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888 Casino - Random Account Closure & Withholding of Winnings

UNRESOLVED
Complaint Info
Disputed casino 888 Casino
Reason Account closure
Amount £ 3172
robert3288 United Kingdom
Posted on July 6, 2020

I registered an account with 888 Casino on 15 June 2020. I understand the importance of verification and I uploaded my identification as well as verifying my phone number and email address which is all in accordance with the standard procedures.

I started using the account on the same day as there was nothing saying that I couldn't and going by the 'welcome email' it was encouraged to get started so I deposited money but did not partake in any of the bonuses on offer. Over the course of the next 2 days I deposited a number of times (all within my financial capabilities) and made 4 withdrawal requests.

I immediately uploaded my ID so that my account could be verified but at this stage I was still allowed to deposit and use their games. I also should mention that I am over 18 and have never had an account with 888 in the past so there should have been any problems so I carried on and won some money.

Both on the 16 and 17 June I contacted 888 support via their live chat system to ensure everything I was doing was ok and if my withdrawals would go through. They advised that there was no blocks on my account and on the 2nd chat they even congratulated me on my winnings.

Slightly later on the 17 June only a small amount of my withdrawal was processed (in addition to the previous days amounts) so this matched all that I had deposited originally. I had winnings amounting to £3172 which has not been received and simultaneously my account was closed with an email from the Operations Team stating:

"Your account has failed our routine security checks which have led us to discontinue your membership.
This is a discretionary decision, and as indicated in our Terms and Conditions, we reserve the right to terminate your membership, and so in accordance with these conditions, your account with ourselves has been permanently blocked.
No further transactions will occur upon this account, and any future accounts that you open will be closed, and their deposits may not be refunded."

I contacted this 'Operations Team' for which they did not respond. I have continued to try and contact Customer Services for information for which they direct me back to the ‘Operations Team’ I’ve continually emailed The Operations Team with no response received at all within the last 3 weeks and looks unlikely they will ever respond which is why I am looking for help. I feel that if you are going close my account and confiscate my winnings then there should be a clear explanation in the email as to why this situation has occurred. Honestly, I feel violated and as a Customer I shouldn't have to feel like this.

I question whether my account would have been closed if I had lost money. I acknowledge my loses are my responsibility and never blame providers if this happens, its just luck. However, in this case I didn't lose, played the game fair with full awareness of the risks, yet I am being treated as if I've done something wrong just for winning.

I find this incredibly disrespectful and unfair treatment of a valid customer who has followed the 888 guidelines. Obviously I feel that I deserve the £3172 winnings which would make this fair.

Posted on July 8, 2020

Thank you for the opportunity to address your concerns @ROBERT3288

We can see that the Operations team has sent you another email today, July 8. Kindly review your messages.

Regarding the funds in question, and as previously mentioned, they will not be released from your account. No further transactions will occur.

We remain available if you have nay other questions.

Sincerely,

888 Team

AskGamblers
Posted on July 11, 2020

Dear @robert3288,

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.

robert3288 United Kingdom
Posted on July 13, 2020

Hi AskGamblers, apologies for the delay in responding to this. The response from 888 Operations Team did not answer any questions or help me understand why this has happened:

I don't feel that the response you've given is any different to the original email, you've made it less generic and more personalised to me, but it still doesn't answer questions and it's slightly concerning to me what these 'security checks' involve.

Why were these checks not carried out immediately when I opened the account? Why was I allowed to use the site if your intention was to close it? You had all of my details when I signed up for which you could have checked e.g. I didn't have a previous account (which I'm sure I didn't).

Please provide me with specific details you have been looking at which brought you to the decision you made?

When you talk of security what do you actually mean? Are we talking software security, company security, my security? You've done something with my details and I would like to know the process please?

As mentioned previously (which still hasn't been confirmed to being actioned) I would like this escalated to complaints unless you can explain the 'factors' which were carefully considered in order for you to reach this decision.

I still feel that there has not been any specific reasons given as to why I cannot receive my winnings which is why I would like to pursue this complaint.

Posted on July 16, 2020

@ROBERT3288 all the details regarding your case were provided in the emails that you received from the Operations department.

We remain available if you have any other questions,

Sincerely.
888 Team

AskGamblers
Posted on July 16, 2020

Dear 888 Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and information that could support your accusations towards the player. Please make sure to state all the relevant casino and/or promotional terms that you believe have been breached by the player, if any. Please send required information to suppor­[email protected]­skg­amb­ler­s.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that, in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved.

Thank you in advance.

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