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Hello, I requested a withdrawal on 2/5. They asked me for bank transfer details but they claim it has been done and the money never arrived. They also didn't respond to the complaint, they just sent an email saying to wait until 11/5. That day has passed and the money is still not appearing, and they are also nowhere to be found.

Hola, el 2/5 pedi un retiro, me pidieron los datos para transferencia bancaria pero ellos dicen esta hecho y el dinero nunca llego. Tampoco me respondieron la queja solo enviaron un email diciemdo espere al 11/5 paso ese dia y el dinero sigue sin aparecer y ellos tampoco aparecen

Dear silmassolo,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. 

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise if your account has been fully verified?
• Do I understand the cashout appears as processed in your casino account withdrawal history?
• Have you made any successful withdrawals in the past?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Looking forward to hearing from you.

Best regards,

Tomas

Hello, the account was verified, it is my first withdrawal with them. The withdrawal appears as processed.

Hola la cuenta fue verificada, es mi primer retiro con ellos El retiro aparece como procesado.

Has the casino asked for you to provide any evidence of non-receipt of funds, such as a statement of your bank account?

No, they sent me a transfer receipt but the money does not appear in my bank.

No, ellos me enviaron un comprobante de transferencia pero en mi banco el dinero no aparece.

Thank you very much, silmassolo, for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@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 silmassolo,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite 888 Casino representative to join this conversation.

Dear 888 Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

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.

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.

Dear silmassolo,

I have left this case opened longer than usual, because the casino does not have any unresolved cases with us yet. In the past, they cooperated with us regarding complaints without an issue, and it seems like there is hopefully only a temporarily issue with their customer service team. This case will be closed, if no one from their team will participate in the resolution of this complaint. However, if they will be able to cooperate, they can reopen this complaint at any time.

Could you please confirm, if you still have not received the withdrawal?

Thank you.

I never received the money, they say they sent it but they didn't.

Jamas recibi el dinero dicen lo enviaron pero no fue asi

Dear silmassolo,

I've received a confirmation from the casino, that the money was sent in May. Can you please send me your full bank statement in PDF from the beginning of May until now, so we can investigate further?

Thank you.

Dear silmassolo,

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.