Good evening,
I would like to submit a complaint about 888Casino regarding delayed withdrawal and extremely poor customer service.
In April this year I won over £24,000 playing live blackjack and withdrew all of my winnings in amounts varying from £3000-£4000 from 888 Casino. Other than an irritating 3 day "processing period", the withdrawal process was fairly simple. My account was verified therefore no issues arose from withdrawing such a large amount until the 20th April when a portion of my withdrawal was held by the casino (see screenshot attached).
To summarise this, 888 casino have a maximum withdrawal of $30,000USD per month which meant from my last withdrawal of £4,050.00 only £2,413.18 was paid leaving an outstanding amount of £1,636.82. This is reflected in my attached screenshot with reference to transaction ID #248334283412.
The $30,000USD limit is clearly stated in 888 Casino's T&C's and I was absolutely content with this.
My complaint with 888 Casino is due to the following:
It is now the 24th May and I still havnt recieved a penny of the outstanding balance. After a few painful exchanges with the basic customer support team early in May I was told that the funds would be released 30 days after my last withdrawal request (see attached). This information did not come quickly, it was after numerous calls,emails, referals, "escalations to operations team" (who do not deal directly with customers) and empty promises about returning calls.
I was content that the funds would be released on the 19th May (as per their T&C's and as per their correspondance which stated they would be released 30days after last withdrawal), my last withdrawal was the 20th April so I expected the funds to be in my bank account this week at the latest. One thing that really annoyed me was the fact they could not give a specific date when the funds would be released from their accounts - considering the processing time had already elapsed in April and there was no unknown quantities in the transaction.
Fast forward to this week, on the 22nd May the funds still had not been released so I rang customer service again to ask the question. Nobody I spoke with could give me any information so again, it was escalated to the operations team - but after 2 days I recieved no reply. I followed up again today to ask why I hadnt recieved a reply and if they could identify when the money would be released. I recieved an email (see attached) explaining that I had in fact recieved all my funds in April to which I rang them immediately to challenge and complain. It seems this email was sent in error and was down to incompetance or lack of attention to details.
So in my last conversation today with 888 Casino I was told I had to now tell them how much I thought I was owed by them, indicating a sheer lack of professional conduct and simple customer service as it appears they have no idea how much they actually owe me. Also, my "matter" will take between 24-72 hours to be dealt with - under the circumstance this is totally outragous.
I feel that 888 Casino have totally undermined the fair play of the gambling industry, by refusing to pay a legitimate withdrawal which has already been approved by them. Furthermore, the customer service is absolutely disgraceful.
I hope the matter can be resolved quickly and they can pay the money which they owe.
Best regards,
Paul Fallon
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