888 Casino - Player’s withdrawal is delayed.

I have been trying to withdraw my prize for more than 40 days and have submitted all the required documents over 10 times. Despite making contact every day and even having my account deleted, they are claiming that everything is in order with the withdrawal but haven't deposited the funds. At this point, I am sending emails and receiving no replies.

Dear juroberta33,

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 before? Could you please advise if you've received any confirmation regarding successful 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,

Kristina

Dear juroberta33,

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 received an email from them, saying that everything was fine with the account documents 10 days ago. Yesterday they sent me an email asking me to send the account details again

I sent the documents and details of my account several times because I sent so many emails they deleted my account and now I don't have access to anything, only the email I send and I only receive an automatic response, I won this prize with real money so there's no reason of them not paying is just demonstrating that it is not a reliable casino because to receive the deposit they are very quick now to pay what is rightfully ours, non-pagan

Thank you very much for your reply, juroberta33. I’m very sorry but you haven’t answered all of my previous questions. Please check my first reply and try to assist. All requested information is essential if we wish to proceed with the case. 

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

I accumulated without bonuses in real money they told me that everything was ok for the withdrawal the times I sent the documents

I sent you to your email some communications between us, including the last one

Thank you very much, juroberta33, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@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.  

Hi juroberta33,

I've just reviewed your case and am sorry to hear about your struggles with the withdrawal of your funds. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear 888 Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify if the manual withdrawal was already processed from your side? According to the emails the player received from you, it should have been done about a week ago.

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Thank you ☺️

We would like to ask the 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 the complaint as ‘unresolved’ which may negatively affect its rating.

Hi Juroberta33,

I've checked your concern and I can see that it is still with our relevant team. They are still reviewing your account and documents. But don't worry since I can see that you we're able to send your documents couple of weeks ago I've sent a follow up request to their Supervisor to provide an update and contact you via email in the soonest possible time. We appreciate your patience.

Regards,

888team

I received an email on the 7th saying that I would receive my deposit within 10 business days. You 888 have no respect for the player and now you come here after almost 60 days trying to tell me that you are analyzing it? That's right ?

When it comes to receiving our deposit, it's immediate, today we have practically automatic electronic transactions, what it seems to me is that you really are a fraud, I hope no one else deposits at your casino because to receive 150 it's already like that, imagine who wins real money This is a huge shame, I hope this message reaches as many people as possible, don't believe in this casino because waiting 60 days for a withdrawal is absurd

Hi Juroberta33,

Again we do apologize for any inconvenience. Normally withdrawals are process immediately but since there's a check that's being done on your account this takes a bit longer than usual. Also we no longer have access to this on our end as only our relevant team/security team has access to it so we're also waiting for their update. We understand how you feel and don't worry we'll do everything on our end to make sure that this can be resolve in the soonest possible time by continuously chasing this to our relevant team. Thank you for your understanding.

Sincerely,

888team

I honestly don't understand, account verification? Did you delete my account when I tried to withdraw what I won, because the deposit for you is not verified? This is fraud, there is no other name, you are a fraudulent casino

I just received the following email:

I hope my email finds you well.

Juliana, So that we can reprocess the transaction, please provide us with the following details of your bank account where we can redirect the funds:

- Name of the account holder;

- Country;

- Bank name;

- SWIFT BIC code;

- IBAN / Account number

Thank you very much for your understanding and I will wait for your response.

This is the 4th time I send my data to the casino, I send the data I receive an email saying that within 10 working days I will receive my amount after a while they send me the same email again asking for the data, can anyone help me is there any other way of reporting this casino to expose on social media what they do to players Casino guru please guide me.

Hi there,

I can assure you that your concern has been forwarded to the relevant team and is currently being checked. I highly suggest to allow up to 72 hrs. for a response via email. Thanks for your patience and understanding in this matter.

Kind regards,

888 Team

You are reading what I wrote above, I received the email today asking me again for my details, they didn't make my deposit and they still asked me for the details again for the tenth time, this is not moving forward, I'm just going in circles, I want to receive my money

I want a concrete answer, not what you're telling me there

I have no patience or compression but I've been listening and receiving the same thing for 2 months, @cassinoguru help me report this 888 casino everywhere possible and warn people about them so that others don't fall for this scam

Dear 888 Casino team, would you please at least specify what is the deadline for reviewing documents? We certainly understand that verification checks can take some time, but since it's been over a month already, which is enough, the verification checks should be completed as soon as possible. In the meantime, the player was told that her withdrawal request had to be processed a few times already, however, it obviously wasn't.

So we'd like to ask you to speed up the process.

Hi Juroberta33,

We've checked this with our relevant team now and confirmed that the informed that was asked yesterday was for a manual withdrawal of your funds. If you we're able to provide the details needed the withdrawal is going to be process and once it's done and approve you should be notify via email.

Regards,

888team

I already passed all the data again

Dear juroberta33, have you received any notification from the casino regarding your withdrawal request, if it was already processed?

Hi juroberta33,

That's great to hear! Once the documents have been checked, our support team will contact you right away. Kindly allow up to 72 hrs. for an update. Thanks for understanding.

Kind regards,

888 Team

Dear Casino Guru, I received a message asking for a different account to make the withdrawal, I sent the account 3 days ago but so far I have not received any news or an automatic receipt email

@casino888 I didn't understand your message, will you get in touch immediately or within 72 hours?

I sent data from a new account 3 days ago and I haven't heard any more.

Hi there,

I can confirm that we have received your email. Kindly allow up to 72 hrs. for an update via email from our support team.

Kind regards,

888 Team

Good morning I don't know what to do anymore after all these days I sent a different bank account with all the correct details because they were claiming that the other one I sent was invalid, I now sent another account with all the correct details and I received this email above claiming again that the account is not valid

I'm losing hope of receiving what is my casino 888 is the worst casino I've ever seen to pay what is the player's direct unfortunately it's a scam since October 19th I've been trying to recover what belongs to me

When it was time to receive my deposit, they received it in pix quickly, no time to pay me, they did that, the only word I can express is revolt and indignation

Dear juroberta33, thank you for the updates.

Dear 888 Casino, I'd like to ask you for an explanation. Why the manual withdrawal couldn't be processed? Based on the player's words, she has provided you with bank details for a few accounts, however, the payment failed each time. Have you been experiencing technical problems? Should the player try to use another payment method? What are your suggestions to resolve the situation?

I would like it to be indicated what the account error is because I have already indicated two different accounts

Hi juroberta33,

I can see that this is still being checked. Rest assured we'll do our best to get this sorted as soon as possible. Please check your email from time to time as we might need some details in order for us to process your withdrawal. We'll also assist you from there.

Sincerely,

888 Team

Hello casino 888, how do you come here on the forum without any information, again my withdrawal was returned claiming invalid bank account details, can you answer which data is invalid? Because I already sent two different bills????? @cassinoguru it won't be possible for me to be going through this, help me find another way to report the 888 casino, it's clear that they are defrauding me because they don't want to pay what is mine

This is absurd, they're trying to beat me out of fatigue, but I'm not going to stop, I'm going to look for every possible way to expose this situation on the internet so that other players don't fall for the same scam.

Hi juroberta33,

We understand and respect your decision about this.

However, rest assured that this is now under our relevant team and we're doing our best to get this sorted as soon as possible.

Sincerely,

888 Team

Can 888 Casino tell me which data is invalid on my account?

If you want to make me give up when I'm tired, you won't be able to do it, I'll try forever if necessary, it's disrespectful to the player, what are you doing, pay what belongs to me, that's all I'm asking for, what's mine

Hi juroberta33,

We understand this can be very frustrating, however rest assured that this has been escalated already.

We'll send you an update as soon as we received one.

Sincerely,

888 Team

I have already sent the bank details again, I need a position regarding what is happening with the bank details because otherwise this will not be resolved because I send the details and you send them back saying they are invalid, what is the problem with the bank details I need this answer! ?

Dear 888 Casino, have there been any updates? It's been 2 weeks since the player sent you bank account details for a manual withdrawal as well as an alternative one, however, there's been no explanation of why the payment hasn't been processed yet.

We asked the same thing a week ago, I believe it's been enough time to review the issue now.

Hi Natalia,

Having this checked, it appears it did not go through as we need updated bank details to withdraw.

@juroberta33, can you please send us an email again with the updated bank details so we can process them again please.

Hoping to hear from you soon.

Sincerely,

888 Team

Hi @Natália, I sent it 3 days ago, I sent it from two different banks

I need you to give me the information about what the problem is with the account, because I sent data from active accounts and it's still correct, you still don't accept it, what's the problem with the accounts I'm sending?

You have shown total disregard for my situation, it is a low value but it is mine and I want to receive it.

@natalia

So Natália, it won't do any good for me to follow the bill because they don't accept the bill and they don't say the reason, they don't give an alternative, what it really looks like is that they are doing it on purpose because there is no other explanation, nowadays we have several ways to get money in for accounts it's something really bad since October 19th I've already sent more than 100 emails to the casino, 888 who deleted my account so I can't even ask for assistance in the online chat you are my only hope of receiving what belongs to me

Hi juroberta33,

It shows here in our records that your bank rejected the transaction.

Please contact them and let us know once you have updated details or other bank account that we can use to process the withdrawal.

We understand that the severity of the situation, however, rest assured we're doing our best to get this sorted as soon as possible.

Sincerely,

888 Team

Could you show me some document saying that the bank rejected it? I contacted the two banks and I even sent two different bills and they informed me that all the data is correct and there is no obstacle to receiving the amount, can you send proof here that the bank rejected it? And why did you also reject it? I made the deposit for you in pix, do you know pix? In this modality you receive the money instantly, would you also like you to explain to me why you receive it in pix and don't pay in pix?

Please answer my questions.

@Cassino 888 I just contacted the bank and there is no obstacle for the deposit to be made into my account, I even asked for an official document and letterhead from the bank proving this and it automatically demonstrates your bad faith, when will you resolve my situation I want to receive my money

The bank reported that no deposit attempt was made

Hi juroberta33,

Can you send us an email of your bank statement showing all the details so we can compare and verify?

Hoping to hear from you soon.

Sincerely,

888 Team

@casino888 I already sent it yesterday before lunch, it's already in your email but if you want I'll send it again right now

The bank provided me with a document with my bank details to receive this international deposit and even sent it in English.

Right now I just sent the document again

Hi juroberta33,

Can you provide us with the reference number please so we can forward this to our payments team?

Hoping to hear from you soon.

Kind regards,

What do you mean what number? Could it be clearer? Do you want me to put my bank details here? I explained above that I sent you the bank details in a file by email 2 days ago and I sent them again today by email data that the bank itself provided so there is no error, just get the details and deposit my money

@cassino888 you come here to respond and say a lot of things and don't answer anything, you just walk around in a circle, you won't be able to make me give up, I want what belongs to me

@casinoguru help me I sent the bank details again and look what they sent me asking again for what I've already sent several times It's not possible

Dear 888 Casino, would you please send me any proofs (screenshots), where we can see that your attempts to process a manual withdrawal failed or, as you mentioned previously, were rejected by the player's bank? Please, send it to natalia.b@casino.guru, thank you.

@cassinoguru again I received an email saying that my bank details are invalid, I sent data from two different banks including data provided by the bank itself translated into English and I just received a new email, saying that my bank details are invalid, that's not it It's true, the bank itself provided all the correct data for this transfer and informed me that there were no attempts to make international deposits into my account, the casino simply doesn't want to pay, honestly, causing such an inconvenience for little money, I imagine a player who wins a large amount of money, help me resolve this issue because I honestly don't know what else to do.

And I honestly don't know why your website marks a casino as trustworthy that does this to the player, of course they are not serious and do not provide any assistance to the player, it is frustrating to see a house that makes millions do this to those who give the money For them, people bet and rarely win anything. When they win, they go through a situation like this for practically 3 months sending emails every day and nothing.

@cassinoguru help me find other ways to report this casino on international sites I hope no one else falls for this scam I won't give up warning other people about them

Hi,

We do apologize for the inconvenience, the details that you're requesting is only available on our Payments team's end. They tried multiple times to do manual withdrawal but it was not working. They are getting an error when trying to process it. We suggest that you contact them directly by replying to their email for further assistance, thank you and we appreciate your patience and understanding.

Regards,

888team

You can come here and tell me what this error is because they don't tell me what the error is. I personally went to the bank and got a document translated into English with the account information, so if there is an error it's up to you, not my account, My account has no error, the error is in your system, I would like you to post a print here of the error that is occurring in your system, could it be?

Dear juroberta33,

Unfortunately, we haven't seen any progress or willingness from the casino to help you resolve the complaint for over a month. We appreciate that the casino reacted to our messages, however, there were no constructive responses or suggestions to resolve the issue. I’m afraid there is not much that can be achieved without cooperation from the casino's side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your problem. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to offer any solution, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Malta Gaming Authority (https://www.mga.org.mt/player-hub/lodge-a-complaint/) as well as Gibraltar (https://www.gibraltar.gov.gi/finance-gaming-and-regulations/gambling-commissioners-advice-complainants) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (natalia.b@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Natalia

We’ve reopened this complaint at the request of juroberta33. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear 888 Casino, could you please share any confirmation from the relevant team that there's an error? What alternative methods can be used for a withdrawal if a manual request can't be processed?

Hi Natalia,

We are more than happy to assist you with this.

@juroberta33 were you able to send the requested bank statement showing all the bank details?

If so, can you please provide your reference number so we can follow this up to the relevant team please?

Hoping to hear from you soon.

Sincerely,

888 Team

Yes, I sent the data and follow the number 231226-000367 they told me that it had been reprocessed, you can check @cassino888

Hi juroberta33 ,

Thanks for your confirmation.

A follow up has been sent regarding your concern.

Rest assured that we'll notify you as soon as possible.

Sincerely,

888 Team