Casino Complaint 888casino isn't a responsible company ...

[dolobo]

888casino isn't a responsible company, it's a liar, a vampire, a robber. I'm pretty tired and angry right now.

I deposited 4 times in 3 days. because this is my first time to gamble online, so first day $30, then 3nd day $20 and $20, the 3rd day $100, my nightmare is beginning. I played couple hours to get balance $293.5, then to bed.

my account is restricted when I log in again. okay then, I send an email to ask if I could cover some information for credit card security, they reply as below,
"Please ensure to send the documents in their entirety and with clear quality. This will eliminate the need to resend documents for review."
I still feel uncomfortable to send them all numbers and the CVV code, then google again, I found this on 888casino web " (ii) Credit/Debit Cards: A copy of the front and back of any credit/debit card(s) used to fund your account. Please ensure that all details are clearly legible to enable prompt and accurate verification. For security purposes, please block the middle eight numbers on the front of the card, and the 3 digit security code on the back of the card copy."

Do they really want to rob my money in future???!!!!!

okay then, they need me upload other 2 credit cards which failed to deposit after ID and 1st Credit card, alright I understand and did.

then, a new email let me send them " A copy of a recent utility bill or statement showing your name and address." fine, I download my cell phone bill to send them, and told me it's failed proof my address and don't accept the copy, they just need the copy of official document. and "it does not match the registration details" . WTF, what's the address I filled when I registed? why don't they pay your attention to match the address when you deposit, after you deposited 4 times later and win some money and need you to match the address.

As a newbie, do you really fill all true your personal information in a website special an online casino without any remind??

Okay then, I sent a void cheque yesterday, and get "Unfortunately, the voided cheque you provided failed our checks as the address differ. " WTF again!!!! that's you told me I could send you a void cheque in the previous email!!!!!

right now, they have my ID, my 3 credit card, my cell phone information and a void cheque!!! Unbelievable！！！

are there anyone who meet the similar situation before?

they did all these thing just for robbing my $295 balance in the account? this is a terrible experience and waste my lots of time to take pictures to upload to email with the robber!

pls pls pls , don't visit 888casino and cassava, any newbies please leave it alone, you'll find more better casino after you google.

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Please help me get my money back,I don't know it work if I send them more documents. thank you so much.

 

[lockinlove]

These guys are a pretty bad group. Lots of negative threads on here about them and their practices.

They wont speak to a third party so no one here can help you.

You suggest googling casinos. Just curious why you didnt with these guys?

 

[dunover]

They'll pay you (assuming no SE accounts elsewhere in their rather extensive group) once satisfied. Few casinos accept mobile phone bills, need utilities like water/gas etc. I think you've used more than one card in a short space of time to deposit hence they may suspect problem gambling or ID issues. They have a crap 72-hr. pending period for w/d's so it shouldn't affect timescale of payment.

Just do as they ask and you should be OK. I played at a few of the Cassave/888 sites a while back and always got paid OK once they had my docs.

EVERY casino (unless you live in the UK and play at the big sites like Sky and the bookies who often do automated checks without you knowing) has to ask for your docs. Some do it first withdrawal, some when you reach total withdrawals of £2.3k. They have to, it's a condition of their licensing mate.

 

[dolobo]

These guys are a pretty bad group. Lots of negative threads on here about them and their practices.

They wont speak to a third party so no one here can help you.

You suggest googling casinos. Just curious why you didnt with these guys?

one of my friends introduce me the evil 888casino, then I registered and played and fked................

 

[maxd]

FTR: 888/Cassava: all related properties are ignoring player complaints.

 

[chiya]

They'll pay you (assuming no SE accounts elsewhere in their rather extensive group) once satisfied. Few casinos accept mobile phone bills, need utilities like water/gas etc. I think you've used more than one card in a short space of time to deposit hence they may suspect problem gambling or ID issues. They have a crap 72-hr. pending period for w/d's so it shouldn't affect timescale of payment.

Just do as they ask and you should be OK. I played at a few of the Cassave/888 sites a while back and always got paid OK once they had my docs.

EVERY casino (unless you live in the UK and play at the big sites like Sky and the bookies who often do automated checks without you knowing) has to ask for your docs. Some do it first withdrawal, some when you reach total withdrawals of £2.3k. They have to, it's a condition of their licensing mate.

I'm not sure you understood the OP's post. In fact, I'm not sure I understood either as it's pretty poorly written. However what I gathered from it is that the player registered to the casino with a fake address because they don't want to register with their real details .. (Why would you feel the need to hide your real address is beyond me .. it's not like it should be a secret). Now the casino won't accept his documents as they don't match the address they have on the player's account. The player also seems to think casinos are thieves and plan to use his card details to rob his money as they want his Credit card pictures, despite the instructions clearly saying to block middle numbers + CCV .

Either way the player deserves to not be paid if he registered under fake information.

Ps. I've never ran into a casino that does not accept a phone bill. Water is included in my rent as is typical here, and electricity bill is online only. My phone bills are online only too, but they are downloadable in .pdf format. I've only ever run into couple casinos that did not want to accept the phone bill because it was in pdf. format, as they wanted a picture of a physical copy of the bill which I obviously don't get. Which is pretty dumb, because I printed out the pdf and took a picture of it and it was accepted

 

[Karri]

This is quite standard procedure in all casinos, though why you sent the CCV code is beyond me. If you registered with fake details it's your own fault.

 

[ReggieMac]

Well nothing has changed with 888casino, still the same, any excuse not to pay. I created an account using all of my correct details EXCEPT I used a nickname for my profile assuming that I could change it if needed. I have since joined other online casinos that do allow you to use a nickname. Once I realized I could not change my nickname to my full name myself I contacted 888 and told them about my mistake because I wanted to make a withdrawal and realized that the names would not match (address, D.O.B, CC proof all provided). This is all they needed to withhold £2610 in winnings. As 888Casino refuse to discuss this issue with 3rd parties I am complaining about this to anyone who will listen, however pointless it may seem!

 

[KasinoKing]

Well nothing has changed with 888casino, still the same, any excuse not to pay. I created an account using all of my correct details EXCEPT I used a nickname for my profile assuming that I could change it if needed. I have since joined other online casinos that do allow you to use a nickname. Once I realized I could not change my nickname to my full name myself I contacted 888 and told them about my mistake because I wanted to make a withdrawal and realized that the names would not match (address, D.O.B, CC proof all provided). This is all they needed to withhold £2610 in winnings. As 888Casino refuse to discuss this issue with 3rd parties I am complaining about this to anyone who will listen, however pointless it may seem!

The are UK licensed (god knows how!) which means they must offer an external independent ADR (Alternative Dispute Resolution) - find out who that is & submit your complaint to them. That is the only OFFICIAL way to make a complaint against them.
Good luck!

KK

 

[Nicola]

I sent an e-mail to three random 888 sites last week asking for their ADR (as not a single one of their include one in their T&C) and they all replied two days later asking "why". I wrote back telling them the rules that they have to list it on their site and they haven't bothered replying.

Withdrawal times vary between 92 hours and 103 hours recently which according to reviews on trustpilot is fine to their loyal players.

 

[dunover]

I sent an e-mail to three random 888 sites last week asking for their ADR (as not a single one of their include one in their T&C) and they all replied two days later asking "why". I wrote back telling them the rules that they have to list it on their site and they haven't bothered replying.

Withdrawal times vary between 92 hours and 103 hours recently which according to reviews on trustpilot is fine to their loyal players.

They would do as their terms all state a shocking standard 72 hours pending.

Almost as bad as most Playtake casinos with their 96-hour bullcrap.

 

[maxd]

The are UK licensed (god knows how!) which means they must offer an external independent ADR (Alternative Dispute Resolution) - find out who that is & submit your complaint to them. That is the only OFFICIAL way to make a complaint against them.

AFAIK that's the only way, official or otherwise. They won't listen or talk to anyone unless they are forced to which is the only reason the ADR route is an option here at all: UKGC licensing requires that they list an ADR in their Terms and cooperate with that ADR on player complaints. Full stop.

I'm actually surprised to hear they aren't listing an ADR, that's pretty ballsy even for them. If that's 100% true -- meaning they haven't just buried it somewhere -- then they could (should!) be reported to the UKGC for non-compliance.

 

[maxd]

Ok, brief update on this ADR thing. 888 does name their ADR but you really have to dig for it.

1st problem: they have no clear link to their T&Cs on the 888 site. The only way in as far as I can tell is via the (unlabeled) Help button in the top-right corner. Don't see it? That's because all it is is a "?" in a circle. You don't even get a pop-up label when you hover over the "?" button, at least not in my browser.

2nd problem: so you go to Help, nothing obvious on the page there so you type Terms into the search bar and you get a list of hits none of which is "Terms" or "Terms & Conditions"! If you try a few things you'll eventually discover that they're calling the T&Cs "User Agreement".

3rd problem: when you finally hit the T&Cs all you get is an index page, no details. In other words you pretty much have to know what you're looking for. You can't just search the page like you can at 99% of the rest of casinos. As it happens I knew that the UKGC requires a "Complaints" section in the Terms -- err, sorry, User Agreement. -- and that happens to be section 13.

Once you click on the link to section 13 you are asked if you are "UK" or "Other". Since the ADR thing is UK specific I clicked "UK" and finally you get a page detailing the Complaints procedure including the naming of their ADR, which happens to be eCOGRA.

If I were the UKGC I'd bitch-slap 888 for non-compliance in a heartbeat. The UKGC's LCCP -- basically the "operating principles" of the UKGC -- states time and time and time again that all of this stuff is supposed to be obvious and readily accessible to players. It took me several minutes of digging to find what I was looking for and I'm hardly your average Joe when it comes to casino sites.

But I guess it's hard to bitch-slap someone who is fortified behind bricks of gold. You can show them your dance moves though:

 

[Nicola]

Had an e-mail from 888 today (guess they read this thread and others) naming eCOGRA as their official ADR.

 

[Playford7]

So basically a casino that likes to play there hand on ripping people out of there hard earned money.
Saw certain streamers try promoting them with a immediate fail.
These online casinos are a law to there own, it's frankly shameful. No other business would legitimately be allowed to use the conduct the likes of 888 use.
Play at Betat, play videoslots, play casumo (yes I know spam issue) but they pay, trada are a great casino.
Why people use these frankly shit casino's are beyond me. If regulation was proper and decenct they should all have to adhere to the same rules, but they don't. And they never will until the powers that be grow a pair of chuck Norris balls and sort it out.

 

[quber]

Had an e-mail from 888 today (guess they read this thread and others) naming eCOGRA as their official ADR.

Probably to do with this, they must be getting a right bollocking.

You do not have permission to view link Log in or register now.

 

[Skinupladdy]

888casino isn't a responsible company, it's a liar, a vampire, a robber. I'm pretty tired and angry right now.

I deposited 4 times in 3 days. because this is my first time to gamble online, so first day $30, then 3nd day $20 and $20, the 3rd day $100, my nightmare is beginning. I played couple hours to get balance $293.5, then to bed.

my account is restricted when I log in again. okay then, I send an email to ask if I could cover some information for credit card security, they reply as below,
"Please ensure to send the documents in their entirety and with clear quality. This will eliminate the need to resend documents for review."
I still feel uncomfortable to send them all numbers and the CVV code, then google again, I found this on 888casino web " (ii) Credit/Debit Cards: A copy of the front and back of any credit/debit card(s) used to fund your account. Please ensure that all details are clearly legible to enable prompt and accurate verification. For security purposes, please block the middle eight numbers on the front of the card, and the 3 digit security code on the back of the card copy."

Do they really want to rob my money in future???!!!!!

okay then, they need me upload other 2 credit cards which failed to deposit after ID and 1st Credit card, alright I understand and did.

then, a new email let me send them " A copy of a recent utility bill or statement showing your name and address." fine, I download my cell phone bill to send them, and told me it's failed proof my address and don't accept the copy, they just need the copy of official document. and "it does not match the registration details" . WTF, what's the address I filled when I registed? why don't they pay your attention to match the address when you deposit, after you deposited 4 times later and win some money and need you to match the address.

As a newbie, do you really fill all true your personal information in a website special an online casino without any remind??

Okay then, I sent a void cheque yesterday, and get "Unfortunately, the voided cheque you provided failed our checks as the address differ. " WTF again!!!! that's you told me I could send you a void cheque in the previous email!!!!!

right now, they have my ID, my 3 credit card, my cell phone information and a void cheque!!! Unbelievable！！！

are there anyone who meet the similar situation before?

they did all these thing just for robbing my $295 balance in the account? this is a terrible experience and waste my lots of time to take pictures to upload to email with the robber!

pls pls pls , don't visit 888casino and cassava, any newbies please leave it alone, you'll find more better casino after you google.

Please help me get my money back,I don't know it work if I send them more documents. thank you so much.

I play 888 every week small deposits on a debit card .just a hint for the future. Verify yourself on new casinos before you play then if you hit your ready .I cashout regularly and even got two wildlines and cash out 2.3k for 9 euros .I find them good 5 days tops to get cashout. ALWAYS Verafaction 1st.I hope you got it sorted as they do give good bonusez

 

[Mouche12]

5 days tops... that sounds like it's a good thing, but it's a big nono for most players. Well, that is if you use e-wallets, debit/credit cards may take longer.

 

[samdog21]

Brother speaking from when I started you have to check casinos out before deposit money meister is the best at that.you would have seen 888 casino.shitpile is in the pit of shit section meaning at the bottom.

 

[ladyhawke]

I play 888 every week small deposits on a debit card .just a hint for the future. Verify yourself on new casinos before you play then if you hit your ready .I cashout regularly and even got two wildlines and cash out 2.3k for 9 euros .I find them good 5 days tops to get cashout. ALWAYS Verafaction 1st.I hope you got it sorted as they do give good bonusez

OP is over 3 years ago, so who knows what happened in his/her case.

However, 888casino still not recommended today though so if you are playing there, you need to be very careful.