Complaint #1190 888 Casino

Lost six winning coins Fire Blaze Pharaons Daughter

By hsarwom1974

2 years ago

Dear AGCCS,

I am regular player with Bet365 and William Hill Casino Slot machines. I decided to play 888 Casino on Saturday 02 Dec 2023. My account was debited $200 when signing in. I deposited $10 also.

I signed up 888.poker and then selected 888.casino. I have submitted my drivers license and copy of my bank statements. Until today it is stlil being processed. But I am allowed to play.

I play Fire Blaze Pharoah's Daughter at 18:03 (my time). I start off with the lower bet of 0.25 and then throttle my bets up slowly until I reach $5.00. I won 6 coins and one included a star. The coins totalled more than $200 plus the star coin potentially would give a winning of US$10,000 - At this pont, I am so excited with my winnings. And click on the spin and the game continues WITHOUT entering the "coin drops".

I am so confused and do not know what to do next, but I know that I have won six coins- Somehow I did not get my payout???

I then reported the matter to the online agent and was emailed a special iTicket 00323944 - Since then I have followed up daily, only to be wait and be patient while it is being reviewed. I do appreciate the effort of the technical team in reviewing the ticket, but since yesterday, no one has responded to my email follow up.

I feel that I am at a loss of my own $210 plus I have lost the US10,000 opportunity in the six coin drops - I do appreciate the effort of the ASKGAMBLERS to help me. I have attached screen shots and video of the logs for your assistance in this matter. The game IDs, date and time when the system glitched are as follows,

16324524885 02-12-2023 18:03:55
16324525228 02-12-2023 18:03:57
16324525623 02-12-2023 18:04:01

My account name is < removed > and my account reference number is 231202-002049 with 888.poker

Thank you,

Disputed Casino 888 Casino

Reason Software glitch

Amount $210

Discussion

AskGamblers

• Support Team

2 years ago

Dear @hsarwom1974,

Please let us know if there are any updates regarding your ongoing complaint. In case you fail to respond within the given timeframe, please be notified that we will consider your case resolved and it will be closed accordingly.

Kindly note that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints 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.

888 Casino

• Representative

2 years ago

Hi HSARWOM1974,

Please accept our sincerest apology for the inconvenience caused.

We've sent you an email regarding your concern.

You may respond to it then we'll assist you from there.

Thank you so much for your patience and understanding regarding this matter.

Sincerely,
888 Team

hsarwom1974

2 years ago

Dear 888,

How can I provide evidence of a winning that was snatched from me. I had all six coins including a star coin at $5 bet. The machine just continued without playing the free spins. You have to find out from your log properly. This is absurd to say the least that I am not compensated for my loss. That your system also can not trace my winnings, is absurd. That clearly shows that my winnings was snatched or lost?

Heni

888 Casino

• Representative

2 years ago

Hi HSARWOM1974,

We apologize for the long waiting time on this, I've checked the status of the ticket and I can confirm that the checks are still on going. Don't worry as soon as our tech team are done with the checks will make sure to let you know immediately regarding the result, thank you for your patience and understanding.

Regards,

888team

888 Casino Complaint Stats

Resolved 333 / 397

Avg. Amount $8,733

Avg. Complaint Duration 8 days

Avg. Response Time 2 days

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