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888 Casino - Funds held back without explanation

RESOLVED
motegs Malta
Posted on April 13, 2019.

I had a good run at the Live Roulette table and have an account balance of close to 50,000 Euro. My withdrawal was limited to 30,000 Euro per calendar month which is an option they reserve in their Withdrawal Policy. While I find that alone questionable as they would certainly not stop accepting deposits from me after a certain amount is reached, let it be. I can live with it.

My withdrawal request of the first 30,000 Euro is however pending for 6 days now while their withdrawal policy states that it should be approved within 2 days. They have so far only refunded me my original deposit and informed me 3 days ago that they are “currently completing [their] validation process regarding the associated win result”. On a complaint and request for further information sent yesterday I got no reply.

I did play nothing else than 300 spins of live roulette. What validation can take that long and why would I not be informed accordingly?

Posted on April 16, 2019.

Thank you for you for bringing this matter to our attention.

We will endeavor to process all withdrawals within the specified time period stated above, however there may be occasions where this does not occur, due to reasons which include but are not limited to verification procedures, technical issues or third parties' acts or omissions.

We can also see that besides the validation process of the win results, there was another matter that needed to be addressed with the Operations department; this was resolved on April 14th.

The remaining of your withdrawal was paid on April 15th and you should receive the funds within 1-2 business days. https:­//w­ww.8­88­cas­ino.co­m/b­ank­ing­/wi­thd­raw­al/­tim­e-f­rames/

Congratulations on your winnings!

We remain available if you have any further questions or concerns. Thank you for your time and your membership.

Sincerely,

888 Team

motegs Malta
Posted on April 16, 2019.

I received my funds yesterday. It seems that my public complaint here was fruitful.

The other matter you are referring to must be the login to my account from another country, something you brought to my attention already on 7 April and I replied to you with an explanation that you eventually accepted, I was travelling, on the same day. It is therefore just an excuse or simply owed to your slow customer service that this matter was only resolved a whole week later.

While I at least received my money unfortunately I still have to say that your service level is terrible!

AskGamblers
Posted on April 17, 2019.

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

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