888 Casino - Player’s withdrawal has never reached the bank account.

Hello,

I want to inform you about my issue with 888Casino Team! on 02/04/2022 they approved and transferred my winnings to my bank account via Wire Transfer, the amount is 83.85 USD. After waiting 7 business days for getting my money in my bank account there was nothing on it. I contacted my bank and they said that the intermediary bank canceled this wire transfer, then I contacted the 888casino Transactions Team to investigate this issue but they are saying that they approved this transaction and can not see cancelation from their side. I requested an investigation that Casino should find information from their bank, just why the intermediary bank canceled the transaction and it is stuck, never back to them and also never came to me! 

They do not have an exact answer about this and do not do anything for 14 days after my request! 

Please help me in this matter to get information on what is going on it!

Dear givikoo1,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please advise if it was your first withdrawal attempt in this casino? Have you received any payment receipt or a reference number for the transaction from the casino? If yes, please forward it to petronela.k@casino.guru.

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account, especially if it’s your first withdrawal. I truly believe it’s only a matter of time before you’ll receive your delayed withdrawal back to your casino account so you can try a different payment method to withdraw your winnings.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Hello,

It was not my first withdrawal and I requested it to my VISA card, but casino requested SWIFT because their platform couldn't approve it on my card. After all this I provided my bank account details and they transferred this winnings to it.

I was waiting too many days for it, their security team sent me email that my account restricted because of dispute from bank who just reversed my deposits, but I informed them that bank has restrictions for gambling payments and maybe that's why they got this dispute, after this I told them that I will transfer my deposit amounts back to them via bank transfer after I will get my winnings but now situation is that I never get my winnings and they did not cancel any withdrawal request for me. So where is this money? They do not have answer for like more then 14 days !

I think that this is unfair casino and I never advise other players to play on 888Casino !

They send me something like a receipt but when I forwarded it to my bank they said the same thing - Wire Transfer is Canceled by intermediary bank. I sent you this document to your email please check it.

Thank you very much, givikoo1, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej (andrej.p@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear givikoo1,

I’m sorry to hear about your negative experience. I’ll contact the casino and see if I can help.

I would like to invite the representative of 888 Casino to join this thread and to participate in the resolution of givikoo1’s complaint.

We would like to ask 888 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 this complaint as ‘unresolved’.

Hello,

888 Casino Team contacted me about this case. They re-sent this amount of winnings to my bank account and I am waiting for reflection funds by the date 10/03/22 (Payment was made at 03/03/22)

I will update you at the end.

Thank you.

Thank you, givikoo1, for the update. We’re glad to hear the good news!

We managed to get in touch with the casino team and were informed that the general time frame for Wire Transfer is 4-7 business days, therefore, the payment should reach your account no later than at the beginning of next week.

Therefore, I’m setting the timer for 7 days and would like to kindly ask you to keep us posted on any updates.

Dear givikoo1,

Have you received the payment? I’m extending the timer by 7 days. Kindly note that in case you don’t reply in the given time frame, we will assume that you’ve successfully received your winnings.

Dear givikoo1,

Could you please advise if you are aware of reversing or canceling any transaction connected to a deposit made to your gaming account at 888 Casino?

Dear 888 Casino team,

Could you please clarify the situation?

Dear givikoo1,

I’m extending the timer by 7 days. Kindly note that in case you fail to reply in the given timeframe, I will have to reject your complaint.

Dear all,

Unfortunately, we’re forced to reject this case because givikoo1 has stopped responding to our messages and questions. Without their cooperation, we’re not able to proceed with the investigation or suggest possible solutions.

The player can reopen this complaint anytime.