrible support.

I went to support to try to resolve it, but what I heard was that if I made another deposit with another method, I could use it to withdraw.

I will not deposit more money into a Casino that makes withdrawal difficult.

I just need you to help me.

Thanks!

Dear suzanadiniz44,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. Therefore this doesn’t necessarily have to be the casino’s mistake.

Have you made any successful withdrawals before? Have you received any confirmation regarding successful KYC?

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 in advance for your reply.

Best regards,

Kristina

Good afternoon!

No, I haven't made any withdrawals before.

Today they sent me an email asking for the same data that I had already placed when requesting the withdrawal, such as: CPF, agency, account.....

I'll do it all over again to see if it works.

But actually, I don't even know if I want to continue playing at this Casino.

Deposit is immediate via pix, but withdrawal is a headache.

There's no live support, there's no way to solve anything.

It was only after starting the complaint here that they contacted me.

I'll do what I've been asked and see if I can complete it.

Thank you very much for your reply, suzanadiniz44. So, let's give the casino a few more days to review the newly submitted documents. I will set the timer for additional 7 days and if there is no development, we will intervene. I will leave this complaint open in the meantime, so please, keep us updated.

Good afternoon!

After submitting the data requested by the casino, I received an email.

I'll send a print here.

Good afternoon!

Yesterday I received the account verification confirmation and I think it should now be ok.

But unfortunately I no longer have the money to withdraw.

I intend to make another deposit and play again at this Casino, despite what happened, I believe it is an honest Casino.

I thank the Casino guru team, who are always attentive to our problems.

I believe that we can now finalize the claim, although I have no way of proving whether I can already make a service without interference.

To Casino Guru, my sincere compliments for the usual attention.

Thanks!

Thanks for the update, suzanadiniz44. Do I understand correctly that you lost all your winnings in the meantime?

Yes I lost 😔

But no problem, in a next opportunity, I'll see if the Casino really complies with the requirements.

Once more, thank you!

Thank you for your confirmation. Unfortunately, since you lost the winnings you initially wanted to withdraw, there is not much more we could do and we are forced to close this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.