888 Casino IT - A retirada do jogador está atrasada.

Good evening,

I opened an account with 888 casino on March 28, 2023. After depositing approximately 400 euros using my personal Paypal and lost the real balance, I was lucky enough to win roughly 12000 euros from the bonus balance in live baccarat. I was then able to successfully convert this bonus into a real balance totaling 10267 euros. I went on to submit my identification document, which was accepted, and requested withdrawal of all funds. However, on the following day, my withdrawal was reversed and they began to request several additional documents including a new identification document, proof of residence and Paypal ownership. Despite the chat representatives affirming all documents were approved, on May 4, 2023, the operations department suspended my account without providing a concrete reason, leaving my money in the gaming account. It was suggested in chat that I wait for 180 days from official suspension and then request withdrawal of the funds. On November 5, I sent an email to both the support and transactions department requesting withdrawal of the funds, citing the legal timeline of 6 months. On November 17, the department requested a fund withdrawal assuring that it would be approved by November 20, but this didn't happen. I subsequently sent numerous emails, all unanswered, and requested the chat agents escalate the matter (though they didn't receive a response from the department). On December 9, the withdrawal was even reversed without any justification. The same was subsequently requested by a chat operator for which I promptly provided my IBAN. Yesterday, the customer service manager filed a complaint to the department to resolve this situation as soon as possible. I am opening this complaint because I suspect they will no longer respond (even though it is their duty to justify this delay, good or bad). I have also attached a few emails that corroborate my above statements. I therefore need your assistance and hope for a resolution. If not, I might have to consider legal recourse. I hope you can assist me!

Buonasera,

ho aperto un conto 888 casino il 28 marzo 2023. Dopo aver depositato con il mio Paypal personale circa 400 euro e perso il saldo reale, ho avuto la fortuna di vincere al baccarat live circa 12000 euro con il saldo bonus. Bonus che poi sono riuscito a convertire in saldo reale per un totale di 10267 euro reali. Ho successivamente inviato il documento di identità(accettato con successo)e chiesto il prelievo di tutti i fondi. Tuttavia il giorno seguente mi hanno stornato il prelievo e iniziato a chiedere diversi documenti, tra cui nuovo documento di identità, prova di residenza e titolarità paypal. Nonostante in chat dicano che sia stato tutto approvato, il 4 maggio 2023, il dipartimento operazioni mi ha sospeso il conto senza una concreta motivazione di base, lasciando i miei soldi sul conto gioco. In chat mi avevano poi consigliato di attendere 180 giorni dalla sospensione ufficiale e successivamente chiedere il prelievo dei fondi. Il 5 novembre ho inviato una mail al supporto e una al dipartimento transazioni chiedendo il prelievo dei fondi giacenti essendo superata la tempistica legislativa di 6 mesi. Il 17 novembre, il dipartimento ha chiesto il prelievo dei fondi comunicandomi che sarebbero stati approvati entro il 20 novembre. Così non è stato. Ho successivamente inviato diverse mail(senza risposta) e fatto aprire segnalazioni e solleciti agli agenti della chat(i quali non hanno ancora riscontro dal dipartimento). Il 9 dicembre è stato addirittura stornato il prelievo, senza motivazione. Lo stesso è stato poi richiesto da un operatore in chat su iban che ho prontamente fornito. Ieri è stata fatta una segnalazione verso il dipartimento dal manager del sevizio clienti affinché la situazione si risolva quanto prima. Apro questa segnalazione perchè ho il sospetto che non risponderanno più(anche se, nel bene o nel male, è un loro dovere giustificare il perchè di questo ritardo). Vi allego anche qualche mail che conferma quanto detto. Ho dunque bisogno del vostro aiuto, nella speranza di risolvere. Altrimenti dovrò rivolgermi ad un avvocato. Spero mi possiate aiutare!

Dear Mirkko56,

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. Do I understand correctly that you are able to access your casino account again? If yes, could you please post a screenshot of your withdrawal/transaction history here in this thread? Have you made any successful withdrawals before?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it 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,

Kristina

Hi Kristina,

Unfortunately, I have not been able to access my account since March 29, 2023. After the suspension, despite the approved documents, they never approved the withdrawal, telling me that they would do further checks and let me know. It must also be said that on March 28th, not feeling comfortable with the book in question in terms of slots, I had expressed my desire to definitively close the gaming account, as it is my right enshrined in article 15 of the contract. Consequently, the only deposit made in history is the one of around €400 with PayPal and the only withdrawal I tried to make was the one of €10,267, which was never paid. I therefore have no successful withdrawals at 888 casinos. I have no other relevant communications as unfortunately they do not respond to my reports. In the chat they told me that they are working on my case and that I will receive updates, but it is the same response that I have received for months and that has never led to a solution. Too many months have passed and what they are doing is unfortunately not legal.

Ciao Kristina,

Purtroppo non riesco ad accedere al mio account dal 29 marzo 2023. Dopo la sospensione, nonostante i documenti approvati, non mi hanno mai approvato il prelievo dicendomi che avrebbero fatto altre verifiche e che mi avrebbero fatto sapere. C'è da dire anche che il 28 marzo, non trovandomi bene con il book in questione in tema di slot, io avevo espresso volontà di voler chiudere definitivamente il conto gioco, essendo un mio diritto sancito dall articolo 15 del contratto. Di conseguenza l unico deposito in cronologia fatto è quello da circa 400€ con PayPal e l unico prelievo che ho provato a fare è quello da 10267€, mai pagato. Non ho quindi prelievi avuti con successo su 888 casinò. Altre comunicazioni rilevanti non ne ho in quanto purtroppo non rispondono alle mie segnalazioni. In chat mi hanno comunicato che stanno lavorando sul mio caso e che riceverò aggiornamenti, ma è la stessa risposta che ricevo da mesi e che non ha mai portato ad una soluzione. Sono passati troppi mesi e ciò che stanno facendo purtroppo non è legale.

Thank you very much, Mirkko56, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@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.  

Hello Mirkko56,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this.

We would like to invite 888 Casino IT to join the conversation.

Dear 888 Casino IT,

Can you please provide us with information on why was the player's withdrawal still not processed?

Hi Michal,

Upon checking, it shows here that @Mirkko56 needs to complete our verification process.

Thank you for bringing this to us and we hope that we can resolve this as soon as possible

Sincerely,

888 Team

@Michal

Good evening Michal,

I would like to inform you that the operations department of 888, just a few minutes ago, informed me that the funds will be processed on PayPal, as the withdrawal method has been successfully verified. I will keep you updated on the situation.

@Michal

Buonasera Michal,

Ci tengo ad informarvi che il dipartimento operazioni di 888, proprio pochi minuti fa,mi ha comunicato che i fondi verranno elaborati su PayPal, essendo il metodo di prelievo stato verificato con successo. Vi terrò aggiornati sulla situazione.

@Michal

I would like to point out that the verification process, which includes identity documents and proof of ownership of the deposit method, was successfully verified on December 6, as also confirmed by the operations department who notified me of the withdrawal. If you want proof on the email received, let me know

@Michal

Ci tengo a precisare che il processo di verifica, che include documenti di identità e prova titolarità metodo di deposito, è stato verificato con successo il 6 dicembre, come confermato anche dal dipartimento operazioni che mi ha avvisato del prelievo. Se volete prove sulla mail ricevuta, fatemi sapere

Dear Mirkko56,

That's great news, I believe. Now, just please be patient and wait until your winnings hit your PayPal account. I trust it will be at any moment. Just let me know once you receive the funds so that we can close your complaint as resolved.

Yes that's fine,

For completeness I attach the email received:

"

We are writing to you on behalf of the 888.it Operations Team regarding your account with the username "MirG56".

Please allow up to 4-6 business days for the funds to be available in your Paypal account. Weekends and holidays are not included in processing times.

If you do not see your funds after this period has passed, please do not hesitate to contact us again to check the situation.

Best regards

Operations Department

888.it"

I'll keep you updated on the situation

Si va bene,

Per completezza allego la mail ricevuta:

"

Ti scriviamo a nome del Team operativo di 888.it relativamente al tuo conto con il nome utente "MirG56".

Si prega di attendere fino a 4-6 giorni lavorativi affinché i fondi siano disponibili sul vostro conto Paypal. I fine settimana e i giorni festivi non sono inclusi nei tempi di elaborazione.

Se non vedete i vostri fondi dopo che è trascorso questo periodo, non esitate a contattarci di nuovo per verificare la situazione.

Cordiali saluti

Dipartimento Operazioni

888.it"

Vi tengo aggiornati sulla situazione

I am happy to announce that I have received the payment from 888. Thanks to all the staff for their help!

Sono felice di annunciarvi che ho ricevuto il pagamento da parte di 888. Grazie a tutto lo staff per l' aiuto!

Great news, Mirkko56. I'm glad to hear that you successfully received your winnings.

As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino.Guru