888 Casino - Player’s withdrawal is delayed.

On December 12, the withdrawal of $650 was requested and on September 19 the withdrawal was approved. Today, January 11, 2023, the withdrawal has not yet arrived in my bank account.

I already contacted the casino and they do not solve anything for me.

Dear jespinosagzz,

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. Have you made any successful withdrawals from the casino in the past? Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

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,

Tomas

I have not made successful withdrawals, this would be my first, the verification was successful without problems, the winnings were without bonuses.

The problem is that the withdrawal was requested, it was approved and sent by 888casino, it was sent via bank transfer, but that money never reached my bank account.

jespinosagzz,

Have you contacted your bank regarding the issue? Did the casino provide you with transaction information?

If there is any relevant communication between you and the casino, please forward it to my email at tomas@casino.guru

With my bank, I have only requested account statements and no international deposit or transfer appears during the month of December or January.

With the casino, every week I contacted them via chat, on the same 888casino page, they told me that the transfer could take a while for Christmas and New Year reasons to wait, then on Wednesday, January 4, I contacted them again, explaining to them again the problem and they told me that they would pass the report on to the relevant team and they would tell me what to do, to date a week has passed since that email and I still have not received a response and when I contacted them via chat they did not know about the issue and they give me more evasions .

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

Hello espinosagzz,

I'm Michal and I have taken over your complaint. I have reviewed your case and I fully understand your frustration, but I would kindly ask you to 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, so although some payment methods are usually really quick, sometimes it can take much longer for the payment to be processed and this is not always in the "casino's hands."

I can agree with you that the whole process can be done more quickly or more user-friendly, but casinos need to follow certain regulations and processes.

With this being said, I will contact the casino to shed more light on this.

We would like to invite 888 Casino to join the conversation.

Dear 888 Casino,

Can you please provide information regarding the player's withdrawal issue? Can you please provide any evidence that the withdrawal was sent from your side? If the information can't be shared publicly, please send them to michal.k@casino.guru

I checked my casino account again and the money was again available for withdrawal cancellation, I will request the withdrawal process again, the case can be closed for now, thank you

Dear espinosagzz,

I'm glad your money was returned back to your casino account. Did the casino give you any explanation why the withdrawal was not successfully processed?

Let me know when you submit another withdrawal request and if this will be successful. I will keep this thread open for now until the money hit your account.

Dear jespinosagzz,

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.

After the 650 reappeared in my account, 888casino asked me to perform ID verification again, the document was sent and it took several days, when I went back to review the documents since I uploaded them, they were gone and I kept requesting that they verify my ID again I already spent the money out of desperation, there were many irregular situations and the casino never responded, for me it is a scam and I will claim the money from my bank to request a refund from the casino

Hello,

The relevant updates have been sent on the email registered on the account on January 16th and 17th. For additional assistance with this one, kindly reply back to our transactions team there and they'll gladly further investigate.

In the meantime, should there be anything else, our Support Team can be reached via email at: Support@888casino.com

Sincerely,

888Casino

Thank you for the response, 888Casino.

Dear jespinosagzz,

I understand your frustration, but it is quite common that the verification check is taking a few days when you submit a withdrawal request. As the casino wrote you have been informed via the email which you used for registration. Do I understand correctly that you have in the meantime played with the money and lost them? Is this complaint not relevant anymore?

Dear jespinosagzz,

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.

Dear all,

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.