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888 Casino - Delayed payment and terrible customer service.

RESOLVED
Complaint Info
Disputed casino 888 Casino
Reason Delayed payment
Amount £ 1636.82
Paul1297 United Kingdom Message
Posted on May 27, 2017

Good evening,

I would like to submit a complaint about 888Casino regarding delayed withdrawal and extremely poor customer service.

In April this year I won over £24,000 playing live blackjack and withdrew all of my winnings in amounts varying from £3000-£4000 from 888 Casino. Other than an irritating 3 day "processing period", the withdrawal process was fairly simple. My account was verified therefore no issues arose from withdrawing such a large amount until the 20th April when a portion of my withdrawal was held by the casino (see screenshot attached).

To summarise this, 888 casino have a maximum withdrawal of $30,000USD per month which meant from my last withdrawal of £4,050.00 only £2,413.18 was paid leaving an outstanding amount of £1,636.82. This is reflected in my attached screenshot with reference to transaction ID #248334283412.
The $30,000USD limit is clearly stated in 888 Casino's T&C's and I was absolutely content with this.

My complaint with 888 Casino is due to the following:

It is now the 24th May and I still havnt recieved a penny of the outstanding balance. After a few painful exchanges with the basic customer support team early in May I was told that the funds would be released 30 days after my last withdrawal request (see attached). This information did not come quickly, it was after numerous calls,emails, referals, "escalations to operations team" (who do not deal directly with customers) and empty promises about returning calls.

I was content that the funds would be released on the 19th May (as per their T&C's and as per their correspondance which stated they would be released 30days after last withdrawal), my last withdrawal was the 20th April so I expected the funds to be in my bank account this week at the latest. One thing that really annoyed me was the fact they could not give a specific date when the funds would be released from their accounts - considering the processing time had  already elapsed in April and there was no unknown quantities in the transaction.

Fast forward to this week, on the 22nd May the funds still had not been released so I rang customer service again to ask the question. Nobody I spoke with could give me any information so again, it was escalated to the operations team - but after 2 days I recieved no reply. I followed up again today to ask why I hadnt recieved a reply and if they could identify when the money would be released. I recieved an email (see attached) explaining that I had in fact recieved all my funds in April to which I rang them immediately to challenge and complain. It seems this email was sent in error and was down to incompetance or lack of attention to details.

So in my last conversation today with 888 Casino I was told I had to now tell them how much I thought I was owed by them, indicating a sheer lack of professional conduct and simple customer service as it appears they have no idea how much they actually owe me. Also, my "matter" will take between 24-72 hours to be dealt with - under the circumstance this is totally outragous.

I feel that 888 Casino have totally undermined the fair play of the gambling industry, by refusing to pay a legitimate withdrawal which has already been approved by them. Furthermore, the customer service is absolutely disgraceful.

I hope the matter can be resolved quickly and they can pay the money which they owe.

Best regards,

Paul Fallon

Paul1297 United Kingdom Message
Posted on May 27, 2017

27th May - still no sign of the money owed by 888casino.com

Cant say that I am suprised. Also, as its a bank holiday weekend I wont see anything until the 31st May at best which is 41 days after the initial withdrawal.

Paul1297 United Kingdom Message
Posted on May 29, 2017

Update from 888Casino.

They are experiencing technical difficulties with the outstanding balance and it is now being looked at by their technical department.

As a goodwill gesture they have credited my account with a bonus of £200 (i dont know what the wagering requirements are for the bonus yet).

Posted on May 30, 2017

Hi PAUL1297,

Thanks for taking the time to provide feedback regarding the withdrawal process, as this helps us to continue to improve the service we are providing. As you have been advised, your case was due to a technical error, which has now been fixed, along with a bonus for you.
If there is anything further you need, please contact us at Operat­ion­[email protected]­ass­ava.net.
Regards,
888casino team

Paul1297 United Kingdom Message
Posted on May 30, 2017

Thank you for your reply.

Would you be so kind to tell me when the funds will be released? You can understand my scepticism of the "technical issue being resolved" after recent events.

Kind regards,

Paul Fallon

Posted on May 30, 2017

We will have an update for you within the next 12 hours.
We are fully aware of the situation and are working towards getting it resolved for you ASAP.

Thanks,
888casino team

Paul1297 United Kingdom Message
Posted on May 30, 2017

Many thanks.

I appreciate the effort your technical team are putting in to resolve the issue.

I enjoy 888 Casino very much and would regret any further significant delay in recieving the winnings.

Kind regards

Posted on May 31, 2017

We're happy to help. Hopefully all should now be resolved in no time.

888casino team

Paul1297 United Kingdom Message
Posted on May 31, 2017

The money has reached my bank account today.

After a shakey start and some poor customer service, 888Casino have redeemed themselves with the escalation of the incident.

I will continue to use 888 Casino in future but would suggest the "ground level" customer service reps recieve adequet training and perhaps have UK based team for this tier of support.

AskGamblers
Posted on May 31, 2017

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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