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888 Casino - Account closed deposit held no response

UNRESOLVED
Complaint Info
Disputed casino 888 Casino
Reason Account closure
Amount £ 500
Posted on February 26, 2020

I opened a account with 888 casino on the 15th Feb 2020 using my normal credentials, account was set up and deposited via PayPal (£500) after the deposit was made I was frozen out of my account and recieved a email saying that they need to do checks etc
Subsequently recieved a email saying I have closed a account within the group and therefore I'm not allowed to open a account within the group and to refrain from doing so in the future. I replied saying OK and if my deposit would be returned?

Recieved no response on the email

I decided to then contact 888 via their online contact form and Miguel a VIP representative replied saying I would receive a reply within 72 hrs as he's sent my query to the correct dept.

Likewise I didn't receive a reply

I then asked again via their online form if someone can assist, the usual time frame for replies is 24hrs via the form

As such no reply

I have since asked them for their complaints procedure as I would prefer this route rather than a ADR as I expect it will be a simple process of returning the deposit, no response to my email regarding the complaint procedure.

In view of literally no response and being ignored I seek help via ask gamblers to assist

Posted on February 28, 2020

Thank you for bringing this matter to our attention.

Kindly note that the matter is been investigated and we will contact you back as soon as possible.

We remain available if you have any other queries or concerns.

Sincerely,

888 Team

Posted on February 28, 2020

Thanks 888 casino

Will await your reply

Regards

Posted on February 28, 2020

Thank you for your patience.


Sincerely,

888 team

AskGamblers
Posted on March 2, 2020

Dear 888 Casino,

Please let us know if there's some update regarding this case.

Posted on March 3, 2020

Dear AskGamblers.

We can see that the relevant department contacted the player on March 2.
Answer to the player's last correspondence should arrive within the next 24 hours

Please let us know if we can assist with anything else

Sincerely,

888 Team

Posted on March 3, 2020

I received a email from operations which was incorrect as had the wrong user name (macauking15) , the email stated that I have opened a case with PayPal and to speak to PayPal regarding the refund, I have since spoken to PayPal and no refund is pending, this case is not closed, I cant understand why 888 casino are dragging this out, a account was opened, deposit made, account was closed by operator but refund is still missing
Operations can't even send a email with correct details, please can 888 casino please look into this

Posted on March 3, 2020

Received this from 888 operations, there is still no notification from PayPal but looks like we are heading in the right direction, I would like to keep the case open until the refund is made, appreciate the response from 888 as the reply came quickly after I posted here

Regards

Posted on March 5, 2020

We can see that the last correspondence sent by the player was answered and his concerns addressed there.

Please let us know if we can assist with anything else

Sincerely,

888 Team

AskGamblers
Posted on March 5, 2020

Dear @Playlikeasnail,

Please confirm if the issue has been resolved. Be in aware in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly. Please keep in mind that as per the AGCCS terms providing updates in a timely manner is a must.

Thank you for your cooperation.

Posted on March 5, 2020

I contacted PayPal and no payment has been received by 888,

888 have confirmed in writing that they will refund but as such nothing been received so therefore would like to keep case open

Posted on March 9, 2020

As mentioned in the correspondence, Paypal will be able to advise how long will it take for the funds to be credited to the account.

Please let us know if we can assist with anything else

888 Team

Posted on March 10, 2020

I've contacted PayPal and they have no knowledge of this case being refunded or the dispute settled, either way no payment has been received by 888, I would like 888 to send details of the refund (transaction number)

Posted on March 11, 2020

I attach my last communication from PayPal which states that 888 casino haven't refunded nor actioned any refund to my PayPal account, 888 state that they have settled this case, please can you provide proof to ask gamblers directly and to myself privately to confirm you have issued the refund

Posted on March 12, 2020

I escalated the dispute with PayPal yesterday as PayPal have a cut off of the 15th march (one month since payment was sent) l received the following emails this morning stating that payment will now be made, I have had similar emails from 888 where they stated payment has been made and nothing has happened, its disappointing that I need to escalate to see something happen, I'm not holding my breathe as seen similar emails from operations saying payment made and then been given the run around and told check with PayPal for them to say nothing received. To then repeat the cycle.

Would be nice for 888 casino to explain why they stated payment was made over a week ago?
Screenshots of emails (private) for operator and ask gamblers
I ask this case be kept open until the refund has been received

Snailplay15

Posted on March 12, 2020

I escalated my case with the payment provider PayPal yesterday as they have a cut off of one month from when the payment was sent (15th March) after this date I cannot pursue 888 via PayPal.
I received emails from 888 saying they will now refund, well I've had similar emails from 888 on this case where they say payment sent, please check with PayPal and payment provider says nothing received. For me to further escalate, this shouldn't be necessary nor for something as simple as a refund need to go via a ADR,
Would be nice for 888 to explain why they stated in writing that the refund was done over a week ago?

I ask that this case remain open until the refund is received

Snailplay15

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