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888 Casino - Incorrect bets applied, investigation goes on forever

RESOLVED

Complaint Info

Disputed casino

888 Casino
Posted on August 1, 2020

I filed this complaint previously, it was rejected on July 22, 2020 for insufficient evidence.
On June 27, 2020 i had a balance of $343.16 when i started to play the slot game "Once Upon a Dime" on 888 casino.
I remember setting the bet to $0.25, the minimum which i always play on slots.
A few spins later i noticed that my balance was $0.66. thinking it was an error i played two more spins leaving me with $0.16.
I then sent the attached email to 888.(June 27/20).
When i checked the game history the records showed that i had made bets of $250, $75, etc until i had no more money, which 888 confirmed on July 2, 2020.(attached). I saved these records but i am unable to open them.
The records for this game have now been deleted on 888, (attached)
I am not disputing what the records say, i am saying that i did not make those bets, on checking the max bet feature on "once upon a dime" i see that on clicking the max bet feature a scale opens (attached) where you must select a percentage (i assume of your funds) prior to starting the spin. so had i accidently clicked the max bet feature (which the game history appears to show) i would have to click the max bet icon, then 100%, for every bet, which i certainly did not do,
After my complaint was rejected on July 22, 2020 i requested the full system log for the game in question, (attached), 888 has not replied., in fact they have not replied since July 2, 2020.
Please do not just reject this complaint, if there is more information you would like or if the screen shots are not clear enough i will try to get them.

Thanks
John

AskGamblers
Posted on August 6, 2020

Dear all,

This complaint has been reopened as per 888 Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

AskGamblers
Posted on August 10, 2020

Dear all,

This complaint has been reopened as per the submitter's request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved in the dispute reach a satisfactory resolution.

Posted on August 11, 2020

My latest correspondance with 888.

Posted on August 14, 2020

My latest correspondance with 888.

AskGamblers
Posted on February 14, 2022

Dear all,

Kindly be notified that this complaint is being reopened following the declared willingness on behalf of 888 Casino management to do everything within their power to resolve their outstanding AGCCS cases. The AskGamblers Complaint Team will gladly assist by giving any of these old cases an additional chance for a successful resolution.

Posted on February 14, 2022

Hi Buckley,

Thank you for your message. We have reviewed your case and noticed that on that day you placed 8 bets worth $250, $75, $12.50, 2 $2.50, and 3 $0.25, all of which were losses. You remained with 1 cent in restricted funds. These bets started at 2020-06-26 22:24:48.300 and ended at 2020-06-26 22:28:19.267.

Please note that we always advise our members that it their responsibility to ensure details of their bets/wagers are correct, and upon checking you have chosen the max bet feature before placing these bets.

Buckley we have also sent you e-mail with all your gaming activity of that day as you have requested.

If further information is needed please do let us know and we will be more then happy to assist.

Sincerely,
888Casino

AskGamblers
Posted on February 14, 2022

Dear @buckley,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Posted on February 14, 2022

Hello 888,
I made the following point to support my claim on Aug 1, 2020, you have never acknowledged or responded to this point.
I am not disputing what the records say, i am saying that i did not make those bets, on checking the max bet feature on
"once upon a dime" i see that on clicking the max bet feature a scale opens (attached) where you must select a percentage (i assume of your funds) prior to starting the spin. so had i accidently clicked the max bet feature (which the game history appears to show) i would have to click the max bet icon, then 100%, for every bet, which i certainly did not do,
I have never played a max bet, as your records will show, nor would i as i do not trust the fairness of your games.
I am an honest person, if i had placed the bets i would say so, and i would not be going to this length to recover the money.

Since you refuse to return my money i will never again play on 888 and will do my best to discourage others from doing so.

Thanks
John

Posted on February 17, 2022

Hello @buckley,

Thank you for getting back to us. As we do not have access to your local records we can only make a decision based on what our records show, regarding the bets that you have placed.

As our Technical Team confirmed, those bets were set as such on your end. We cannot in any way influence the number of bets you place or their value. It is the responsibility of the customer to ensure the details of their bets or wagers are correct.

If further information is needed we will be glad to provide it.

Sincerely,
888Casino

AskGamblers
Posted on February 19, 2022

Dear all,

Kindly note that the AskGamblers Complaint Team requested and is still awaiting additional information from the 888 Casino team.

Should the operator fail to provide such an update within the specified timeframes, the case shall be considered unresolved and will be closed accordingly.

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