888 Tiger Casino - プレイヤーは出金をリクエストできません。

I tried requesting a withdrawal for $200 on 4/28. When doing so I was unable to enter any amount as the parameters are set at Withdrawal "Minimum and Maximum Amount $0". Live chat is not available thus I sent numerous emails requesting assistance as well as sending all verification documents listed on their website. 3 weeks later and have not received a single response. 

It's extremely frustrating since no one will respond and I'm starting to seriously wonder if I'll ever receive my winnings!

Dylons

Dear Dylons,

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

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

Could you please advise how long you were a player of the casino and if you were able to request a withdrawal in the past? Is there any wagering requirement left to complete on your account? Did you complete account verification in the casino?

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

Good morning,

I have been a player at this casino since April. I have not been able to request a withdrawal due to the parameters listed in the attached screenshots). I have sent numerous emails to the address listed on their website without a single response. Live chat is never available. I am attaching other screenshots to help provide a better description.

Thank you.

Dylon

Dear Dylons,

Before we contact the casino, could you please share with us a screenshot of how the information is presented on your end? Please post it here or send a screenshot to my email at tomas@casino.guru

I'll await your reply.

Good morning Tomas,

I am having difficulty attaching screenshots to this link so I am sending them to your email.

Thanks!

Dylon

Thank you very much, Dylons, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.  

Hello Dylons,

I'm Michal and I have taken over this complaint. I have reviewed this case, and I will contact the casino to see if I can help.

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

Dear 888 Tiger Casino,

Can you please provide information on why the player is unable select an amount to submit a withdrawal request?

Dear Dylons,

Thank you for addressing your query to us!

Please be kindly notified that in order to request a payment, first and foremost, the wagering requirement of the active match bonus needs to be completed.

In addition, be advised that some of the documents, required for setting up your account for withdrawals, are still missing. You were sent a detailed email in regards to this by our Finance Department representative.

Kind regards,

888Tiger Casino team

It is very disappointing to read this response as both areas you are addressing were completed long ago. The verification documents were sent weeks ago (will send again). The wagering requirement was completed 4/23. Screenshots of this was sent to the moderator weeks ago.

I have repeatedly tried contacting the casino for months via chat, phone and email and this being the first response from a person.

Dear 888Tiger Casino team,

As the player mentioned we did receive a screenshot where the wagering of the bonus appears to be finished, so the funds in the player's account should have been good to be withdrawn. If I understood it correctly the withdrawal was not possible because of the not finished verification. As the player mentioned the verification documents were sent again, so hopefully you will successfully receive them for you to review. I have my fingers crossed 🤞 that the process won't take long and the player will be able to submit and receive the withdrawal.

Hello,

As we have double-checked, the Wagering had been completed indeed! The bonus remained active in the software system for some reason, but we have removed it manually, we apologize for the confusion!

Some documents have been received indeed, but, unfortunately, there were the missing ones as well, and the Casino needs a whole package for the payouts. The Finance sent a detailed email with those mentioned. @Dylons, thanks for resending those, please make sure to send the ones missing to get your account validated faster. The Finance will reply via email once it's received and checked. Please keep in touch with them.

Kind regards,

888Tiger Casino team

I resubmitted the requested verification documents again....

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.

Hello,

As we have been informed, the Finance was waiting for the BTC address details from the player. It has been finally provided now and approved.

Kind regards,

888Tiger Casino team

Thank you for the response, 888Tiger Casino team.

Dear Dylons,

As the 888Tiger Casino team mentioned your payment was approved so you should receive it any moment.

Please let me know once you successfully receive the funds, so we can close your complaint as resolved.

Unfortunately this entire thread has been a "he said she said" conversation. The casino was not "waiting for my crypto address nor were they waiting for my missing documents"...complete fabrication. They did everything possible to delay paying my winnings. My suggestion to anyone reading this thread is to patronize other gaming sites and stay clear of this one and their sister sites.

Dear Dylons,

The casino has never had any delays with the payouts so far, and, as a licensed brand, we do require the whole package of documents for withdrawals requested. This is just a one-time procedure though, needed for your safety, so you will not need to go through it again.

We have just received screenshots from the Finance with the documents missing in the email thread as well as the BTC address provided on June, 7. The payment was made next day, on June 8, within the timeframes and as a first priority taking into account your long verification process.

Please feel free to check your BTC wallet and congrats on your winnings!

Michal, please let us know if you would need any screenshots as proofs.

Kind regards,

888Tiger Casino team

Thank you for the response, 888Tiger Casino team.

Dear Dylons,

I understand that the KYC and AML process can be sometimes frustrating, but the casinos need to follow rules and regulations as well, so although I can empathize with you that the whole process can be done more user-friendly or quicker, it is a standard procedure that the casinos are entitled to.

Anyway, this has been done and your winnings were paid out by the casino, have you successfully received them?

Hello Michal. Thank you for intervening through this process. I have finally been paid my winnings. It's very unfortunate this was the only way I could establish communication with the casino. Readers will draw their own conclusion whether to patronize.

Great news, Dylons. I'm glad to hear that you successfully received your winnings.

I understand that you are not really happy with the casino's services when it comes to withdrawals, but as I have mentioned previously the casino have rule and procedures they have to follow and it is nothing unusual that the whole KYC and AML process takes time. I agree that the whole process can be done more user-friendly or quicker, but every casino has its own internal procedure and licensing requirements, so this process differs per casino. Anyway, I'm glad the situation could be worked out.

As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation and please do not hesitate to contact us if you encounter any problems with this or any other casino in the future.

We are here to help you

Best regards,

Michal