888 Casino - Taking their time with my withdrawal

Hi there,

Having checked, I can see that your withdrawal of 93 GBP was processed via trustly. This has been sent to your trustly account as well.

Kind regards,
888 Team

Dear @Stevors,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and let us know if you have received the disputed payment. Please be notified 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 complaints 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.

Hello, I do not have trustly! I’ve said this many times! I use Apple Pay. Never used trustly! Could it be that someone got access to my account? As I still haven’t received any withdrawal apart from the £7 to my Apple pay

askgamblers I have not received my 2 payments ( of £100 and £93 )

I did receive £7 on 21st august. And nothing since, they are saying it’s been sent to trustly. I don’t have trustly and no access to it. I will attach my bank statement to prove I haven’t received this too.

Hi,

We do apologize for any inconvenience. I've checked the withdrawals on our end and I can see that they we're sent via Apple Pay, I'm afraid we don't have an access to check on this further here but I can see that emails was sent to you from our support team regarding further details of the withdrawal. I suggest to reply to the email that you received if you wish further information regarding the withdrawals.

Regards,

888team

Hello, in your 10 reply’s before that you’ve said that It was sent to trustly not Apple Pay? I’m confused now. Surely it shouldn’t take a week to receive money through Apple Pay as the first £7 was sent to Apple Pay within a couple days…..

Thanks

Here’s another reply I had…..this isn’t adding up.

Look forward to your reply

Hi,

No worries you may ask for a clarification by responding to the email as they have more access in checking the details of your withdrawal. On our end we can see that it was processed via Applepay, that's only the details that's available to us. But don't worry the email was sent by our Support team who has access to contact our payments team directly to further explain the withdrawal.

Regards,

888team

I have replied to various emails from different members of staff. How can they say trustly but now they’re saying Apple Pay? I have also sent emails with my attached bank statements to prove.

This is taking far too long over £193 total.

It’s not like it’s £10000

Best regards

Stephen <last name removed>

Hi,

No worries I suggest to send them an email again and ask for a detail information regarding your withdrawal, they can check it for you and provide one final explanation regarding it.

Regards,

888team

I’ll email again about the withdrawal. But it doesn’t make sense to me, @ASKGAMBLERS any assistance as this isn’t fair on the players.

Best regards

Still not heard from 888casino. I have replied to the latest email.

awaiting your swift reply.

Best regards

Hi,

We appreciate your patience and time, no worries our support team will reply to your email and check your concern in the soonest possible time, thank you.

Regards,

888team

Ok, thank you. Let’s hope it’s good news.

I just want my money.

Regards

Good morning, no reply yet from the casino.

Best regards

Hi there,

I can see that your withdrawal has been processed already on our end 93GBP via trustly. If you have not received the funds, you may contact your bank/trustly for any discrepancies.

Kind regards,
888 Team

This is the 20th reply through emails and here saying to contact my bank or trustly! My bank can’t see any incoming payments and please tell me how to contact trustly ?? I was meant to receive an email with detailed withdrawal details…. Still nothing.

@askgamblers can you assist please

So spoke to trustly.

withdrawal - please contact the merchant's customer support and request a Payout Receipt generated from the merchant’s Trustly BackOffice System. With this Payout Receipt, you may contact your bank to see if the transfer has been delayed or stopped for any reason.

This what I need, can you please kindly find this information out.

Hi there,

We will send you an email with the payout receipt. Once received, kindly contact your bank to check the status of the funds as we have already processed the withdrawal on our end.

Kind regards,
888 Team

How long will this take? If not my bank will get involved and also trustly are waiting for this receipt. This needs to be sorted pretty soon.

Regards

So now the casino isn’t replying to me via email or on here. What’s happening?

Best regards

Hi,

We do apologize as we can give a specific timeframe, but what we did is we forwarded this to our higher management to ensure that this can get resolve quickly. For now please wait for the email containing the receipt of the withdrawal and we'll do our best to send this out in the soonest possible time.

Regards,

888team

How long does it take to get a receipt? This is extremely frustrating and no one seems to help. I’ll have to contact gambling commission tomorrow to see if they can assist as this is ridiculous.

Regards

Hi,

Please allow up to 72 hours for the receipt to be sent to you by our relevant team.

Regards,

888team

Any update? It seems a long time just to get a receipt…. Surely it should be on the system.

Regards