Complaint #768
888 Casino
Random Account Closure & Withholding of Winnings
6 years ago
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.
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.
888 Casino Complaint Stats
Resolved
334 / 403
Avg. Amount
$8,666
Avg. Complaint Duration
8 days
Avg. Response Time
2 days
888 Casino Complaint Summary
Most user complaints about this operator fall under the Payment category.
So far, 243 out of 300 complaints in this category have been resolved.
This operator's average complaint duration is 8 days, while the average duration across all operators is 8 days.
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