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888 - Unreasonable block of account and payment delay

Ruling

Resolved - The submitting complainant has become non-responsive to our repeated requests for additional information. As such we assume they have resolve their issue on their own.

Read our 888 Casino Review.

Player's Complaint

Good afternoon!

I played at 888casino and won 5000 GBP. After I asked to transfer money to my bank account 888casino requested to submit documents for verification which I actually successfully passed (got a mail confirming this). The point is that my account was locked the next day without pointing at rules I've violated or even letting me know. Support team couldn't answer on my questions regarding this issue. They kept telling me "it will be unblocked within 24 hrs". At this very moment it's still locked. It's been 72hrs instead of 24 hrs. Since then they don't provide reasonable answer and simply ignore me. I'm asking you as authoritative resource for your assistance to get my winning and to look into this issue from your perspective point of view.

Looking forward to hearing from you!

Best regards,

Read the casino review

5 Responses

User icon
ThePOGG
May 24, 2020

Hi sunflower - welcome to ThePOGG.com!

With the greatest of respect you need to give the operator a reasonable amount of time to resolve this issue internally before seeking the intervention of a 3rd party dispute mediation service. If you are still experiencing issues on Friday the 5th of June let us know and I'll contact the operator on your behalf.

Thanks,

ThePOGG

User icon
ThePOGG
June 5, 2020

Hi sunflower,

Are you still experiencing issues?

Thanks,

ThePOGG

User icon
ThePOGG
June 11, 2020

Hi sunflower,

I'm following-up on the above?

Thanks,

ThePOGG

User icon
ThePOGG
June 19, 2020

Hi sunflower,

If we haven't heard from you by Friday the 26th of June I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

User icon
sunflower
June 30, 2020

Good day!

Sorry, was out for business trip. Actually guys from 888 just kicked me out. no excuses (as per policy). Just as it is. If you can consider to look at this issue once again I'll be so happy.

Thanks,

Teresa K.

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Agreement

sunflower consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • 888
  • Gibraltar Gambling Commission
  • United Kingdom Gambling Commission
  • Cassava Enterprises (Gibraltar) Limited

May 24, 2020

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