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888 – Account locked & Winnings voided

Ruling

Found for the Player - Despite the UKGC's intention for operators to work with any approved ADR entity, 888 have chosen not to work with us. As such we can only bases our assessment of this issue on the player's submission.

Read our 888 Casino Review.

Player's Complaint

I created an account here and used my nickname when I signed up as I was only looking around really and assumed if I needed to I could edit my details as my username would always be the same regardless. Because of this when I actually starting winning and wanted to make a withdrawal, and despite providing all the asked for identification for verification, twice, and a phone call to support and a wait of 3 days and being allowed to continue depositing (with the same credit card used to register and previously deposit) and playing until for some reason my account became restricted I then get an email saying that my account would remain closed (was never told it was closed only restricted!) and that all of my winnings had been voided (£2950) and that my deposits would be refunded (£340) to an account that they obviously believe that they could not verify! I was the one who actually pointed out mt mistake by sending an email saying that I made a mistake. At no point have they even attempted or offered to asssist in rectifying this despite my constant communications with. All they have done is stone walled me. I would like to if this would have been the same outcome had I not won anything and highlighted my mistake, would they have refunded my deposits then?

I know they have assisted customers before when there have been problems with a profile name as I have read about in posts on forums where 888 have responded and resolved the issue. I am not happy with their conduct at all.

Read the casino review

4 Responses

ThePOGG
May 15, 2017

Hi asmwp - welcome to ThePOGG.com!

I'll contact the operator and see what we can find out for you.

Thanks,

ThePOGG

asmwp
May 17, 2017

Just to add an update to this I have had an email from 888 stating that I need to create another account and to contact them once I had done so. I naively assumed this was their way of fixing the profile name issue and that they would transfer my winnings to this account. In fact what they have willingly and actively guided me to breach their terms and conditions of having multiple accounts at the same time thus giving themselves another trivial way to refuse to pay me, this is very underhand.

ThePOGG
May 26, 2017

Hi asmwp,

We've spoken with 888 who have informed us that while they're happy to review any complaint they will only do so via their chosen ADR provider eCOGRA. This is contrary to the intentions of the UKGC ADR system as is evidenced of this can be found in the UKGC's recently published report on ADR services (http://live-gamblecom.cloud.contensis.com/PDF/Complaints-processes-in-the-gambling-industry.pdf) sections 5.5 and 5.7, but they are allowed to take this position if they choose to do so.

As such I'm afraid we won't be able to help you. You should now look to contact eCOGRA to move your complaint forward.

Sorry we can't be of more help,

ThePOGG

asmwp
May 29, 2017

Thank you for trying to help me, I appreciate it and to be honest expected no less from 888 considering their behavior to date. I will indeed now take it up with eCOGRA.

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