I have been an 888 customer for well over a year with no previous withdrawal issues and have always had my withdrawal payment within 1-2 days. I previously confirmed my identity and sent in my documents when making my first withdrawal and since have had no issues.
Friday I had a nice win on one of the games of just over £1,000 I withdrew £1,000 exactly and left £30 in the account to play with. I usually receive an email to say my withdrawal request was received followed by a text message to say payment is on the way. I did. get the email but no text. As I have never won so much before I thought maybe these payments take longer to process so waited until Sunday before contacting the live chat.
I spoke to someone who advised I needed to send in my Apple Pay information along with my Apple ID which I did. Still no update, I reached out again on Monday and was asked for wire transfer followed by a series of letters and digits. I contacted live chat again as I did not understand what this was and was told it was my information for a wire transfer and what I would need to provide. I have attached this for reference. Since then I have submitted this in excess of 5 times to receive an email from operations asking for document wire transfer xxx. I have emailed and asked someone to explain to me what this means and have reached out on live chat for help. Live chat keeps telling me it is my details so that 888 can pay me and I just keep getting the same email from Operations. I have asked so many times for someone to explain if I have misunderstood or if I need to provide further documentation and I have had either no reply or confirmation that it is my banking information.
I have included my conversations with live chat for your reference.
I am at a total loss here and would appreciate if you could help me in recovering my withdrawal from 888 please.
