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888 Casino - No withdrawal after verification

UNRESOLVED
Complaint Info
Disputed casino 888 Casino
Reason Verification issues
Amount £ 4000
Posted on January 25, 2021

I opened an account with 888 casino on 23rd of December, eventually I won money and shortly after that I received an email with verification from 888 casino. I provided the required documents and my account was successfully verified, I have an email to prove this. Here I paste the content of this email:

Dear Michael,

This is the Operations Team at 888casino and we are contacting you with regards to your account with username kasdhyc78

Thank you for sending in the recently requested documents which have now successfully passed our verification process. As a result any restrictions which may have been imposed on your account have been removed.

Many thanks for your cooperation in this matter.

For further information regarding our withdrawal timeframes, please visit our FAQs here. http:/­/88­8-e­xte­rna­l-e­n.c­ust­hel­p.c­om/­app­/an­swe­rs/­det­ail­/a_­id/3524

Regards,

Operations Team

888casino"


After my account was verified I continued playing and won again, so I requested a partial withdrawal in the amount of 985 GBP. 888casino sent me a withdrawal confirmation email

We have received your withdrawal request for the total amount of 985.00 GBP. Withdrawal request fee: 0.00 GBP.

Your confirmation number is 412576682102.

888casino makes every effort to ensure that your withdrawal request is processed as quickly and efficiently as possible.


However shortly after that I received another email saying they return me my deposit and terminate account as it hadn’t passed the security checks.

Your account has failed our routine security checks which have led us to discontinue your membership.

I am confused as I passed the verification process, sent them my documents for verification twice, and received the withdrawal request approval and then without any explanation they terminated my account in order to not pay me my winnings.


As I successfully verified my account and haven’t received any other requirements in order to pass security checks, I claim 888 casino to process my withdrawal an pay all my winnings in the amount of more than 4000 GBP.

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