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I have not received my winnings of 2400 kr. They keep saying they are working on it. Initially, they paid the money to an account I no longer have; I used Trustly to deposit. I was informed that the money was returned. I've received another payout to my new account, and I informed them to do the same. Yet, they continue to say they are working on the issue.

Jeg har ikke fået min gevinst på 2400 kr udbetalt de bliver ved med at sige de arbejder på sagen. De har udbetalt penge først til en konto jeg ikke har mere jeg har betalt med trustly. De har så modtaget penge retur for det har jeg fået af vide ,jeg har fået en anden gevinst udbetalt til den nye konto og det skrev jeg til dem de skal gøre de bliver ved med at sige de arbejder på sagen

Dear Mp406,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 888 Casino DK.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Is your casino account accessible to you? Can you log in?
• Could you please share screenshots of your withdrawal requests as they appear in your transaction history in your player's account?
• Could you please share with me your communication with the casino and other screenshots supporting your complaint? Share screenshots here or send the information to my email at tomas@casino.guru

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,

Tomas

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.

Hi, I have sent a reply to your email.

Hej jeg har sendt svar til din mail

I can't take it anymore, they paid the money yesterday to the wrong account again, even though I nervously asked them to pay it to the one where the 2000 was paid out to and I really struggled to write to their customer service and who wrote to their finance department asking them to contact me, but they didn't and you can't get in touch by phone. I don't know what they're doing there.

Jeg magter det ikke mere de har udbetalt pengene i går til den forkerte konto igen selv om jeg utrygligt bad dem om at de skulle udbetales til den hvor de 2000 blev udbetalt til og jeg kæmpede virkeligt med at skrive med deres kundeservice og som skrev til deres finans afdeling om at de skulle kontakte mig men det gjorde de ikke og telefonisk kan man ikke komme i kontakt med .Jeg ved ikke hvad de laver derinde

Thanks for the update and provided information.

Have you specified to the casino which bank account they need to send your payout to?

Have you deposited in the casino using the new bank account at all?

Thanks in advance for your reply.

Yes I have and I have spent 14 days on it now I have been paid another prize of 2000 kr and it came in without any problems and I have told them that they should send the money to that account. I have a picture of my gaming account where I have made a red circle about the account the money should be paid to

Ja det har jeg og jeg har brugt 14 dage nu på det Jeg har fået udbetalt en anden gevinst på 2000 kr og det kom ind uden problemer og jeg har sagt til dem at de skal sende de penge på den konto. Jeg har billed at min spille konto hvor jeg har lavet en rød ring om den konto penge skulle betales til

They have transferred the money to the closed account for the third time and I can't see where it went in my gaming account.

De har overført pengene til den lukket konto for tredje gang og jeg kan ikke se på min spillekonto hvorhenne

Still haven't received the money. They are not in my gaming account or in my account. I am not allowed to get anything in writing. I am not allowed to talk to their manager. Their finance department does not answer me. They still do not answer the phone. Support does not answer my emails. I do not get any answers to my complaints. Their customer service just says that they are pushing them. I have sent a screenshot of the account and drawn it with a red circle so that they could see which account it is because when I wrote it they could not figure it out and yet they have transferred the money to the closed account. So I do not know what else I can do. They just say yes, we are working on it. They have been doing that for 16 days now and the only thing that has come out of it is that they continue to make the same mistake.

Har stadigvæk ikke fået penge .De er ikke på min spillekonto eller på min konto jeg må ikke få noget på skrift, jeg må ikke snakke med deres leder, deres finans afdeling svar mig ikke ,de tager stadigvæk ikke telefon ,support svar heller ikke på mine mail ,mine klager få jeg heller ikke svar på og deres kundeservice siger bare at de skubber til dem .Jeg har sendt scremshort af konto og tegnet med en rød ring så de kunne se hvilken konto det er for når jeg skrev det kunne de ikke finde ud af det og alligevel har de overført pengene på den lukket konto. Så ved jeg ikke hvad jeg mere kan gøre det siger bare ja vi arbejder på det de det har de gjort i 16 dage nu og det eneste der er kommet ud af det at de bliver ved med st begå den samme fejl

Thank you very much, Mp406, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.  

I was promised yesterday that I would receive the money tonight but I haven't received it now it's been 18 days

Jeg blev lovet i går at jeg vil modtage pengene i nat men det har jeg ikke fået nu er der gået 18 dage

Not

Tak

Hello there,

Thank you Mp406 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask 888 Casino DK for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

Now I wrote a long rant but wasn't logged in. Well that's because I changed banks, but I won twice and the one of 2000 there were no problems with. I got an email on Friday that I would get the money paid out no later than today but it hasn't happened yet it's a transfer from 17/12 but I also got an email on 18/12 that they had gotten the money back and then they transferred it again. I asked why the transfer from 17/12 is listed as a transfer to the old account and was told they are just historical, but it doesn't say anywhere that they transferred the money again on 18/12 and where. The email I filmed on Friday makes no sense, but I'll send the two emails and a picture of my gaming account to your email and thank you for bothering to help

Nu skrev jeg en lang smør men var ikke logget på .Nå det er fordi jeg har skiftet bank,men jeg vandt 2 gange og den på 2000 var der ingen problemer med .Jeg fik en mail i fredag at jeg vil få udbetalt pengene seneste i dag men det er ikke sket endnu det er en overførsel fra den 17/12 men jeg fik også en mail den 18/12 at de havde fået penge retur og så har de overføret dem igen .Jeg spurgte hvorfor den overførelse fra 17/12 står som overførsel til den gamle konto fik af vide de bare er historisk, men der står ingen steder at de har overført pengene igen den 18/12 og hvorhen.Den mail jeg filmklip i fredags giver ingen mening, men jeg sender de to mail og billede af min spillekonto på din mail og tak fordi du gider at hjælpe

Hi, I managed to get the money paid out after 19 days of struggle.

Hej det lykkedes mig at få udbetalt de penge efter 19 dages kamp

Dear Mp406,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Peter