Ag Awards

888 Casino holding my winnings

Complaint Info
Disputed casino 888 Casino
Reason Delayed payment
Amount £ 2000
karin229 United Kingdom Message
Posted on December 17, 2014

I won £2000 and submitted a request for withdrawal on 25/11/14. I received an email on the same day saying it was being processed. I looked at withdrawals and it said to Paypal 3 days processing then 2 days into the account. I have a verified Paypal account (so have been checked and confirmed who i say i am). so i wait........status doesn't change and they swallow another £1000 paid for by my Paypal account. I send an email - no response only automated, I phone them to get a very unhelpful female who tells me my account is on "hold", i explain it can't be as i have been depositing - no my winnings are on hold......I ask why - she tells me she doesnt know but to email Operations dept. I ask for a phone number - sorry we don't have one!! So 888 casino will continue to take money for my deposits, but will not pay out the money i won! I never used a bonus so didnt have wagering requirements to fulfill, i have had no emails to tell me there was an issue and i have had to chase around trying to find out what is happening with my account. Shocking and appalling customer service and i will be urging others to avoid - i am with several casinos and many of them pay back winnings to my account within 24 hours - 888 casino takes days as a standard, thats without being on "hold" for some unknown reason that they wont tell you and you have to sit around wondering when and if you will get your winnings!. I will be putting my complaint in writing to the ombudsman and i will go on social media and to the press if necessary to save someone else from this heartache - I spent on the casino, thinking i would get my winnings back in my account within the week and now i don't know what to do to get through - if you have a verified paypal account, that means you are who you say you are, it is connected to your home address and to your bank account.

Posted on December 9, 2014

Hi Karin229,
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 December 13, 2014

Any news about this complaint?

Posted on December 17, 2014

We didn't get any response nor from player not from casino, we consider this complaint unresolved.

Posted on December 17, 2014

This issue is resolved.

Posted on December 17, 2014

Can you please confirm that this issue is resolved, thank you.

Posted on December 20, 2014

Can you please confirm that you received your winnings, we got information from the casino that they did.

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