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888 Casino - Account locked and 6000EUR payment not received!

Complaint Info
Disputed casino 888 Casino
Reason Declined payment
Amount ‚ā¨ 6000
Posted on March 21, 2016

I made a deposit of 1300EUR with Entropay on the 7th of March 2016 without any bonuses! I won some money and requested a withdrawal(2015EUR) to Entropay... 888 requested a copies of my ID card and credit card(from which I made a deposit to Entropay). I sent a copies and the next day(10th of March) they answered:
"We can confirm that we have now received and verified the recently requested documentation. As a result any restrictions have now been removed from your account, and any waiting withdrawals can now be processed."
Three days later I received money with Entropay, everything was fine! But that was only a beginning of that bad story for me...

The next day I decided, that I want to play on high limits roulette and blackjack, and I deposited a huge amount(6500EUR) of money with Entropay also. It was not very good gaming day for me, but at the end I won something and my bankroll was 8000 Euros. I decided to cash out an amount of my deposit(even a little less) and requested a withdrawal of 6000 EUR back to Entropay... Everything was OK and on 16th of March I received an email from 888, that my withdrawal request has been approved:

"Dear Hermann,
Thank you for choosing 888casino and congratulations on your winnings!
According to our records, you have one or more withdrawal requests which are currently being processed.
The details of the withdrawal(s) are as follows:
EntroPay ***5474, 6000.00 EUR (#217652743830)."

I was very happy and in good mood, but yesterday (on 18th of March), when I tried to login to my Entropay account and to see a payment of 6000 Euros from 888 on it, I was very surprised, because my Entropay account was restricted! Then I tried to login to my 888 account and it was restricted too! Then I made a phone call to 888 phone number, that is listed at a cashier section, but a representative told me, that I need to write an email to operat¬≠ion¬≠[email protected]¬≠ass¬≠ava.ne¬≠t...and I did it... The same day(yesterday) I received such an answer:
" Dear Hermann,
This is the Operations Team at 888casino and we are contacting you with regards to your account with username "blindcrypig".
Thank you for your recent communication.
Your account has failed some of our internal security checks and as a result we have taken the discretionary decision to close your account.
This is in line with our terms and conditions, and the decision is not reversible.
Please contact your payment provider Entropay directly to discuss with them any restrictions they have placed on your account with them.
Operations Team
operat¬≠ion¬≠[email protected]¬≠ass¬≠ava.net"

Also I wrote to Entropay support and asked, why did they restrict my account and where are my 6000 Euros? Entropay support answered:
"Dear Hermann,
Thank you for your email.
Please contact 888 the source of the payout of EUR6000.
Support Team"

Then I wrote to operat¬≠ion¬≠[email protected]¬≠ass¬≠ava.net again something like this: " Can you write to Entropay and tell them to remove any restrictions from my Entropay account please?
If you won't do this, then I'll write a complaint to eCOGRA (eCommerce Online Gaming Regulation and Assurance).
And I will file a lawsuit against your casino if you won't advice Entropay to unlock my account!"

So, my 888 account is blocked and my Entropay account is also blocked because 888 told them to block it, as I guess!

My account at 888 casino was verified with a requested documents, as I already told before... What esle do they need?

The total amount of my deposits with Entropay to 888casino was 7800 Euros and a successfull was only the first withdrawal of 2015 Euros!

I want, that you tell 888casino, that they ask Entropay unlock my account with my 6000 Euros withdrawal on it. Because if they won't unlock it, that will mean, that they've stolen almost all of my deposits!

If you need my ID copies or something else, write me and I'll send them to you...

p.s. sorry for my not very good English, I'm from Germany...:)


Posted on March 25, 2016

Dear @blindcrypig,

Any update regarding the complaint? Thank you.

Posted on March 26, 2016

No updates from 888casino side! Account is still locked, but the worst is that Entropay doesn't want to unlock my account without the permission of the casino! My money is stolen :(

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