888 Casino SE - El retiro del jugador se retrasa.

I made 3 withdrawals, one of 20k and 2 of 400 dollars, they paid me 10k from the withdrawal of 20k but they are delaying the rest.

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Dear MalekL, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with 888 Casino SE. Please allow me to ask you a few questions, so I can understand the whole situation completely.  

• Could you please provide an update on whether you have contacted support regarding your remaining funds and share their response?
• Could you please confirm that you have passed the KYC verification? 
• Have you accumulated your winnings with or without an active bonus? 

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

Best regards, 

Katarina

Hi Katarina.

thank you for your response as this is an urgent matter to me. To answer your questions:

yes i have been talking to their customer service everyday now as 888 ontario promotes "instant withdrawals" and i have screenshots of the conversations but in a nutshell its the same response: we escalated to our payment team and they are looking into it.

I have been playing for years and i passed and it was never a problem before however they strangely asked for a void check from my bank which I submitted through the platform anyway and i have sent it by email too

no i never played with bonuses and as i explained i received half of my withdrawal but they are still delaying the rest.

thanks

new update,

even though i have been playing for years, they are asking me now for bank statements and void checks. It doesn’t make sense, i uploaded them anyway and its suppose to be instantaneous but im still waiting

Dear MalekL,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Hi Katarina,

as i said in my email, they didn’t send me any transcripts of conversations but i took a lot of screenshots which i attached to my email.

if you need more information let me know.

thanks

Dear MalekL,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Lucia (lucia.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Katarina

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear MalekL,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Lucia