888 Casino - Ongoing issues on withdrawal

RESOLVED
posted on April 8, 2015.

On the 28th March I made a withdrawal from your casino, I called and advised your customer support that there is normally a issues adding funds back to my debit card but was told “I guarantee that you wont have a issue” on the 31st of march I recived a message from you stating that there was a issue !! SURPRISE

I followed your instructions and entered my Bank account details and sent across yet more verification documents, the balance I am trying to withdraw is still sitting in my account, I was assured yesterday that it would be processed the same day ……….. still there now – only explanation I have received is that 888 Casinos staff were on holiday ??? this is now becoming extremely frustrating, no online customer chat, no replys to emails and no one answering the phone

posted on April 9, 2015.

Hi Django,
We would very much like to help resolve this issue with you.
Please give us your 888casino username so we can check your specific issue and take care of it as soon as possible,
thank you for your patience,
888casino team.

posted on April 9, 2015.

My user name is skull1066

I finally spoke to somebody yesterday and was informed that 888casino had not processed my documents, even though i received a email stating "We can confirm that we have now received and verified the recently requested documentation. As a result any restrictions have now been removed from your account, and any waiting withdrawals can now be processed."

And was informed 2 days ago that everything was ok with my account - Delaying a players winnings is the fastest way to lose a active player

posted on April 9, 2015.

Thanks django,
We will now attend to your issue.
Thank you for your co-operation,
888casino team

posted on April 9, 2015.

Reply and my response from 888 casino

Jenane,

Please see answers to your incorrect statements

Jim. please be advised that when we tried to process your withdrawal to your Mastercard ending #1696 our systems did not recognize the card as refundable and therefore we were unable to apply the funds. - I called and informed you that your systems would not recognize and your customer services representative told me that she guarantees it would

Reviewing our records, I can see that as soon as these funds were returned into your account you chose to reverse this withdrawal and the all amount returned to your bankroll. - because i followed your email instructions to add my bank details via the cashier ?

In the meantime you have updated your bank account details but did not inform us of this. As a result your new withdrawal request remained in a processing status. - I UPDATED ON YOUR SYSTEM ?? AND I CALLED YOU SEVERAL TIMES ? 3 Times this week ALONE ?

I have phoned 888casino several times regarding this and have been told a different LIE each time

1. it was due to holiday
2. you had not processed my details correctly
3. its my fault for not telling you ??

and now i have to wait another 24 hours

posted on April 9, 2015.

Hi,
The transactions team have dealt with the query shortly ago and sent you an email confirming that everything is resolved and your request has been processed.
Please let us know that the issue has been resolved.
Thanks,
888casino Team

posted on April 9, 2015.

the email from your transaction team is above ? THE ISSUE IS NOT RESOLVED

posted on April 9, 2015.

Hi,

We apologize for the confusion, a support representative will call you shortly to sort everything out.

Thanks for your patience,

888casino Team

posted on April 11, 2015.

i am currently awaiting the funds, i will post to close this thread once they have been received - not holding my breathe at the moment

posted on April 14, 2015.

Funds Received, please mark this as resolved - thank you for you help in the matter