I need assistance with a withdrawal that has been processing for an excessive amount of time (approx 6 weeks so far) with 888Casino.
No bonus offers were used.
Here is a summary of actions/events following the initial withdrawal request:
20 April 2023 - Requested withdrawal of 6000 GBP
20 April 2023 - Received response from operations team requesting documentation.
22 April 2023 - Received confirmation from operations team that submitted documents had been accepted and "any restrictions which may have been imposed on your account have been removed"
26 April 2023 - Reached out for support via Chat and was told request would be escalated and I would be contacted by email.
1 May 2023 - Received duplicate email from operations team again stating that documents had been accepted and "any restrictions which may have been imposed on your account have been removed"
3 May 2023 - Reached out again for support via Chat and was again told request would be escalated and I would be contacted by email.
5 May 2023 - Received email response from "June R" confirming escalation and to expect response within 3 days. No response followed.
11 May 2023 - Reached out for support via email option to find out withdrawal status. Received (auto) acknowledgement of email and was told to expect reply within 72 hours.
11 May 2023 - Received email response from "Abi T" that was apologetic for the situation and confirmed the following (also attached):
"Jon, Regarding to your withdrawal I am happy to inform you that your withdrawal request amount of 6000 GBP is currently on their way into your account.
Please note that this withdrawal are be going to be split into two batches amount 4275 GBP and 1725 GBP will be sent into your Trustly account.
Rest assured your funds will be reflected into your account as it may take 24 to 48 hours to reflect for Trustly payment method."
18 May 2023 - Replied to email to state no actions have occurred and request update.
18 May 2023 - Received email response stating documents submitted to verify account have been received and they will get back to me within 21 days.
18 May 2023 - Reached out for support via email option to find out withdrawal status. Received (auto) acknowledgement of email and was told to expect reply within 72 hours.
19 May 2023 - Received email response from "Michael L" stating email had been forwarded to relevant department and to expect reply within 72 hours.
Withdrawal in account is still showing as Processing.
At this point I need assistance pursuing this withdrawal as I feel the timescales involved have been totally unacceptable.
Jon.
