888 Casino - Delayed payment on jackpot win

Dear 888 Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Hello,

Thank you for the opportunity to address your concerns.

Please allow us to apologize for the delay. We understand that this delay has caused you inconvenience and frustration, and for that, we are truly sorry.

We take our customers satisfaction seriously and we strive to provide prompt and efficient service at all times. We are doing everything possible to expedite this process and you will be notified via email once our Support Team has received an update regarding your withdrawal.

Thank you for your patience and understanding.

Sincerely,

888 Team

Going on 5 weeks now since I won, and still no information as to when I can expect my winnings. No emails from 888 casino or anything. Looking for answers. I have been patient long enough.

Hello,

Upon checking on 3/29/2023 you have received an update from our colleagues from the Support Department and we have also advised them to keep you updated. Unfortunately this is taking a bit longer then expected however we should have a response soon!

Thank you for your patience and understanding.

Sincerely,

888 Team

The update I received was just an email from someone I spoke to on the live chat from the same day. I’ve attached a copy of the email. It still does not give me any answers or timeframes.
It just says that my issue has been raised with upper management and I should expect a prompt response. I have not heard back since.

Dear 888 Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly.

Thanks in advance for your cooperation.

Hello,

Our colleagues from the relevant team are still looking into this matter and we asked them for an update on the status of your withdrawal. They will reach out to you via e-mail as soon as possible with an update.

Thank you for your patience and we apologize for the delay!

Sincerely,
888 Team

It has now been 6 weeks since I issued the withdrawal, and I am still waiting for a prompt response from 888 casino. After being told early on that I should receive the money in 3-5 business days, then being told 24 hrs, this is beyond frustrating. I have no faith in online casinos at this point. I don’t think this is right in any way.

Dear 888 Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly.

Thanks in advance for your cooperation.

Hello,

We understand how important it is for you to receive a resolution, and we are doing our best to speed up the internal procedure. We assure you that your case is receiving our full attention, and we will do everything we can to resolve it as quickly as possible.

We appreciate your patience and understanding and we will keep you informed of any updates on your case.

Sincerely,

888 Team

Hello Hayleyalyssa,

We are happy to let you know that we have been contacted by our Transaction Department who informed us that they have recently sent you an e-mail with more information about your withdrawal. They are also available for any other questions, all you need to do is to reply.

Sincerely,

888 Team

Dear @Hayleyalyssa,

Please let us know if there are any updates regarding your ongoing complaint. In case you fail to respond within the given timeframe, please be notified that we will consider your case resolved and it will be closed accordingly.

Kindly note 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.

I’ve been contacted and asked to submit more documents to verify my account. I’ve sent them everything they’ve asked for. Now I’m waiting for them to reply.

Update: I’ve been asked to submit more documents to verify my account. They asked for a copy of photo id, and a recent utility bill. I’ve already submitted these documents back in late February. I feel like I’m going in circles now. I’ve also submitted my bank info 3 times. I still have not received my winnings, and now am very frustrated as someone from customer service told me last week that I should have the withdrawal in 3-5 days. I am considering contacting my local MPP as well as my lawyer. This whole process has been mentally draining and stressful. It has been almost 8 weeks since I initiated the withdrawal. And I still have no answers.

Hi HayleyAlyssa,

Thanks for getting in touch. We are so sorry that this process is taking longer then expected however we were happy to see that on 04/20/2023 you had a conversation with one of our Support Representatives who explained the situation and our withdrawal timeframes in detail.

Sincerely,
888Team

On 4/20/2023 I started a live chat with a representative to ask how much longer it will take, and they did not give me any information about the situation or withdrawal timeframes in detail. They said they would escalate my request, which I’ve been told months ago by another representative. I still have no idea what’s going on with my withdrawal or how much longer it will take. I’ve submitted every document that’s been asked of me multiple times, and I haven’t heard back. Every time I check my transaction history on my account it still says *awaiting process.
Again, a representative last week told me I’d have the money in 3-5 days. That was a lie. I was also told that same thing over a month ago. I wouldn’t recommend playing at this casino as you can see the level of unorganization within the company and the representatives that work there. I’ve been lied to multiple times either on the live chat, or calling the customer service line. One representative told me I’d have the money in 24 hours. That was clearly a lie. Again, I would not recommend playing on this site. If they would’ve been upfront at the beginning, telling me it will take a while to process, then I’d be a bit more understanding, but it’s been 8 weeks now and I’m more frustrated than ever.

Dear 888 Casino,

Please let us know if there are any updates regarding this ongoing complaint and the details of the withdrawal time frames.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly.

Thanks in advance for your cooperation.

Hello @Hayleyalyssa,

Our Support Department sent you an update via e-mail.

We remain available for any questions or concerns.

Sincerely,
888 Team

I’m happy to report that I have received all money owed to me on 4/24/2023. Thank you to 888 casino and askgamblers.

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.