Complaint #75 888 Casino

Disconnected when won

By Blondey

11 years ago

I was disconnected during playing starburst at 888Casino/Games on 27.10.14. As I waited to see if would refresh etc or winnings credited I noticed I was disconnected. I emailed them picture, then decided to ring them. The woman on customer support said she got email up and could see the picture I've sent but I made a mistake by not taking shot of game before and after this spin. I said sorry I dont take pictures of every time I press spin. I explained I had won and winnings was not creditted and its crashed. She said she'll ring me back. She rang 2 hours later saying My account has been creditted with the £10 of my spin what I lost. My point was you have never credditted my account when been disconnected loads of times before and I actualy want my winnings not the price of the spin. As this is the point of the game if you win you win if you loose you loose. Then she said oh I didnt realize you was querying the winnings thought it was loss of the spin she said it will take 5days for the technical team to check. Then they emailed me same day saying please allow unto 48 hours for an update on your starburst game and thanks for the pictures. Im guessing Wednesday 29th they should have updated me, still not a email or call by Friday 31st October 2014. I rang the customer support number she said after putting me on hold a couple of times that the womens not in the office who sends emails at the moment to update you so please wait til Monday 3rd November. Its now 4th November well over a week since Im waiting for my winnings to be credited. I do not see why I should not have my winnings due to a technical problem as this is a con and excuse not to pay out. And unfair to all players.

Disputed Casino 888 Casino

Reason Software glitch

Discussion

AskGamblers

• Support Team

4 years ago

Dear @Blondey,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

888 Casino

• Representative

4 years ago

Hello,

Thank you for the opportunity to address your concerns.

As per the e-mail sent to you on 15/12/2014:

- At the end of round ID 207661798, your bankroll stood at £421.52
- The next round ID 207661828, you bet £10 bringing your total to £411.52. During this spin you won £250 taking your bankroll back up to £661.52
- You bet another £10 in the next round 207661894 taking your balance to £651.52 during the spin. In this round you won £70 which added to your balance, brought your bankroll to £721.52

We can confirm that our Technical Department researched this matter fully and that all rounds were paid correctly, according to the data stored on our game servers.

We remain available for any further questions or concern.

Sincerely,
888 Casino

AskGamblers

• Support Team

4 years ago

Dear all,

Kindly be notified that this complaint is being reopened following the declared willingness on behalf of 888 Casino management to do everything within their power to resolve their outstanding AGCCS cases. The AskGamblers Complaint Team will gladly assist by giving any of these old cases an additional chance for a successful resolution.

AskGamblers

• Support Team

11 years ago

What we can see from correspondence above this complaint is still unresolved. We will gladly reopen this case if new evidence appear, or casino and player resolute this issue. We also recommend to the player to try to see help with a Gambling Commission.

888 Casino Complaint Stats

Resolved 333 / 397

Avg. Amount $8,733

Avg. Complaint Duration 8 days

Avg. Response Time 2 days

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I am writing to formally address the ongoing and unacceptable delay in verifying my 888 account.

Despite having uploaded all the correct documentation, my account remains unverified, and I am trapped in a frustrating verification loop. To make matters worse, the support channels are completely inaccessible:

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3. The Document Loop: I have email evidence showing a completely disorganized process where your team approves certain documents, rejects another, and then repeatedly asks for re-approval of documents that were already successfully submitted and accepted earlier.

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I have read numerous reports from other users on public forums stating that verification with 888sport has taken them months to resolve.

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"Your conversation has now been transferred to our Security Team.

They're already reviewing your account and the information you've provided. We'll complete the review within 24 hours and will contact you if we need anything further.

There's nothing you need to do at this stage. We'll be in touch as soon as the review is complete.

Thank you for your patience while we complete this process."

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I contacted support more than 30 times through email and live chat

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