888 Casino - £10000 owed and account shut down

I have received an email this morning from 888 casino stating they have received my files and to wait 21 days for an outcome.
Not sure what they are referring too, 21 days seems a bit steep to review whatever it is they are reviewing.
It’s just a waiting game at the moment so I’ll be patient and see where this goes from here.

Hi there,

I understand that you're unhappy with such experience and I can assure you that it was never our intention to let you feel that way. I know that this is frustrating on your end, if there's an option that I can do to have this resolve right now I will not hesitate to do it, unfortunately we need to wait. We highly appreciate your patience and understanding on this matter.

Regards,
888 Team

Hi there,
Wait for what?
As stated in my initial complaint, I am not changing any of my details. I have withdrawn to this account plenty of times, with amounts over £300 at any one time.
What is it we are ‘waiting’ for?
It’s been 8 days already, if I’ve got to wait another 21 days that’s a whole month I’ve waited.
I appreciate your response I am just getting really fed up.
Regards
Zena

I have received another email this morning which I attach.
A card that I have only used to deposit with and not use as a withdrawal method has been asked to be produced.
This is a Mastercard with a bank called ‘CHASE’ this is in fact a virtual account.
888 casino have stated that if it is a virtual account to send a statement with the card number on it for verification.
No bank statements have the card number on, only the account and sort code is mentioned on actual bank statements.
I have sent a screen shot of the account number from the banking app along with a screen shot of a statement.
Regards
Zena Bourne

Hi there,

We advised to please respond to our email regarding the additional documents that's being requested from you. Indicate the explanation on your email so it will be directly sent to our security team who's conducting the checks on your account. They should inform you or respond to you for any possible alternatives that you can send.

Regards,

888team

I have sent all relevant information asked for over via email and have received this reply.
As stated already this is a virtual account and is solely internet based.

Hi,

Yes we understand we suggest to communicate with our payments team directly via email to ask for further assistance or advise on what you can send instead since your card is a virtual card

Regards,

888team

Hi,
Sorry, I’m slightly confused as in the initial email asking for this second card details, you have clearly stated (see attachment) that if the card is virtual to send a card statement showing the bank account number. Which is impossible, as no bank statement from any bank lists the card number. Only account number and sort code.
I am at my wits end with this.

And in addition to that, how am I supposed to communicate with your payment team directly? I will gladly do so upon your direction

Hi,

You may reply to the email that you received, that's directly from our Payments team. Don't worry I've also escalated this to our relevant team to help get a confirmation faster. We'll update you here once we hear back from them. Thank you and we appreciate your patience.

Regards,

888team

I’ve just received this saying I should reply directly to the message from the payments team, I have had no such email and therefor cannot reply to the payments department.

Hi there,

You may check the latest email we sent and respond to it.

We'll assist you from there and we're hoping to hear from you soon.

Sincerely,

888 Team

If you could be more descriptive and perhaps show evidence of what email your referring to I will be happy to respond. I have had to show emails relating to this claim, so I think it only fair that you do the same.
The latest email I’ve had from you is asking for my Mastercard details. Nothing from payment team.
Stop wasting both of our times and just release my £10,000

Hi,

The email that you received on the screen shot you sent is from our payments team. We're advising you to communicate with them by replying to that email if you have further concerns or questions. Don't worry as mentioned, we already escalated your concern to the relevant team to help check your concern, they should contact you via email once they're done reviewing your concern.

Regards,

888team

So there is no further action required on my part as of now?
When am I likely to receive my withdrawal?

Again, received yet another email asking for copies of a card which they have already accepted is a virtual account. See attached…

I attach a screen grab, their telling me to respond however it’s a no reply email. I cannot respond.
JUST GIVE ME ME MY MONEY!!!!

Hi,

We understand this can be very frustrating and we thank you for your patience regarding this matter.

Please note, that the needed documents are required to complete our security checks.

You may respond to the email we sent or clarify what else is needed and we'll assist you from there.

Sincerely,

888 Team

Stop patronising me, and just pay me my money.
The money I have won.
To my account. That you have always paid into. And also taken out of.

Upon re reading your comment….. I suggest that your security checks are absolutely no good.
You wasn’t asking or checking your security when I was depositing hundreds of pounds into YOUR account.
This whole process has been traumatic and an absolutely travesty of an experience. I cannot believe that such a large company can behave and get away with this behaviour.
This money is owed by to me.
I’ve complied every way that I possibly can.
888 casino should be terribly ashamed of theirselves

Dear @ZenaLou,

The AskGamblers Complaint Team is kindly asking you to assist the 888 Casino team further and send the required verification paperwork.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process, therefore please make sure to confirm by posting the public message if you have provided requested information.

Should you refuse sending the required verification paperwork, or fail to confirm, we will have no other choice but to reject the case and recommend you forwarding it to the relevant regulatory body.

Thanks for your cooperation.

They asked me to send the virtual card details which I did straight away yesterday. They themselves said in the email if it’s a virtual card to send the details from the app. Which I’ve done.
I haven’t received any other email asking for anything else?
They are saying they’ve sent me an email, but I haven’t received anything.

Another day, another an email.
I am being asked to produce something that is impossible.
There isn’t a bank statement on earth that has the credit card number on it.
The only numbers on a statement is an account number and sort code. How can I produce something that isn’t possible? This is ridiculous now. I’ve sent all information, statements and screen shots. I’m not being asked to produce something that is completely impossible

Good afternoon,

I have received confirmation of a successful verification now on my account.
Can you now please process my withdrawal? As I am unable to get into my 888 casino account to check.

Hi,

We're truly sorry for the inconvenience that this has caused. This checks are required to be completed and it is done based on our regulatory requirement that was set by the gambling commission. You may complete the verification on your account by going to the link that was provided on the email that our relevant team sent you. Again we appreciate your understanding and rest assured once you completed this you should receive your money accordingly.

Sincerely,

888team