Home Complaints 888 Casino PT - Player’s withdrawal has been delayed.

Amount: €10

888 Casino PT - Player’s withdrawal has been delayed.

888 Casino PT
8.3/10 Very Good reputation
Submitted: 03 Dec 2020 | Unresolved : 10 Feb 2021
Our verdict

Insufficient evidence from casino

UNRESOLVED

Case summary

94 days ago - 10 Feb 2021

The player from Portugal requested a withdrawal almost 2 weeks ago, but he still hasn’t received his winnings. Casino didn't respond.

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Good afternoon.

I begin this complaint by showing my displeasure with the company in question (888 casino Portugal).

I made a withdrawal request on 11/26/2020, it happens that it is just a processing state.

I contacted the helpline by email and there was no response from the support.

As there is no answer by email, I contacted by phone and the explanation given by the assistant was not conclusive. The same indicated that they were delayed in responding due to the pandemic and that there were not many "people" in the team available, as the assistants had been contaminated and would have to wait. Wait! I cannot wait for a period that is not even given. I played without a bonus, because even this was not given to me because of a problem with it. Saying I have to wait is too much.

I made the withdrawal I demand the same within the stipulated deadlines that were no longer met by the casino itself.

Thanks for the support;

Armando

Automatic translation
Public

Dear Armando,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Could you please confirm that you passed the KYC verification? Have you ever made a successful withdrawal before?

Additionally, please forward any relevant communication between you and the casino to kristina.s@casino.guru.

Looking forward to hearing from you.

Best regards,

Kristina

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Good afternoon. I had already made withdrawals to my bank account. Thanks

Automatic translation
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Thank you very much Armando for your reply. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

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Hello Armando,

I looked at your complaint and will do my best to help you. I would like to invite 888 Casino PT Casino into this conversation. Can you please specify what is the problem with player’s withdrawal?

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Hey Armando,

To check the compliant we need your user name and the email you registered with.

Can you please post it?

Thanks!

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I will not publicly publish my personal information.

Automatic translation
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Dear Armando,

if you will post your personal information I'll mark your answer as "sensitive information" which means that your post will not be public. Only me, you and Casino can see the information.

In case that you'll not provide requested information we'll be forced to reject your complaint because we'll be not able to help you.

Private
Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

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We would like to ask the 888 Casino PT 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’.

Public

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.

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We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Additional comments from Casino: "Hey Casino.Guru

Your email was received only now.

The player was contacted over a week ago (on December 10th).

The issue as far as we know was resolved."

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Dear Armando,

can you confirm that you have received your winnings?

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Dear Armando,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

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Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

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We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Additional comments from player: "I remain unanswered. I apologize for the delay in my response. Thanks"

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Dear Armando,

did you receive your winnings?

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I think not. I have tried to log in to my account but I cannot.

Automatic translation
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Dear Armando,

check your bank account (not Casino account) if you received money from Casino.

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Show English translation Show Portuguese original

Not received

Automatic translation
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Dear Casino,

player stated that he doesn't have his winnings. Could you please tell us where is the problem?

Public

We would like to ask the 888 Casino PT 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’.

Public

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.