888 Casino SE - Player's withdrawal is delayed and unresolved.

I submitted two withdrawal requests to 888 on Feb 13th.

this is the timeline of events:

Withdrawal request submitted: Feb 13th

Verification request: Feb 14th

Drivers license sent: Feb 14th

Additional documents requested; Feb 20

Additional documents sent: Feb 20th

etransfer sent: Feb 25th ($25) - was told this was for security? 

Request for ADDITIONAL account verification - Feb 25th

Additional documents sent - Feb 25th

Same documents requested - Feb 28th

Same documents sent - Feb 28th

Received an email saying my withdrawal was returned to them, even though I requested an etransfer (which would have been confirmed via the random $25 they sent me). - March 8th

they refused to provide proof of this return. I have contacted support about 3x a week since this process started and all they ever say is that it’s been routed to the "relevant department"

Dear k8tpg6g85r,

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 confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Have you tried submitting the withdrawal using a different payment method?

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

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,

Dominika

Dear k8tpg6g85r,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.