Account no longer reachable

Hi, After submitting a staggered withdrawal I was asked to verify my account. I had already verified my account and sent in multiple documents a couple of months previous so this was ringing alarm bells over them just trying to delay payment. So I sent in the documents and was verified. Unfortunately my withdrawals have still been in 'WagerPass' state, which means they are just sitting there waiting to be processed. It is now 4x the length it has taken previous withdrawals to be processed and sent, so my point of view it seems like a clear delay tactic now I want to withdraw a sizeable amount. I have been very polite and respectful on chat, but the only help they can give me is that they have sent an 'Update Request', unfortunately I never actually get an update. Really frustrating that they mess loyal customers about like this. Just want to get this sorted.

I made a withdrawal 9 days ago and a day or two later totalling just over £300.00. It states in their terms and conditions: Please note that all withdrawal requests in respect of winnings accrued and/ or received through Poker available on the website will be subject to a 24 (Twenty Four) hour processing period from the time we receive Your withdrawal request. and: Generally, using Credit/Debit Card, Neteller or Skrill(moneybookers) takes 24 up to 72 hours pending period. I have spoken to them numerous times on live chat and each time they have either not been able to get hold of the relevant department or will pass it on as an urgent request and will email me back with an update. I have received zero emails from them and nine days later the withdrawals are still awaiting processing. I enquired about possibly cancelling one of the withdrawals and returning the funds to my account to see if it was possible, however they stated, moments after telling me the withdrawals haven't yet been processed, that they could not do this even though it states in the terms and conditions: You can cancel your withdrawal request and have the funds returned to your 138.com account within the processing period. I can't reverse any of the withdrawals even though they haven't yet been processed, when I made the request to withdraw more than 9 days ago. They tell me they will email me with updates and never do, I now just want both withdrawals to be processed into my bank but feel I am constantly being fobbed off.

I am appalled and shocked at the communication from your site. My first withdrawal was requested on the 18/02/2016 it is now the 23/02/16 and I still have no answers to when I will get my funds. I have sent numerous emails, made many phone calls to your team the quality of the phone line is also appalling. I have had numerous live chats all telling me to wait 24 hours. I am sick of being told wait 24 hours. I have met all your requirements for providing identification. I want to know when I will receive my withdrawals. Your site my I add is the worst I have witnessed for customer service.

I am a new customer and have registered on December 31st, 2015. On the same day I deposited £50. I have also sent them all requested documentation to prove my age and address. During an online chat with a customer representative (January 3rd, 2016) I was informed that my account is closed permanently and my balance will not be returned. Please note that I never got the chance to play on this website or place any bets. No reason was offered for the account closure so I don't know why they reached this decision. I believe 138.com has reached a wrong decision in this case and additionally, they have failed to provide me with any answer regarding my complaint. They ignored all my telephone and email queries and have failed to provide a copy of our communication and their official decision. I have already raised an official complaint with Isle of Man gambling commission but they were unable to help any further. The ticket (reference) number of my email to 138.com is 90105.

Hi, This is a bit of a tricky one. I registered a new account and I deposited £3,000. I wasn't sure but felt that I may have already had an account with them which was self-excluded, which I now know is the case. I never circumvented this by entering different information so I'm not sure how their system did pick up on this. However, I placed a bet and ended up with £8303 in my account. There was lots of emails between me and 138 regarding the account as I couldnt log in as it was now closed after chatting with someone via Live Chat. They even confirmed that I was self-excluded and wasn't sure what would happen with the funds in the account. I was then shocked to later receive an email saying my account was now open and sorry for the inconvenience. Now, with a serious gambling problem, this is the reason why I requested the self-exclusion, to prevent me losing this money. I did log in and lost the lot. Which I appreciate was a stupid thing to do, but from my point of view, this casino should not have allowed to reopen the account. I feel that, if any thing, I should be entitled to my original deposit, prior to the detection of a self-excluded account. I should in fairness be entitled to the £8303 as they accepted the bet and then reopened the account, probably on purpose hoping that I would lose it. Surely this isn't fair? I would appreciate so advice from you guys. Thanks, Clare

Hi, I have a pending withdrawal, possibly an accumulation of withdrawals all totalling £9,900. I am verified and have been within a matter of days being registered which is the 19th December when they confirmed I was verified. They also promised quick and smooth withdrawals for which I now realise was a templated email. Each time I contact them they keep advising me that it is being handled by the relevant department and they are still checking it. I realise its Christmas but these guys just seem to be fobbing me off all the time I try and email them. I hope you can be of some help. Thanks, David

Hello after this casino have verified my ID they are continually telling me the withdrawal is pending and with the relevant department, I am owed in excess of 23k and have been getting the run around from them for two weeks now...my ID is approved and am still waiting for payment.

Hello, I'm submitting as a complaint as 138.com have failed to pay out my withdrawal request of £3000 and have subsequently failed to provide any further information. My withdrawal request was processed on 23rd April and in accordance with their processing times I should have received my payout no later than 29th April. As of 2nd May the money hasn't reached me. After 3 days I contacted them for an update to ensure the payment was processed successfully and they assured me this had been done. On 29th April I contacted the company as I still hadn't received my withdrawals. I had visited the bank and obtained a copy of my statement and a letter from my bank manager to say they had checked all of the branch's holding accounts in case the money had been sent their in error. I sent this information to the company and they promised me an update within 24 hours. I returned on 30th April and was told there was no update and told to wait another 24 hours. I expressed concern as I had been told originally it would only take 24 hours to get an update. I waited and came back on 1st and 2nd May and they have not provided any information. The customer services team claim they are only capable of communicating via e-mail to their security team who manage payments etc and as such, they can't get any update until they respond. At what point though does this dynamic cease to work? They claim the company is powerless to help me as only a certain team can assist, but they aren't responding to e-mails. I have sent several e-mail and no one has had the courtest of offering me any information. I feel at a dead-end. The company have effectively said to wait until they are ready to help me, but so far I have no assurances they have even sent the payments. I asked for further details about their bank and the payment method used, so I could check this with my own bank, but they are refusing to provide any details of their payment procedure. If the company provided me an exact date, even a week from now, I would accept that, but I'm not happy to just to be told to wait indefinitely. If the money hasn't arrived within the timeframes indicated, surely something has gone wrong? I just want the money to be returned and accurate information on when to expect this.

I won during August and it has been around a month and they don't pay The only email I get is : Dear Malin, Thank you for contacting 138.com. This is in reference to your email regarding your withdrawal request. Please be advised that your withdrawalis still being processed and we have alerted the Security Department to make a follow-up from the Processing Department so this can be resolved the soonest. I sincerely apologise for all the inconvenience that may have caused you but I am also hoping for your patience and understanding on this matter. I can assure you that as soon as we have the update from them an email will immediately sent to you. We are working double time to resolve this concern so please bear with us on this one. Thank you for your cooperation and understanding on this matter. It is a big amount and I expected faster payment they owe me 11,500 Pounds.

I have won £15596 and after that my account was verified, and casino paid one time only £3000 on 26 Aug 2014, and after that I have submitted few withdrawal requests, but they have stopped paying with no reason. More than 3 weeks I think I have waited enough till date. Please help me to be paid.