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888 Casino - Operations Department Poor Quality Of Service

RESOLVED
Complaint Info
Disputed casino 888 Casino
Reason Verification issues
unluckydan United Kingdom Message
Posted on July 16, 2017

I have been waiting for 6 days now for any sort of response to a number of emails I have sent to the operations team @cassava..They decided to cut my game short as I was half way through a bonus feature on raging rhino which was at about £854 and still had 9 spins remaining! I was logged out and then told I needed to wait to hear from the operations department before I could log in again. This could take up to 72 hours. It did take 72 hours. It was incredibly stressful not knowing if that bonus feature was still going to be there when I return to the game. I still don't even know because I haven't heard back from them. As I was logged out and its been so many days now, will it still be there? I just want to finish my bonus, withdraw everything, make a formal complaint to somebody. What sort of company can operate without a phone line and on a 72 hour wait policy. Its 2017 and its genuinely worse than the post! Anyway, I submitted my details to them after they sent me the email asking for them. It has now been 84 hours since I sent them the documents they requested. I have heard nothing from them. I sent them 3 emails 6 days ago addressing my concerns. Other than the computer generated emails I get back from the operations team I have heard nothing from them. I am outraged long it has taken them to do such a simple thing. And also why should that have to happen as I was half way through a bonus feature?! It just totally shut down my game. I have no idea if it will still be there, if the operations dept ever do their job.

Posted on July 18, 2017

Hi there, the information you provided was forwarded to our Support team and a representative will be in contact with you shortly.

Many Thanks,
888casino team

unluckydan United Kingdom Message
Posted on July 20, 2017

I got a call from 888 the other day. The man on the phone was apologetic and understanding, although it's a shame I couldn't have just spoke to this guy in the first place. And the fact that I had to complain on this website in order for them to reach out to me. I don't know if that would have happened if I hadn't complained on here. Anyway, the issue was resolved and I did go back to the game and the bonus was indeed still there, so that's good.

AskGamblers
Posted on July 20, 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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