The player from Japan had withdrawn $600, but the casino repeatedly rejected the bank information submitted and then requested documents that the bank could not issue. The player, who was a VIP member, had not received a response even after a month and requested their money to be returned to their casino account. The issue was resolved as the casino refunded the player by bank transfer to Pays, and the player confirmed satisfaction with the VIP support received.
888 Casino - Player’s withdrawal has been delayed.
Amount: $600
888 Casino
Safety Index:Above averageSafety Index
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7.5
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
5 months ago
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5 months ago
I withdrew 600$ to my bank account. I submitted my bank information twice, but now I am being asked for documents that cannot be issued by the bank. The same content is rejected over and over again. I asked them to return it to their casino account, but they did not respond. I'm a VIP member, so normally my account is cleared within 24 hours, but it hasn't been cleared even after a month. in trouble. Thank you for your recommendation to the casino.
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5 months ago
Dear masataka7878,
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 clarify which document you are unable to provide?
- Did the casino request any other documents and have they all been approved?
- Do I understand correctly that you have made successful withdrawals before?
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
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5 months ago
Translation
888 Casino refunded me by bank transfer to Pays. 888VIP support was very good and helpful. Everything was resolved. Thank you.
Automatic translation:
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5 months ago
Dear masataka7878,
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,
Kristina
Casino.Guru
