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888 Casino - Withdrawal & Verification Delay

RESOLVED
WinchcombC United Kingdom
posted on January 20, 2019.

Hello, I have got an account with 888 casino and deposited £40 with them through one of there options (Much Better) as I had been waiting for my new debit card to be delivered and only needed my bank account number and sortcode for the deposit which was great. I played live casino blackjack and made a little over £600 started loosing so withdrew £500, Monday 7th January 2019 888 casino emailed saying they have recieved my withdrawal request saying they will pay out as soon as possible.On the same day the operations team emailed telling me my account has been suspended due to other account linked with mine had been closed I responded back that evening quirying the issue. Tuesday 8th Jan they email telling me my £500 has been put back to my bankroll. And I then get a response to my email on the same day but they have called me someone else’s name and have sent this persons user name and told me they are refunding my deposit to another persons account also stating the last 4 digits of the long card number.. I responded back confused and said this isn’t the correct person.. they replied with an appoligy and asked me to provide proof of my identification. on the 9th Jan they emailed telling me my money will be held in my bankroll until the matter is resolved, I was waiting for my new driving license to be delivered so had been unable to send at that point and told them this.. Monday 14th Jan they email with a link to send my documents to I had had my license delivered on the Tuesday 15th and sent a picture of that with my bank card as they wanted. Since then I have had no contact with any update of what’s happening with my winnings considering no bonus was used in the making of my winnings and they had breached some sort of data protection by sending someone else’s details to me I found very poor as I work in insurance and know that’s far from okay.. would like to know how long I should expect to wait considering I phoned the customer service people and they said within 48 hours and couldn’t help anymore.

WinchcombC United Kingdom
posted on January 20, 2019.

I have had an email from support telling me my documents have been recieved Saturday 19/01 at 17:14 and will have a response within 48 hours. Just to update you guys.

posted on January 23, 2019.

Thank you for bringing this matter to our attention. We are sorry for the delay in updating you about the status of your account.

I can confirm that your account has been verified and a confirmation email was sent to you on January 21st with the notification. Please let us know if you received it; we will be happy to send you a copy of it if you did not.

Let us know if there is anything else we can assist you with.

Sincerely,

888 Team

AskGamblers
posted on January 23, 2019.

Dear @WinchcombC,

Please confirm if the issue has been resolved. Please be in aware in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.

WinchcombC United Kingdom
posted on January 23, 2019.

All sorted now thanks 888 casino and askgamblers.

posted on January 23, 2019.

Wonderful news!
You continue enjoying the games.

Sincerely,
888 Team

AskGamblers
posted on January 23, 2019.

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

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