888 Casino IT - Вывод игрока был отложен.

Username E********

Name L*******

I would like to inform you that I have not yet received the money from the withdrawal bank with reference number #7*********** for the sum of 22,000 euros made on 11/19/2024. I have only received 20 euros. The Postepay bank informed me that the sum of money has exceeded the limit of the international transfer of 15,000 euros per year when the payment comes from abroad. I did not know that the payment is from abroad. At the moment I can only receive 14,600 euros.

For this reason the money deposited for the amount of 21,980 euros was credited back to you on 28/11/2024 . Here I send you all the details of when it was sent back.

Day 28/11/2024

Transaction ID 2***************

Status Code CANCELLED.

I would like to inform you that you have all the details of my other bank account which is registered to 888.it and is the one with which I have made and continue to make almost all my money top-ups on 888.it. I have sent all the documents and information on this account including the statement where you can see the IBAN and my personal address here in Italy, in this account if you can make all payments without limits of money via bank transfer, please do not make the payment as Virtual Marketing Service because the bank for security reasons refuses it. Please, I need confirmation on when I will receive the money or when I can see it in my 888.it account. I have written several times and I have not received an answer.

Thank you

Nome utente E******** 

Nome L*******

Vorrei informarvi che non ho ancora ricevuto il denaro dalla banca di prelievo con numero di riferimento #7*********** per la somma di 22.000 euro fatte il 19/11/2024 Ho ricevuto solo 20 euro La Postepay bancaria mi ha informato che la somma di denaro ha superato il limite del bonifico internazionale 15.000 euro all'anno quando il pagamento arriva dall'estero questo io non lo sapevo che il pagamentoè dall'estero. al momento posso ricevere solo 14.600 euro. 

Per questo motivo il denaro depositato per l'importo di 21.980 euro ti è stato riaccreditato in data 28/11/2024. Qui ti invio tutti dettagli di quando è stato rispedito. 

Giorno 28/11/2024

ID Transazione 2***************

Codice Stato  STORNATO.

Desidero informarvi che avete tutti i dettagli del mio altro conto bancario che è intestato a 888.it ed è quello con cui ho effettuato e continuo a effettuare quasi tutte le mie ricariche di denaro su 888.it. Ho inviato tutti i documenti e informazioni su questo conto compreso l'estratto conto dove puoi vedere l'Iban e il mio indirizzo personale qui in Italia, in questo conto se puoi effettuare tutti i pagamenti senza limiti di denaro tramite bonifico, si prega di non effettuare il pagamento come Virtual Marketing Service perche la banca per motivo di sicurezza lo rifiuta. Per favore, ho bisogno di conferma su quando riceverò i soldi oppure quando riesco a vederlo nel mio conto 888.it. Ho scritto piu volte e non ho una risposta.

Grazie

Dear Elpingu26,

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

Have you made any successful withdrawals before? 

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Username E********

Complaint 137412

Dear Domikica

Thank you for taking the time to help me solve this case.

I passed all the tests.

I have accumulated my profits without any active bonus.

I received a payment from 888.it of 20 euros without any problems. I also received a further payment on the Revolut account on which I am registered conto.it is where the payment for the missing money should be made. 21,980 euros, just make the payment via bank transfer there will be no problems.

I sent a pdf with some screenshots of emails and chat conversations to your email. Thanks

Best regards

Nome utente E********

Reclamo 137412

Gentile Domikica

Grazie per dedicare del tuo tempo per aiutarti a risolvere questo caso.

Ho superato tutti verifica. 

Ho accumulato i miei profitti senza alcun bonus attivo. 

Ho ricevuto senza problemi un pagamento da 888.it di 20 euros. Ho ricevuto anche un oltre pagamento sul conto Revolut su cui sono registrato conto.it è dove dovrebbe essere effettuato il pagamento dei soldi mancanti. 21.980 euro, basta effettuare il pagamento tramite bonifico non ci saranno problemi. 

Ho enviato un pdf con alcuni screenshot di email e conversazioni de chat alla tua email. Grazie 

Cordiali saluti 

Sorry Domenica, I wrote your name wrong, I didn't notice. Sorry

Scusami Domenica, ho scritto male il tuo nome non me ne ero accorto. Scusa

Thank you very much, Elpingu26, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hi Elpingu26,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear 888 Casino IT, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Can you please confirm if the money that the player requested to withdraw was received due to the payment being canceled by the player's bank? Have you processed a new withdrawal to another payment method?

I'm looking forward to hearing from you. If you have any supporting evidence, please send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

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.

Dear Elpingu26,

I have tried to contact the casino repeatedly but it didn't react to the complaint. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Agenzia delle Dogane e dei Monopoli (Giochi.reclami.online@aams.it) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (natalia.b@casino.guru). I am sorry I could not be of more help on this occasion.

Kind regards,

Natalia