Ag Awards

888 Casino - Blocked account during gameplay

Complaint Info
Disputed casino 888 Casino
Reason Account closure
Amount £ 850
jakerushy United Kingdom Message
Posted on December 17, 2014

Whilst playing Live Blackjack (£60 stake), it suddenly disconnected and logged me out.

In my account was roughly £850. I am not sure of the exact amount as I don't know if my Blackjack game refunded/won/lost.

I have sent fully details of my address, passport, bank card back and front to authenticate my account.

I have emailed 4 times, spoke with twitter staff and called. They all advice me it is the security team that are dealing but are yet to give any reply.

None of the money in my account was bonus money. I had deposited £1200 that day. and now would be happen just to take the £850 remaining balance out to end this issue.

If I do not have the money in my account by next week I will default on bills. I did not see this issue arising.

I have other accounts with Cassava, however this is the only active one I have with

They do not have a Live Chat facility and I am worried if I do not get a withdrawal happening in the next 2 days, I could be in serious financial problems. If they wish to close my account for some reason after I have received my money, I will accept this.

Could someone please help me with this?

Posted on November 7, 2014

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

Posted on November 28, 2014

This complaint has been reopened upon casino's request.

Posted on December 2, 2014

Did you manage to resolve this matter with our support team? I am happy to look into this for you if you can please provide your username.

Also please note you can email suppor­[email protected]­88c­asi­ anytime should issues like this arise.

We apologise for the inconvenience.

Posted on December 5, 2014

Can you please update your complaint status?

Please provide evidence considering this case.

This complaint can't be resolved in any way, accept if we got a confirmation from a player that is resolved, or if we get solid evidence from the casino regarding this issue.

Posted on December 9, 2014

We cannot provide any info relating to this customers account for privacy issues. also we have not been contacted with account details.

Posted on December 13, 2014

Any news?

Posted on December 17, 2014

We didn't get any response nor from player or from the casino. We provide all necessary information to the casino, this complaint is unresolved.

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