The player from Germany had been trying to withdraw his funds for months, having submitted all necessary verification documents, but faced poor customer service and no resolution. He experienced delays and a lack of transparency, prompting him to consider reporting the casino. The Complaints Team had been unable to proceed with the investigation due to the player's lack of response to multiple inquiries and requests for documentation. As a result, the complaint was rejected.
888slots Casino DE - Player's withdrawal has been delayed for months.
Amount: €155
888slots Casino DE
Safety Index:HighSafety Index
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8.4
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Closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 month ago
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2 months ago
Translation
Title: Very Disappointing – Withdrawal Has Been Refused for Months!
I have been trying to process my withdrawal of [Amount] at this casino for months, but nothing is happening! Even though I have submitted all the required documents for verification (KYC), I am constantly given empty promises or completely ignored.
The customer service is extremely poor: no clear answers, no transparency, and no willingness to resolve my issue. It seems as if they are deliberately trying to delay the withdrawal.
I have adhered to all of the casino's requirements, but even after multiple inquiries, I receive no solution. Such behavior is unacceptable and shows that this casino apparently does not follow a legitimate business model.
I will now contact the appropriate licensing authority and report the casino on platforms such as AskGamblers and CasinoGuru.
Conclusion: I cannot recommend this casino – withdrawals are not processed, and customer service is a complete failure. Stay away!
Automatic translation:
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2 months ago
Dear Samirber,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
Could you please advise which documents you have already provided and when exactly did you send the last one?
Have you provided all the required documents as soon as possible and in the correct format?
Have any of your identity documents been successfully verified?
When was the last time you communicated with the casino customer support and what was your conversation about?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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2 months ago
Translation
I have deposited everything and still don't get a message even though I have deposited and written everything several times
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2 months ago
Thank you for your reply. Could you please specify exactly which documents you provided to the casino?
Additionally, before we proceed with the investigation, kindly forward all communication between you and the casino’s customer support regarding your verification process to veronika.f@casino.guru.
Please note that we can assist you effectively only if you cooperate with us to the best of your ability.
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2 months ago
Translation
I gave them my Traderepublik bank details and didn't know that I could only transfer money using bank names that were linked to me. The money was transferred back and I gave them new bank details and still haven't received a cent and despite 1000 emails I haven't received a response.
Automatic translation:
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2 months ago
Am I correct in understanding that you have deposited money into your casino account using payment methods that do not belong to you?
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2 months ago
Translation
No, only I can transfer to the bank account with my name
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1 month ago
I understand now, thank you. You are correct—when playing at an online casino, it's crucial to use only payment methods registered in your name for both deposits and withdrawals.
Could you please confirm how many withdrawal requests are currently pending in your account? Ideally, please send me a screenshot of your transaction history for reference.
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1 month ago
Translation
So far no more just needs to be transferred to the account I sent to you
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1 month ago
I have not received any emails from you yet. Please double-check if you filled out the correct email address: veronika.f@casino.guru.
Also, please send me the screenshot of your withdrawal history so that we can check when exactly you requested your winnings to be paid.
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1 month ago
Translation
I sent them everything that it hadn't arrived, since when I requested it and to which account it should be transferred
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1 month ago
I understand that you have contacted the casino multiple times. However, we at Casino Guru have not received any emails from you yet.
To proceed with the investigation of your issue, could you please forward us the documents you sent to the casino along with any relevant communication you have had with them at veronika.f@casino.guru? Without sufficient evidence, we won’t be able to escalate your complaint any further.
Thank you for your cooperation.
