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888 Casino - Legitimate winnings voided without any explanation and evidence

Posted on October 12, 2015.

Hello at Askgamblers

I wish to file a complaint against 888casino.

Last week I had some winnings on this site and I thereafter tried to make a withdrawal €900. They then asked for me for some documents before they could process this payment - ie identification which I sent them via their the steps shown on their internal routines on their website (Swedish passport + Icelandic drivers license plus copy of both sides of the credit card registered there which is in my name).
I have never had problems on other websites providing these exact forms of documentation for ID when I wanted to withdraw winnings elsewhere so I cannot see that there can be anything wrong with my documentation. The cryptic answer they give is hardly help as there is no motivation given for their actions.

What is funny to note is that they congratulate me to my winnings on October 7, 2015 at 01:29 and say there that the 900.00 EUR were transferred back to my bankroll (#206310771555).
They then - a mere 3 minutes later at 01:32 the same day - proceeded to have have my account cancelled without getting a motivation as to why this was done other than there had been "careful consideration of all factors involved"

They also state very vaguely that "Please be advised, due to our internal security procedures we are unable to discuss this matter further.
The account will remain blocked and any money in your bank roll will not be refunded and no cashouts will be paid."

I had €900 awaiting as a withdrawal and I find this totally unacceptable and fraudulent. They took my money when I played at first all according to their rules but when I won and wanted my winnings they just cancel and basically say "screw off you get nothing" when I wanted a withdrawal. Crooks. People like this should be seriously reprimanded and all people playing online gambling should be warned of this specific website.

I am attaching the relevant communication with aforementioned online casino and would be very grateful if you can look into the matter at your earliest convenience



Posted on October 12, 2015.

Dear @fb_10­153­240­065­163471,
Any update considering your complaint? Thank you.

Posted on October 12, 2015.

Yes. I received a reply today saying I need to present:

- Notarized copy of your ID, Passport or Driver's License.
- Notarized copy of a recent (less than four months old) utility bill showing your name and address.
- Notarized copy of your card ending # XXXX used to deposit (front and back)

Will be going to a Notaris Publicus today to get these valid documents of mine notarized and will send them this. Thereafter we will see what happens. I have no utility bills or phone bills in my name over the past 4 months so I am presenting a bank statement from my Icelandic account and bank that has issued my credit card instead that shows my correct adress. That should be no problem. no?

Posted on October 14, 2015.

Got my notarized ID documents today (although they do not notarize electronic bills) here in Poland and have asked them where I should send them. Awaiting reply

Posted on October 18, 2015.

Hi fb_101­532­400­651­63471,
is all sorted now?
888casino team.

Posted on October 19, 2015.

I sent this to Cassava Enterprises today:

"Dear Cassava Enterprises

I have now – after your request and quite the hassle - received notarized (here in Poland) copies of my passport, drivers license and VISA credit card ending in the numbers 3764. These documents also substantiate my current legal living address in Iceland (Austurvegi 15, 860 Hvolsvollur, ICELAND). I have previously sent you copies of 3 of my electronic bills sent to my address here as well.

I hope this straightens out our matters regarding my Identification process and that I can withdraw my outstanding balance of €900 immediately.

Thank you

Björn Nygårds-Kers"

Now awaiting their response...

Posted on October 20, 2015.

Dear @fb_10­153­240­065­163471,
We remove all attachments because they contain personal and sensitive information.

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