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888 Casino - Withdrawal Payment of €18,000 is "missing" and no resolution in sight

RESOLVED
purplehaze Finland
posted on January 12, 2018.

I have been playing at 888 Casino for over a year without any previous problems in respect of withdrawals. Normally they arrive in my account within two or three working days which is pretty good, comparatively speaking.

However, I tried to withdraw 18000 Euros from my 888Casino account on Dec 21. The Cashier record shows the funds as being wire-transferred to my account Dec 22nd. I was expecting the money to arrive by Dec 29th at the latest, allowing for Chrismas. And in fact I made a smaller withdrawal subsequently which did arrive Dec 27. No-one, thus far, at the Casino has questioned or disputed my right to receive the money which was mostly a progressive jackpot win.

Customer service reps via chatline at first were fobbing me off with the Christmas period maybe causing delays and the usual mantra about the published timeframe guidelines.. Finally one rep did understand that the money should have reached my account and put me in touch with the "Transactions Team".

At first they said I should check with my bank because the money had definitely been sent. Then they agreed to put a trace on the payment from their end. They contacted their "Payments Team" and discovered that the money had not been sent because their "payment processor" had "requested further information". They said they could not give me a timeframe for resolving the situation. My email request for further details about the situation and explanation for why they cannot give a timeframe has been ignored.

I have several concerns - the initial b.s. and obfuscation I accept as normal from a casino operator. But they do not appear to have any kind of case management procedures in place and the left hand does not appear to know what the right hand is doing on this site. No-one is taking reponsibility for resolving the matter and, frankly, no-one appears to be particularly bothered about it - apart from the one customer service rep I chatted with who genuinely appeared to be alarmed.

I hope by publicizing this to get some answers and embarrass someone into resolving the situation but I am not unduly hopeful .

purplehaze Finland
posted on January 12, 2018.

Well, within 30 minutes of this complaint being published I have received an email stating that the matter has now been resolved and the funds are on their way. Could be coincidence, I guess. Still have no idea what casued the delay. If true then by my reckoning the money should be in my account by close of business Wednesday at the latest. I will post an update then


As I said earlier I have never had any problems regarding withdrawal from 888Casino including a larger amount than the present one. I have read many online criticisms of their withdrawal policy and delays and even refusals to pay out winnings but until now I thought them pretty good - in my experience.

purplehaze Finland
posted on January 15, 2018.

Funds received today (Monday 15th). CASE CLOSED. :-)

AskGamblers
posted on January 15, 2018.

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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