888 Casino - Player's winnings delayed.

My wins were never paid out to me . I’ve reached out to them in live chat and customer service. But they just yell me to wait and they’ll reach out to me but they never do . It’s obvious that I wasn’t paid cause it’s in history. It’s in the game that there’s -00.00 credit but if you look in history you can see I have credit . It’s hard to explain if you see proof you’ll see

Hello Co_be_em,

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 if your account is already verified and if yes, since when exactly? Are you playing with a bonus or with real money? When exactly did you reach out to the casino and when was the last time they responded to you?

Looking forward to your answer.

Regards,

Nick

My account has been verified since 6/25/2020. I was play with real money the game is real money only so you can’t play if it wasn’t real money. The first time I reach out to them on line was the on July 20tb to dona then Jhan 21 then Ivan. Iv sent pictures of game history to the chat as well as to the email jhan gave me but no response . They are already saying they can’t find it, and the picture I sent of game history is not the right number they asked for when it clearly says round ID and session ID . They also asked if these games sessions are from there casino . So I did 2video of 2 missing payouts . To show its from their website . I don’t know what else to do. I’ve been playing with them for along time but never notice till now so I’ve probably lost a lot cause I always auto spin. I have proof of the game history so how they try to not pay me my winnings ….? It’s so little but here and there becomes a lot .

I recently encountered a frustrating issue while playing on 888 Casino. During my gaming sessions, I kept getting logged out unexpectedly. It wasn't until I had a significant win of $30.02 that I realized I wasn't receiving my payouts. My game history showed several unpaid wins.

I reached out to 888 Casino's live chat support and provided screenshots of my game history, including round IDs, session IDs, and timestamps. Despite this, the support agent couldn't locate my wins and questioned if I had played on their site. I even recorded a video showing me accessing the game history on the 888 Casino website to prove it was their platform.

My account is verified and has been open since June 25, 2020. I was playing with real cash, not bonus funds, as this game is cash-only. Despite providing all this evidence, my issue remains unresolved.

This situation has left me frustrated and dissatisfied with the service. It has shaken my trust in 888 Casino's reliability and raised concerns about the integrity of their platform. I hope they address this issue promptly and ensure I receive my payouts. I also urge them to improve their customer service processes to prevent such issues for other players.

If you’ve experienced similar problems, please share your story. It's important for us to hold such platforms accountable and ensure fair play for everyone!

Hello Co_be_em,

Did anybody from the casino contact you since the live chat conversation? Did you also try to reach them via e-mail support?

Please keep in mind that such issues may take longer to resolve as if the casino needs to contact the game provider, it then depends on them how fast will it be processed.

Dear Co_be_em,

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.

I apologize for not being in touch sooner ; I recently experienced a death in my family. Despite sending an email with the requested evidence and asking for a phone call back after our live chat, I haven't received any response.

I will send them another email today.This claim is more then one spin. It’s many spins . I don’t know weather to claim each separately or is it ok all together ?

Hello Co_be_em,

I would give the casino more time to contact the game provider and resolve the matter with them. As it might take up to a month to receive any kind of update, I would recommend to wait at least 2 more weeks. If there will be no update in the case, we will try to intervene.

They have not done anything haven’t even called me back .

They didn’t even call me back to even say they will do anything. They just ignored me .

This is very discouraging. No justice for honest people who work hard and trust the billion$ casino to be fair. Why take a couple of buck when you make millions a day around the world .😡

Thank you Co_be_em for all the information provided so far. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi so in this case I don’t think they’re gonna do anything to resolve this . They are giving me the runaround first I send them the link they say they have a policy. They can’t click on the link so then they tell me to send them a video because the pictures screenshots that I gave them weren’t clear enough so I tried to send them the videos, but they’re not going through. They can’t I talked to an agent wondering why we’re trying to figure it out and it’s because they blocked videos from coming through so they expect me to send them a video when they blocked videos from coming through how does that work is not giving me the runaround also Agent when I talk to him on the phone, he had said there’s more than nine non-paid winnings so he knows what’s going on. They said they can’t do anything until they see the video but I’m not able to send the video. I’ve even converted the videos into different platforms to send. It doesn’t work .

If they’ve been taking a little here and there from me and I didn’t know they’ve been taking a lot from other people too I can 100% say that. They said they can’t except replay from another platform but it’s not it from them https://www.icloud.com/sharedalbum/#B1w5Uzl7VGKTCgO

Hello, Co_be_em,

I am sorry to hear about your unpleasant experience and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear 888 Casino team,

Could you please look into the player's issue in more detail and provide us with the results of your/provider's investigation?

I recommend you check all the information and supporting evidence provided by the user above very carefully, and, if needed, consult the game provider directly. In addition, There were a few more files (.pdf with the user's game history in the game in question), which were attached to her first post but you probably cannot see and check. Please let me know, and I can forward them all to you.

For now, it looks like there was a technical glitch or a bug, and although the user's bets were likely deducted from her balance, some winnings were not credited correctly to her balance. Once you know more, please let us also know if the incorrect bets or uncredited winnings are supposed to be refunded back to the player's balance and when - provided that there was no breach of the casino's rules and/or it was not a consequence of some intentional action on the complainant's side.

If needed or if it suits you better, feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Hi Co_be_em,

Thank you for reaching out to us regarding the issue of missing winnings from your recent session. In order to assist you as efficiently as possible, we kindly ask for some additional details that will help us investigate the matter thoroughly:

Game Details:

The date and time when the session occurred.

The name of the game or slot you were playing.

The bet amounts during the session.

If available, the spin or round number where the winnings were expected.

Issue Description:

A brief explanation of what happened (e.g., winnings not credited, disappeared, etc.).

Do you have any screenshots or proof of the session showing the missing winnings?

Technical Information:

The device you were using (e.g., desktop, mobile, or browser).

Were there any internet connection issues during the session?

Once we receive this information, we’ll begin investigating right away and keep you updated on the progress.

Thank you for your patience and cooperation. We’re committed to resolving this as quickly as possible for you.

Sincerely,

888 Team

Dear 888 Casino team,

Thank you for your response and instructions. Can you please provide us with an email address to which we/the user can forward all the necessary details you requested?

This is my suggestion - once we have the correct email address, I will ask the complainant to put everything requested together and forward it to the email I asked you for.

Unfortunately, there may be types of files that you would not be able to open correctly or at all if they are attached to a user's post. Therefore, email is the best way to simplify and expedite the process.

When you reply here, please also let me know if it may be public or whether I should hide a post with the email address from the public.

Hi Branislav,

Unfortunately, we no longer offer email support. However, the member can easily provide the necessary details via live chat by following this path: Cashier -> Help.

Rest assured, we’ll do everything we can to assist the member and resolve this matter as quickly as possible.

Sincerely,

The 888 Team

Alright, thank you for your response. I sincerely believe that we are not talking about the same customer support that the user previously contacted without success.

Dear Co_be_em,

Can you please follow the casino representative's instructions for contacting the casino's Customer Support, and prepare and provide them with all the requested information and details mentioned in the casino representative's previous post above?

Please inform us about any news or progress then. I also strongly recommend you document the whole process so you can provide us with the results of the casino's investigation.

Dear Co_be_em,

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, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime. However, it will not be possible without full cooperation.

Thank you, 888 Casino Team, for providing information and cooperation.

Best regards,

Branislav, Casino.Guru