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888 Casino - Locked out of account and prevented from withdrawing cash deposit

RESOLVED

Complaint Info

Disputed casino

888 Casino

Amount

£ 1600

Posted on November 7, 2018

I have a verified account having previously sent in my id. Four days ago I made two deposits of £800 to 888casino for a promotion they were running. Whilst playing on the slots my account was frozen and I was automatically logged out. My account has been disabled. I received an email asking me to upload my documents for id verification using the verify me service on the 888casino website. I am unable to do this as I do not have access to the website as they have locked me out. Neither do I have access to live chat as they have locked me out. I sent my documents in to the operations team at 888casino by email. Twice. I have still not had a reply. I am still locked out of my account. My deposit of £1600 is in the hands of 888casino and I have no way to contact them other than by email which they are not responding to. This is a previously verified account and the money is my deposited cash - not bonus money or winnings, but my deposited cash. I am at a loss as to how to proceed.

AskGamblers
Posted on September 6, 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 September 7, 2022

Hello there,

Kindly note that this case has been handled back in 2018. Documents were reviewed, potential restrictions that might have interfered with this were removed and funds sent.

Should there be anything else you might need help with, just let us know and we'll get to it.

Kind regards,
888Casino

AskGamblers
Posted on September 7, 2022

Dear @berbs,

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.

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