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Hi, my account is currently temporarily disabled due to too many withdrawals causing it to flag up on their system. In September I was requested to send source of funds information and identity verification which they successfully received and verified, I have received no response in how to withdraw this money and my communication methods have been limited to only sending emails, which the replies are auto generated with information about how a member of the relevant team will be in contact with me soon… I am still waiting, as I received an email a month and a half ago stating my account will not be reinstated due to lack of income. I just want to withdraw the remaining money I have left in this account but they are making it a long process with little communication from their side for a simple resolution.

Dear hasafs,

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 the casino has closed your account? Have you made any successful withdrawals before?

Have you accumulated your winnings with or without an active bonus?

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

My account is temporarily disabled, I have made successful withdrawals before and I have NOT accumulated winnings using a bonus

I can login to the safe cashier to view my bankroll but I have no other options to withdraw, I would prefer if they could transfer my money to my bank account.

Thank you very much for your reply, hasafs. Are you able to access your withdrawal/cashier history? If yes, please post a screenshot of it here in this thread.

Additionally, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I do not have access to my withdrawal history, but I have communication between me and the casino. They wanted me to upload my bank statements again, which I have already done so, so the withdrawal did not get processes the funds and that has gone back to my gaming account which I cannot withdraw anything or have any method of communicating with them directly, as my live chat has disappeared from the safe cashier.

Thank you very much, hasafs, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@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.  

Hi hasafs,

I've reviewed your case and am sorry that you came across such a problem with the suspension of your account and withdrawal of your funds. I'll try my best to help you with the issue by contacting the casino and we'll see what can be done when they reply.

Dear 888 Casino, I'd like to invite you to participate in the resolution of this complaint. Can you please share more information regarding the case? Could you please specify why the player's account was disabled? Was the income statement the only problem? Were other documents verified?

If you have any supporting evidence relevant to the case, please send it to my email address natalia.b@casino.guru.

Looking forward to hearing from you!

Best regards,

Natalia

Hi Hasafs,

We do apologize for the delay on this, I can confirm that the document that is being requested is still needed to complete the checks on your account which is still currently on going. We suggest that you reply to the most recent email that they sent you if you wish further information on why the document is being asked, we appreciate your patience and understanding.

Regards,

888team

could you possibly send the email again, I have not received a direct email requesting the document or who to send it to..

Hi,

No worries we'll send the email as soon as possible, thanks.

Regards,

88team

Thank you for the reply, 888 Casino.

Dear hasafs, please, let us know as soon as you receive the email from the casino, and what it will be about.

I have sent my documents regarding source of funds, now I am waiting for their response.

Thank you for keeping us informed, hasafs.

Please, let us know as soon as you receive a response from the casino.

I have not received a response and it’s been over 72 hours

Dear hasafs, have you received any information from the casino as of now?

They are reviewing my documents and it can take up to 21 Days

Thank you for the updates, hasafs. I think we'll need to wait a little bit until the casino will be supposed to finish the review of the documents.

Dear 888 Casino, could you please confirm that you now have all the necessary documents from the player and specify the date when the review is supposed to be finished at latest so that we can keep the complaint open?

are my documents reviewed?

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 there hasafs,

I can confirm that we have received your emails. This is now being reviewed as we speak. Kindly allow 72 hrs for an update via email from our support team. Thanks for your patience and understanding.

Kind regards,

888 Team

Dear hasafs, please let us know if you have already received an email from the casino with further updates.

I have not received any further updates…

Hi hasafs,

A follow up has been sent regarding your account.

We'll send you an update as soon as we received one.

Sincerely,

888 Team

Dear hasafs, have you received any updates now?

No updates, I have submitted my documents around 3 weeks ago so I should’ve heard back by now?

Hi Hasaf,

Don't worry we'll chase this up with our relevant team. We'll demand that an update should be sent to you in the soonest possible time, thanks.

Regards,

888team

It’s taking a long time 🙁

I just want to withdraw my money

Have there been any updates, 888 Casino?

Hi Hasaf,

We're terribly sorry for the inconvenience caused to you.

A follow up has been sent regarding your concern.

Rest assured we'll send an update as soon we received any news.

Sincerely,

888 Team

Dear hasafs, could you please resend all the documents you submitted for verification to my email address (natalia.@casino.guru) so that we can also have a look at them and check if the quality is good enough to pass the verification, since the delay may be caused by the bad quality of the provided files. Thank you.

The casino gave me access to my account, to what I assumed would’ve resolved my issue and during the time I had my account back allowed me to withdraw and they have disabled my account again and I have not received my withdrawal.

Hi Hasaf,

I hope this message finds you well.

We appreciate your cooperation in the verification process.

It appears that there might be a requirement for additional documentation to complete the process. To ensure a swift resolution, we kindly request you to contact us directly at support@888casino.com as soon as possible.

Our team is here to guide you through the necessary steps and assist with any questions you may have.

Your prompt attention to this matter is greatly appreciated, and we thank you for your cooperation.

Sincerely,

888 Team

I’ve sent my verification documents though your Safe cashier, all I want is my bankroll from that account that has been restricted from me since September

Dear hasafs, could you please tell us what additional documents you were asked to submit? Let us know as soon you hear any updates from the casino.

They asked to submit my ID and past 3 months payslips. I have already uploaded my payslips and received a deposit limit when I had access to my account for 24hrs 1 and a half weeks ago and I withdrew my bankroll, I have been waiting months for this resolution and did NOT play any games on the casino and within 24hrs of withdrawing I couldn’t log in again due to account being disabled… I have also not received my withdrawal.

should I escalate this to a the commission 888? I have been waiting since September and we are now reaching the 2nd month of this new year and my simple issue is not resolved.

Dear hasafs, could you please send to me (natalia.b@casino.guru) all the documentation you provided to the casino so that we can evaluate it to be able to understand why there's a delay in your verification?

Hi there,

We sent you an email with regards to the required documents in order for us to process your withdrawal.

We're asking for your cooperation in order to resolve this concern. Kindly respond to the email and attach the required documents to reopen your account. Thank you for your cooperation and understanding in this matter.

Kind regards,

888 Team

Ok

Dear Natalia, I have sent you all the documents I have sent to verify my account and 888 team I have replied to the email requesting additional documentation with my tax returns.

888 Team should I send it to a specific email instead?

Hi Hasaf,

We have diligently pursued this matter and have escalated it to the relevant team to ensure a prompt resolution.

Your cooperation and understanding throughout this process have been greatly appreciated. Your input is invaluable, and we want to assure you that we are dedicated to addressing this issue with the utmost urgency.

We genuinely appreciate your trust and cooperation, and we look forward to resolving this matter to your satisfaction.

We'll update you as soon as we received news.

Sincerely,

888 Team

Dear hasafs, I have checked your email - I have received 5 payslips and a photo of the screen of your computer, the information says about tax calculation. However, could you please specify if you have a normal document about tax returns? Is it possible to download it from the website you took the photo of? Or is it possible to go to the local tax office and request such a paper?

I think the photo of your screen can be insufficient for verification purposes. Let me know if you have received any reply from the casino about it.

I received this from 888, will I be receiving my withdrawal soon?

Hi hasafs,

Thanks for reaching out. I can confirm that your withdrawal has been reprocessed and you should receive it anytime soon. Kindly refer to our policy & time frames - https://bit.ly/31H79va & https://bit.ly/2Fk8AYT

Kind regards,

888 Team

Dear hasafs, I believe this email means that your withdrawal was finally to be processed by the casino. Please, let me know if you will get the payment soon. I'll set the timer for 2 weeks since it may take some time until the money reaches you.

Dear hasafs,

Have you received your withdrawal from the casino yet?

yes

Dear hasafs,

I'm glad to hear that your issue has been finally resolved successfully so I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Natalia

Casino.Guru