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

Good afternoon, I'm submitting a complaint after several attempts to email support—they aren't even responding to me anymore. They refuse to process my withdrawal; they sent an email saying they suspect the withdrawal request isn't legitimate because I added the funds and then withdrew them right away, and now they won't accept anything to release the money to me.

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Dear Diofoooy,

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

I understand that the casino appears to have concerns because the deposited funds were withdrawn shortly after being added to your account.

Please note that casinos may require deposited funds to be wagered before they can be withdrawn. This is generally related to anti-money laundering requirements and preventing the casino from being used simply to transfer funds between payment methods. However, we would first need more information to understand what happened in your case.

Could you please clarify the following:

• Could you please confirm whether your casino account is fully verified?
• Did you completely wager your deposited funds at least once before requesting the withdrawal?
• Could you please share a screenshot of the casino's email explaining why the withdrawal was refused, your withdrawal/transaction history, and any relevant communication with customer support?

This information will help us better understand the circumstances and determine how we can proceed with your complaint.

Dear Diofoooy,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Jean
Casino.Guru