888 Casino - El retiro del jugador se retrasa dos meses.

​Complaint Details:

​Platform: 888poker

​Disputed Amount: $1,000 USD

​Issue Summary:

On July 10th, I requested a regular withdrawal of $1,000 USD, which was legitimately won from a tournament. My account has been active for over 5 years.

​I am an Argentine citizen who has been living in Brazil for almost 3 years. The withdrawal was delayed because I was requested to update my residency documentation. I provided all requested Brazilian address documents completely.

​After waiting several weeks, the withdrawal was rejected and the $1,000 USD was returned to my poker balance. When I tried to withdraw it again, I received an automated email claiming I could not withdraw because I had not played the funds—completely ignoring that this was original tournament winnings.

​On August 13th, I submitted the withdrawal request again. Since then, I have received no response to any of my emails. Furthermore, the live chat feature is completely unavailable/blocked for me, leaving me with no way to contact support.

​My account is not blocked, but my legitimate $1,000 USD withdrawal has been held for almost two months. I request an urgent manual review to verify my Brazilian documentation, confirm the tournament winnings, and process my payout.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please send me a link to the tournament you participated in and from which you won the disputed winnings? If possible, please also send me a link to, or a screenshot of, the Terms and Conditions associated with this tournament.
• Have you won any tournaments at this casino before? If so, were you previously required to wager your tournament winnings before withdrawing them?
• You mentioned that you have been playing at this casino for five years. When was the last time you submitted any identity documents to the casino for verification? Also, did you previously inform the casino that you had moved to Brazil? You mentioned that you have been living there for the past three years.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Dear nico_alcorta,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello nico_alcorta,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru