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Good evening I have a problem with a withdrawal part on 888 casino.

On February 9th I won €900.

I received part of the winnings and the rest is not arriving (330€ missing).

I have tried many times to write to support with no success.

I received an authorization email the next day where it says your withdrawal was returned we will try another way.

Nothing has arrived to date.

Thanks to anyone who advises me on how to fix this

Buonasera ho un problema con una parte di prelievo su 888 casino.

Il 9 febbraio ho avuto una vincita di 900€.

Ho ricevuto una parte di vincita e la rimanente non si vede arrivare ( mancano 330€).

Ho provato moltissime volte a scrivere al supporto senza nessun risultato.

Ho ricevuto un mail autorizzazione il giorno dopo dove c è scritto il tuo prelievo è tornato indietro proveremo un altro modo.

Ad oggi non è arrivato nulla.

Grazie a chi mi consiglia come poter ovviare

Dear Silvietta10,

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.

• Do I understand correctly that the missing part has not been returned to your casino account?
• Did you divide your winnings into multiple withdrawal requests?
• Did you accumulate 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,

Kristina

Hello and thank you for your support.

The win was real money and not bonus money.

The missing €330 was neither credited nor returned to my game account.

The withdrawal of €900 was requested in one go

Salve e grazie per il Vostro supporto.

La vincita è stata di denaro reale e non di bonus.

Le 330€ mancanti non sono né state accreditate né rimesse nel mio conto gioco.

Il prelievo di 900€ è stato richiesto in un' unica volta

This is the email I received

Questa è la mail che ho ricevuto

Good evening, are there any updates? Have you heard anything about my case?

Buonasera ci sono aggiornamenti? Avete saputo qualcosa riguardo il mio caso?

Thank you very much for your reply, Silvietta10. Was this the only explanation you received? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Good morning Kristina,

I have nothing except this email, the support is ghost, I have sent dozens of emails with no response.

They have two payment methods, I don't understand why some in one method, some in another and the rest??

Very strange thing, let's see what happens

Buongiorno Kristina,

Non ho nulla eccetto questa mail, il supporto è fantasma, ho inviato decine di mail senza risposta.

Loro hanno due metodi di pagamento non si capisce perché una parte in un metodo, una parte in un altro ed il resto??

Stranissima cosa, vediamo cosa succede

Thank you very much, Silvietta10, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.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.

A thousand thanks

Grazie mille

Hello, Silvietta10,

I am sorry to hear about your trouble and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear 888 Casino Team,

Could you please review and explain the player's situation? What happened to her withdrawal, and how can she withdraw the rest of the winnings? Where did those missing funds disappear?

Thank you.

Branislav good morning and thank you

Branislav buongiorno e grazie

Good evening, do we have any updates/news on this matter?

Buonasera abbiamo aggiornamenti/ notizie al riguardo?

Dear Silvietta10,

Thank you for your patience while we investigate your concern.

We wanted to let you know that we have forwarded your case to our Payments Team for further checking.

Once we have any updates regarding your account or the status of your funds, we will inform you immediately.

We appreciate your understanding and will get back to you as soon as possible.

Kind regards,

888 Support Team

Good evening 888Casino, I don't understand why the funds were not even put back into my gaming account in the event that there was some 'problem' which I don't think could exist given that the withdrawal and deposit methods used have always been the same.

Live chat is non-existent, it's been a month and a half and the case hasn't been resolved yet.

Buonasera 888Casino' non comprendo il motivo perché i fondi non sono stati neanche rimessi sul mio conto gioco nell' eventualità ci fosse stato qualche 'problema ' che non credo abbia modo di esistere visto che i metodi di prelievo e versamento usati sono gli stessi da sempre.

La chat live è inesistente, è passato un mese e mezzo ancora non è stato risolto il caso.

Greetings all,

Thank you both for your replies.

Dear 888 Support Team,

A significant time has passed since your last response.

Can you provide us with an update and an explanation? What happened with the disputed funds if they were not credited back to the complainant's gaming account, and how can the user withdraw her winnings?

Thank you.

Good evening, the funds have been credited.

Thank you so much for your efficiency and cooperation!

Buonasera, i fondi sono stati accreditati.

Grazie infinite per la Vostra efficienza e collaborazione!

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 Casino Guru Team,

We appreciate your assistance in this case.

However, as confirmed by the player, the funds have now been successfully credited.

Thank you for your cooperation.

Kind regards,

888 Support Team

Greetings all,

Great news!

Thank you, Silvietta10, for the confirmation and for using the Casino Guru complaint resolution centre. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are 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.

Thank you, 888 Casino Team, for your help and cooperation!

Please note that my previous post was automatically generated because the timer was set up for the casino, and it is not automatically switched until the casino replies. I am sorry for the inconvenience.

Best regards,

Branislav, Casino.guru