888 Ladies Casino - La cuenta del jugador ha sido cerrada y se han denegado los retiros.

This casino is outright scandalous, very quick to take your money but when it comes to withdrawals they'll find any means in there power not to pay. Communication is a complete joke, withdrawal was made on 16/01/2025 and they've only just sent a decision now which is a complete joke, saying I used 3rd party for deposits and this was explained to them on the statements that the money sent to me from my brother to me was my money he was looking after then they had the audacity to say at the end that I'm at no loss because of previous withdrawals, complete criminals so be wary. Iv already contacted legal advice but people need to been warned of 888ladies, there absolutely disgusting to there players.

There's the email I received.

Hello Khloe,

Your case was escalated to me as part of the Customer Support Management team with 888ladies.

Thank you for allowing us the time to fully review your case and we apologize for the delay and any negative impact this may have had on you. During the analysis our teams performed, a couple of questions were raised which we had to have answered through addition requests for documentation and explanations that were asked of you, which I do understand has been an uncomfortable process, albeit necessary.

At this time, we were able to identify several breaches of our User agreement such as use of third party funds to fund your account with us as well as circumvention of our systems in order to use our services while you have previously been opted out on another account on our network of sites. These points are covered through both our User Agreement versions, in the old version through points 9.2.3 and 15.1.3 and in the new version in section 11.2.28.iii and 11.2.3:

"if we have reason to believe your Customer Account is being used or funded in whole or in part by a third party;"; 

"Circumvention: Breaking into, accessing or attempting to break into or access or otherwise circumvent our security measures and/or systems, which includes but is not limited to circumventing our systems to use the Services when you have opted out from receiving our Services."

As both of the above are considered prohibited practices, we have taken the decision to permanently suspend your account with us, in line with section 12,3. We kindly ask that you refrain from attempting to open any new accounts on our network of sites, as any successful attempts will be terminated immediately upon detection and deem you ineligible to claim any associated funds. You may find a list of sites here: Operated by us, however you can also easily identify a site by scrolling to the licensing information at the bottom of the page.

Furthermore, according to section 12.5,2, we will not be processing out your pending withdrawal request. We have found that your entire deposited amount with us of the value of 2520 GBP has already been covered and been paid out in surplus through you previously processed out withdrawals which amounted to 3460 GBP thus leaving you at no loss and on an overall positive balance. 

I fully appreciate that the above decision was not the one you were hoping for and that it will generate a fair amount of disappointment, for which I am sincerely sorry, however it was not taken lightly.

We do respect your right to escalate this further, but we do feel like the action taken here is appropriate considering the context and we do hope you can understand our point of view as well.

Apologies for any inconvenience you experienced here and we sincerely wish you all the best moving forward!

Dear Khloe, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the terms and conditions, and this is what I found:

11.Prohibited Practices

2. Each of the following is a "Prohibited Practice":

1. if you have deliberately or fraudulently opened or are using one or more Duplicate Customer Accounts;
2. if the name (including the ‘salutation’ i.e., Mr, Mrs, Ms, etc.) registered on your Customer Account does not match that on the payment method, account, and/or card(s) used to make deposits on your Customer Account;
3. if we have reason to believe your Customer Account is being used or funded in whole or in part by a third party;

Furthermore, please check our Fair Gambling Codex for Players: 

"For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations." 

Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card or this possibility is communicated beforehand. Technically it is very difficult to check who’s the owner of the payment method at the depositing stage. This can be checked only during the account verification, which is usually done when a withdrawal is requested. Therefore, it is a player’s responsibility to use allowed payment methods only. 

If you’re not able to prove that you are a legitimate owner of the payment method and you haven’t received approval from the casino allowing you to use a third-party payment method, I’m afraid there’s not much we can do for you. 

Thank you very much in advance for your reply and understanding. 

Best regards, 

Veronika

Thanks for your response.

1. Iv not got duplicate accounts
2. The only deposit method used was in my name only, which has been explained to the casino as my last name had changed from Harvey to Bennett, so the account opened was in Harvey and deposit was in Bennett, I sent deed pole of proof of name change so that's a complete lie on there behalf because deposits were made in my name

could you please confirm if the casino has accepted the documents you submitted to prove that you changed your name and that you are the rightful owner of both the casino account and the bank account used for deposits?

Additionally, could you kindly elaborate on your statement from the first comment regarding the funds you used to play in the casino, which were sent to you by your brother? Specifically, did he transfer the money into your bank account first, after which you deposited it into the casino? Or did he send the funds directly to your casino account?

Thank you for your cooperation, and I look forward to your response.

The casino said the deed pole to show I’d changed my name was not a form of ID. Funds were transferred to me which my brother owed me, there’s never been any funds deposited to the casino by any other party, the only deposits ever made to the casino were made from me and my bank directly, bank statements to prove this.

i am the rightful owner of both casino and bank accounts used to deposit.

thanks

Please forward me all the communication between you and the casino regarding the investigation of your bank statement at veronika.f@casino.guru. Kindly include the bank statements you sent to the casino as well. Thank you for your patience and cooperation.

Iv forwarded the information you’ve requested to the email you provided.

thanks

Iv sent bank statements to the email you provided showing any transactions I made were direct from my bank to 888ladies direct and no other person made any deposits to the casino. Here are some screenshots of chats which clearly show I gave them all I needed to verify my identification

Could you please specify how many deposits you have made into this casino?

Were all of the deposits made immediately after your brother sent the money to your account, or did you also use funds received from other sources, such as your employee or job?

Does your brother also have an account with this casino, or any other 888 casino?

Iv just been through my bank statements and there’s a total of 35 deposits made to the casino and no they were not made directly after my brother transferred, 99% of deposits were made when I had money go in to my bank when I was paid and no he doesn’t have any accounts with 888ladies or any of there sister sites

Hi veronkina,

i can give you everything you need to know all at once if you need it, I was wondering if your getting anywhere actually with the casino or will I have to keep giving you little bit of information every 6days?

thanks for your time.

khloe

Thank you very much, Khloe, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Khloe,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on the matter. In the meantime, can you please confirm from which casinos you have been excluded and when this occurred?

We would like to invite 888 Ladies Casino to join the conversation.

Dear 888 Ladies Casino,

I kindly request that you provide me with the evidence related to the purported third-party deposit concerning the player in question at michal.k@casino.guru. Additionally, the player has submitted a document verifying their name change; could you please clarify why this document was not accepted? Furthermore, as previously noted, this player has been excluded from other casinos within your network. I would appreciate details regarding which casino this pertains to, the date of the exclusion, and the rationale behind it, as this information is essential for a comprehensive assessment of the situation.

I'm looking forward to your clarification.

Thanks for your reply, I can confirm the the casino is 888ladies.com and they blocked the account just after I put my withdrawal request, withdrawal request was 16/01/25 then account blocked on the 20th/21st.

thanks

Dear Khloe,

I appreciate your reply, but it seems I didn't receive the information I was looking for. In the email to you, the casino team mentioned:

...you have previously been opted out on another account on our network of sites.

We kindly ask that you refrain from attempting to open any new accounts on our network of sites, as any successful attempts will be terminated immediately upon detection and deem you ineligible to claim any associated funds. You may find a list of sites here: Operated by us, however you can also easily identify a site by scrolling to the licensing information at the bottom of the page.

So can you please confirm from which casinos you have been excluded (in the past) and when this occurred?

Sorry,

yes the other casino site was apparently BJ casino but I’m not sure when this site was closed or blocked

gambling commission page.

not sure if this is helpful for 888ladies to read. One reason being that they’ve accused me of a third party funding when iv used my own money and bank card.

iv had no explanation apart from they suspect iv used third party which is a load of rubbish. Hopefully this information helps, I’m reading up on all the laws and what routes to go down.

You may be stopped from withdrawing your money if unusual activity has been spotted in your account. A gambling business should not hold on to your money unnecessarily. 

Where a gambling business needs to ask their customers for more information they must do so at the earliest opportunity. They cannot demand that customers submit any additional information as a condition of withdrawing funds from their account if they could have reasonably asked for that information earlier.

Gambling businesses must make sure that funds are not being used for criminal activity like fraud or money laundering. There may be some circumstances where a gambling business could not reasonably have identified a need to ask for additional information earlier, meaning their request for more information may coincide with the customer’s request to withdraw funds. 

Examples of these circumstances could be:

unusual activity on a customer’s account, such as a spike in the number of bets or higher staking amounts

bets placed within a short space of time which are immediately followed by a request to withdraw funds.

might be of some use or it might not

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I can’t say I expected much of a reply from the casino to be honest there absolute scandals, in my eyes it just goes to show how corrupt they are and if they were that confident that they are not in the wrong then they’d of reply with evidence backing themselves but they haven’t. Companies like that should be held countable for such scandalous behaviour

Hi there just out of curiosity why are a few of my responses waiting for approval.

thanks

Dear Khloe,

Although we utilize numerous automated processes, certain actions require the approval of a moderator. The status of "waiting for approval" indicates that a manual review of a response is currently in progress. This is primarily to ensure that any potentially private or sensitive information is not inadvertently made public.

Anyway, I've received an update from the casino team regarding your concerns. Their security team has identified the use of a third-party deposit, which has already been shared with you. Since you've filed a complaint with their official Alternative Dispute Resolution service, eCogra, they are unable to share any additional details with us. All further communications on this matter will be managed through that channel only.

Have you received any updates from eCogra?

Thanks for your response.

security team have identified third party use when all evidence given to them clearly shows transactions are made directly from myself to the casino, just a lame and corrupt excuse to worm out of paying and no update yet.

thanks

Dear Khloe,

Have you received any updates from eCogra yet?

No

Dear Khloe,

I hope you are doing well. I wanted to reach out and provide you with an update on my attempts to gather more information from the casino team. Unfortunately, as I mentioned before, since you have filed a complaint with their official Alternative Dispute Resolution service, eCOGRA, they are unable to share any further details with us at this time. From now on, all discussions about this matter will need to go through that channel. This means that, regrettably, there isn’t much we can do on our end right now. We will have to wait for eCOGRA to reach a conclusion. I will be temporarily closing your complaint as unresolved - waiting for the regulator's decision until we receive a decision from the ADR. Please keep me informed of any developments regarding your progress and the feedback you obtain from the ADR or the casino at michal.k@casino.guru.

Dear Khloe,
We hope this finds you well. We would like to ask you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been automatically reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.
If the ADR or the Licensing Authority has resolved things in your favor, please update the thread and send over the official statement to my email. Alternatively, if the ruling favored the casino, your insights are just as crucial.
We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the authority supports the operator.
We truly appreciate your cooperation, and your response would be of great assistance to us.
Thank you in advance for your reply.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Michal
Casino.Guru