888 Casino IT - プレイヤーの撤退が遅れています。

I have been registered on this platform for several years, my document of which the casino has a copy expires on 09/07/2022. On 11/02/2021 I requested a withdrawal for an amount lower than about half and there were no problems for the payment which took place in less than 48 hours via Paypal. The next day or 12/02/2021 I requested another withdrawal but to date it is still pending (they have not even processed / approved it in 24 hours as per their terms and conditions that I am attaching), they also sent me an email in which to waste time they ask me again for the identity document without any justified reason.

Sono da diversi anni iscritto presso questa piattaforma, il mio documento di cui il casinó possiede una copia scade il 09/07/2022. In data 11/02/2021 ho richiesto un prelievo di importo inferiore di circa la metá e non ci sono stati problemi per il pagamento che é avvenuto in meno di 48 ore tramite Paypal. Il giorno successivo ovvero il 12/02/2021 ho richiesto altro prelievo ma ad oggi ancora risulta pendente (non lo hanno nemmeno elaborato/approvato in 24 ore come da loro termini e condizioni che allego), inoltre mi hanno inviato una email in cui per perdere tempo mi chiedono nuovamente il documento di identitá senza alcun giustificato motivo.

Dear Nemokid,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please advise if you have accumulated your winnings with or without an active bonus?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account, especially if it’s your first withdrawal or you’re withdrawing a bigger amount of money. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive your delayed withdrawal. Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Thank you very much, Nemokid, for your reply. All the requested withdrawals are being checked manually and if you have activated any promotional offer, the entire bonus session is audited for any terms of use violations. Together with the unfortunate Covid situation around the world, I believe that might be a reason for some withdrawals to be delayed.

Could you please advise if you have accumulated your winnings with or without an active bonus?

Thank you very much, Nemokid, for providing all the necessary information. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Nemokid!

From now on, I will take care of your complaint. I would like to ask 888 Casino IT representatives to join this conversation in order to help us resolve your issue.

Dear Virtual Marketing Services Italia srl (in relation to 888 Italia Limited in Malta),

since more than 24 hours have passed since the requests for withdrawal of the attached winnings, I would ask you to urgently arrange for the same day to pay them via Paypal, in detail I am attaching the amounts due:

Spett.le Virtual Marketing Services Italia srl (in rapp. di 888 Italia Limited in Malta),

essendo trascorse piú di 24 ore dalle richieste di prelievo delle vincite allegate, prego voler provvedere urgentemente in giornata al pagamento delle stesse tramite Paypal, in dettaglio Vi allego gli importi dovuti:

Hey,

Please provide member’s username or support ID.

We will look for the complaint and update.

Hey Casino.Guru

As you know, Italian members need to send us an ID documents in force as per regulation.

This member sent us the ID card in the past and now this document is expired, for that reason the WD has been paused until he send the docs requested.

Support will contact the player again in the next 48 hours and we will try to assist with the process.

Thanks for your assistance!

Hello Nemokid!

I am delighted to see, that you received your withdrawals.

Please note, it is not within my powers to pursue casino to do any compensations.

Let me know when you receive your current withdrawal, please.

Dear Martin,

the "current" withdrawal was requested on 02/22/2021 or three working days ago! It had to be processed within a maximum of 24 hours or by 6:15 pm on 23/02/2021 and is still pending. But they redeemed my deposit instantly on that day !! Please urge the Financial Department of Malta to make the relevant payment within the same day. For the compensation I know very well that you can not do grnaché but it would be desirable on the part of those in charge that at least apologize with the recognition of at least one compensation not only equal to the deposits made but also to the disservice suffered as a customer / partner . I hope they don't force me to open another nice complaint on this platform with a lot of warning! To err is human but to persevere is diabolical! For the rest, no complaints, those of 888.it are always worse, I give them my warmest congratulations!

Best regards.

Caro Martin,

il prelievo "attuale" é stato richiesto il 22/02/2021 ovvero ben tre giorni lavorativi or sono! Doveva essere elaborato in massimo 24 ore ovvero entro le ore 18:15 del 23/02/2021 ed invece risulta ancora pendente. Il mio deposito peró lo hanno riscosso all'istante in tale giorno !! Ti prego di sollecitare il Dipartimento Finanziario di Malta affinché proceda in giornata al relativo pagamento. Per l'indennizzo so benissimo che non puoi fare grnaché ma sarebbe auspicabile da parte di chi di dovere che quantomeno si scusi con il riconoscimento di almeno un indennizzo all'altezza non solo dei depositi effettuati ma anche del disservizio subito in qualita di cliente/socio. Spero non mi costringano ad aprire un altro bel reclamo su questa piattaforma con tanto di diffida! Errare é umano ma perseverare é diabolico! Per il resto niente da eccepire, sempre peggio quelli di 888.it, li faccio i miei piú sentiti complimenti!!

Cordial saluti.

Dear 888,

I inform you that today I have sent a payment reminder by fax to your Maltese office, it is not possible that the processing of my withdrawals always takes place after the terms established by the contract or 24 hours !. No response to my email I am attaching, sent to you days ago! Shame!!

Spett.le 888,

Vi informo di aver inviato in data odierna un sollecito di pagamento a mezzo fax alla Vostra sede maltese, non é possibile che costantemente le eleborazioni dei miei prelievi avvengano sempre oltre i termini stabiliti da contratto ovvero 24 ore!. Nessuna risposta alla mia email che allego, inviatavi giorni addietro! Vergogna!!

Hello Nemokid!

Did you receive your last withdrawal?

Hello Nemokid!

Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it.

Looking forward to hearing from you.

Even if we’ve assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.

The player can reopen this complaint anytime.

Additional comments by the player:

"I inform you that I have received the winnings after a long struggle! Greetings."

Additional comments by the player:

"Vi comunico di aver ricevuto le vincite dopo lungo penare! Saluti."

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.