888 Casino PT - A retirada do jogador foi adiada.

Good afternoon.

I begin this complaint by showing my displeasure with the company in question (888 casino Portugal).

I made a withdrawal request on 11/26/2020, it happens that it is just a processing state.

I contacted the helpline by email and there was no response from the support.

As there is no answer by email, I contacted by phone and the explanation given by the assistant was not conclusive. The same indicated that they were delayed in responding due to the pandemic and that there were not many "people" in the team available, as the assistants had been contaminated and would have to wait. Wait! I cannot wait for a period that is not even given. I played without a bonus, because even this was not given to me because of a problem with it. Saying I have to wait is too much.

I made the withdrawal I demand the same within the stipulated deadlines that were no longer met by the casino itself.

Thanks for the support;

Armando

Boa Tarde.

Começo esta reclamação por demonstrar o meu desagrado com a empresa em questão (888 casino Portugal).

Fiz um pedido de levantamento no dia 26/11/2020 , acontece que o mesmo não passa de estado de processamento.

Contactei a linha de apoio por email e não houve qualquer resposta da parte do suporte.

Como por email não há qualquer resposta contactei telefonicamente e a explicação dada pelo assistente não foi conclusiva. O mesmo me indicou que estavam com atraso de resposta devido á pandemia e que não havia muita "gente" na equipa disponível , pois os assistentes tinham sido contaminados e que teria de aguardar. Aguardar ! Eu não posso ficar a aguardar por um prazo que nem é dado. Eu joguei sem bónus , pois ate esse não me foi atribuído por problema com o mesmo. Dizerem que tenho de aguardar é demais.

Fiz o levantamento exijo o mesmo nos prazos estipulados que já não foram cumpridos pelo próprio casino.

Obrigado pelo apoio;

Armando

Dear Armando,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Could you please confirm that you passed the KYC verification? Have you ever made a successful withdrawal before?

Additionally, please forward any relevant communication between you and the casino to kristina.s@casino.guru.

Looking forward to hearing from you.

Best regards,

Kristina

Good afternoon. I had already made withdrawals to my bank account. Thanks

Boa tarde. Já tinha feito levantamentos para a minha conta bancária. Obrigado

Thank you very much Armando for your reply. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Armando,

I looked at your complaint and will do my best to help you. I would like to invite 888 Casino PT Casino into this conversation. Can you please specify what is the problem with player’s withdrawal?

Hey Armando,

To check the compliant we need your user name and the email you registered with.

Can you please post it?

Thanks!

I will not publicly publish my personal information.

Publicamente não irei publicar minhas informações pessoais.

Dear Armando,

if you will post your personal information I'll mark your answer as "sensitive information" which means that your post will not be public. Only me, you and Casino can see the information.

In case that you'll not provide requested information we'll be forced to reject your complaint because we'll be not able to help you.

We would like to ask the 888 Casino PT 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’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Additional comments from Casino: "Hey Casino.Guru

Your email was received only now.

The player was contacted over a week ago (on December 10th).

The issue as far as we know was resolved."

Dear Armando,

can you confirm that you have received your winnings?

Dear Armando,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Additional comments from player: "I remain unanswered. I apologize for the delay in my response. Thanks"

Dear Armando,

did you receive your winnings?

I think not. I have tried to log in to my account but I cannot.

Penso que não. Tenho tentado entrar na minha conta mas não consigo.

Dear Armando,

check your bank account (not Casino account) if you received money from Casino.

Not received

Não recebi

Dear Casino,

player stated that he doesn't have his winnings. Could you please tell us where is the problem?

We would like to ask the 888 Casino PT 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’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.