Non-Bonus Complaint 888Casino - Will do anything not to pay winnings!

ReggieMac

Experienced Member
Joined
May 17, 2017
Location
UK
I know, 888Casino suck and and very rarely, if ever, engage with anyone to solve a problem but I will post my issue here anyway if for nothing else other than self-help therapy!

When I registered my account with 888 at the beginning of May I mistakenly created it using my nickname instead of actual name. After a few days and a few deposits I had some winnings and wished to withdraw them. I submitted verification data, confirming my age, address and credit card details used and this is when I realized my mistake with my profile name. Upon realizing my mistake I emailed 888 to ask them if this was a problem and did I need to provide any additional identification in order to resolve this. I heard nothing and my withdrawals were still pending. I rang customer service to ask about my pending withdrawals and to reiterate that I needed to resolve an issue with my profile name and was told to wait for the processing to complete. I was able to continue to make withdrawal reversals and additional deposits and played for a few days. Around the 8th or 9th May I found that I was no longer able to access the playing area when I logged in. I was greeted with a requ est to submit proof of age, which I duly did again. I then received numerous emails stating that my withdrawals had been reversed back into my payroll and that my account would remain closed and that they were refunding my deposits! They were refusing to pay me £2610 winnings and refunding me £340 deposits. This was simply because I had not put my name correctly for the user profile, which I told them about in the first place. I have exchanged numerous emails with the operations team with little success. They tell me my account is closed yet I can still login to it and see the £2610 in my bankroll. Every time I login I just get asked to provide verification data which I have done 3 or 4 times now.

In the latest email exchanges they told me that I had to create a new account and to notify them when I had done so. I was naively thinking this was to correct my user profile as I created a new account with exactly the same details but this time did not use my nickname and notified them about.

So now I have 2 accounts with 888 which in itself is a violation as you you cannot have more than 1 account, I know this, but it seems as though they wanted me to create this new account just so that they would now have the excuse that I have multiple accounts and wont pay me.

I understand that that intentionally provided false information when registering an account is a violation of the terms & conditions but that was not my intention and indeed it was me that highlighted the mistake hoping for it to be corrected. I know from reading numerous posts on casino forums that 888 have resolved an issue with a user profile mistake before so I do not understand their stance.

I can only assume their conduct is down to the fact that I won and I wonder if they would have refunded my deposits had I not won and informed them of my mistake with my profile name?

I would not recommend this Casino at all and will make sure I tell as many people as possible why!
 

ReggieMac

Experienced Member
Joined
May 17, 2017
Location
UK
Lessons learned.

I have noticed that 888Casino have an abysmal reputation and I consider it a lesson learned that I should have done my research BEFORE getting involved with them, but hey what ya gonna do? My very first experience with an online casino and it had to be with them, just my luck.

Now having signed up to a different casino (i wont mention their name here as it is hijacking my own thread) I have had quite the opposite experience and been dealt with in what I would consider the 'correct way' and have had a fantastic experience regards bonuses, deposits, winnings & withdrawals. I so wish I had never come across 888Casino however I am going to follow this through all channels available to me as a matter of principal and hope any bad publicity, however small, will stick to them and maybe one day encourage them to climb of their own cesspit.
 

TheAddict

Ueber Meister
Joined
Jan 9, 2013
Location
Kent
Not sure if anythings changed but upmuntil 6 years ago when i stopped playing poker there, i had 6 accounts all under the same details. Always got paid but eventually left the site due to casino habits taking over and disastrous sessions throughout.
I simply changed for a new account once per yer, but always under the same details, to avoid the regulars on poker tables knowing me on the tables and taking to many notes on me as i basically lived there for over 5 years daily.
Stupidly 6 months ago i asked to re open my account when thinkin of gettin back into poker. I couldnt rememeber which one i last used (would never go between accounts always just used the latest one under a new nickname, the nickname being the only difference) . When asking for a password retrieval i got a list of said 6 accounts, 3 of which being under the status of NA and the newer ones showing as idle.
I emailed to ask to open the most recent account and got told i was self excluded (never asked for that) when i closed my account(s).. but were willing to reopen it if i made a phone call to beg for it to be repened with my sexy voice instead.
I then slapped myself out of a moment of madness, and never contacted them again.
 
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