888Starz Casino - Withdrawal of player's winnings has been delayed.

I am writing to formally raise a complaint regarding a withdrawal issue I experienced on 24/12/2024 at 23:20 through 888starz Cash at Asyut, Bani Ghalib (24/7) for an amount of 12,000 EGP. Please find the attached screenshot for your reference.

After submitting the withdrawal request and successfully entering the OTP, I received the code fswe, which I shared with the agent via WhatsApp. However, the agent immediately informed me that there was no pending withdrawal. I then reopened the app and noticed that the withdrawal had been marked as "processed successfully" with Request Nº3076769967, as shown in the attachment.

Following this, I contacted live support and provided all the details, including screenshots of my WhatsApp chat with the agent. Since then, I have been following up daily, only to be informed that the case was "under investigation." Today, when I tried to check on the status, I was told that I needed to raise a formal complaint via email, despite contacting live support consistently for the past three days.

Given the urgency of this matter, I kindly request your swift assistance. This amount is critical due to a family emergency, and I would greatly appreciate a resolution at the earliest possible time.

My WhatsApp chat attached below

Dear sheriftoukhy,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Th full what’s app conversation with a gent that was shared with the 888stars processing team support

Link full the full whattsapp chat sorry I ha

d to add the link as image I couldn’t otherwise ,

and the Problems is not at the payment system side" as I made the withdrawal and I got the a code I gave it to the agent and when he went to withdraw he told he found no withdrawal , while I got a withdrawal confirmation in my account , NO PAYMENT SYETEM WERE INVOLVED IN THIS WITHDRAWAL ???!!!! (BECAUSE THIS WAS LIVE CHAT REPLY ON ME

As all what 888starz need to do is to check with if this  Withdrawal (Request Nº3076769967) had hit the agent account on the site or not , does this takes 5 days !

If you can start investigating please do as I just got this reply for the scamming soy with a single proof shared