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Good morning, I made a deposit, and right after that a withdrawal of 29 euros, and right after that, I asked to exclude myself, that amount was never paid to me by this casino. more than one month

bom dia ,fiz um deposito , e logo a seguir um levantamento de 29 euros , e logo a seguir ,pedi para me auto excluir ,esse valor nunca me foi pago por este casino enviei comprovativo da paypal como solicitado mas até hoje nada e já passou mais de um mês

Dear MCGPH1969,

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 better understand the situation.

Was the amount you deposited in the casino the 29€ you tried to withdraw? Do I understand correctly your account is currently blocked due to self-exclusion? Have you contacted casino support regarding your withdrawal request? What was their reply?

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,

Tomas

Good afternoon, their answer was that they send proof of my paypal account and that's what I did but more than a month passed and nothing from the 29 euros

boa tarde a resposta deles foi que envia se o comprovativo da minha conta paypal e foi o que fiz mas mais de um mes passados e nada dos 29 euros

Before we contact the casino, could you please forward any relevant communication between you and the casino to my email at tomas@casino.guru? Alternatively, you can post it here. I’ll await your reply.

Good morning, emails have already been sent to your email and to date they have not yet returned the 29 euros

bom dia já foram enviados emais para o vosso email e ate a data ainda não devolveram os 29 euros

Thanks for your email.

After checking what the requirements from the casino were I believe this information is missing from the screenshot:

• Make sure the url or website is visible in the screenshot under 'Personal Information'

I encourage you to send the screenshot again with all of the required information.

Please let me know if that helped. I'll look forward to your reply.

~ good morning it didn't help at all . I'm sorry I've been at this for 2 months and nothing has been resolved that the casino keeps the bojadores money and nobody does anything for them

~bom dia não ajudou em nada .lamento ando nisto Há 2 meses e nada resolvido que o casino fique com o dinheiro dos bojadores e pelos ninguém faz nada

Thanks for your patience, MCGPH1969.

I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear MCGPH1969,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite an 888 Casino PT representative to join this conversation and participate in the resolution of this complaint.

Dear 888 Casino PT,

Could you please state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

We would like to ask the casino 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’ which may negatively affect its rating.

Hi Jpcalmeida,

I have tried to contact the casino but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, I recommend you contact the European Commission's online dispute resolution platform – an alternative dispute resolution service (https://ec.europa.eu/consumers/odr/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the SRIJ - Gaming Regulation and Inspection Service (https://www.srij.turismodeportugal.pt/pt/regulacao-e-inspecao-de-jogos/contactos/).

Please let me know if you need help with filling out the form or how the ADR responded if you can do this on your own (stefan.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Stefan

Hello,

Sorry for the delay in our response.

Our Support Team sent a confirmation via e-mail on 04/04/2023 with an update regarding the account.

We remain available for any further questions or concerns.

Sincerely,

888 Casino Team