888 Casino DK - Die Rücknahme des Spielers hat sich verzögert.

Hello,

I won on 24/6/26, an amount of 363kr. I have submitted all the documents, but they are still holding my payout. When I contact their live chat, I always get a response like, "we are waiting for a response from the department" or "I will mark it as URGENT, contact us again in 72 hours if you have not heard anything more".... Then, when you have not heard anything after 72 hours, and contact them again, I get the same response or am told to wait. And so it goes on in a loop. I have been told several times that I would get a response by email, but have not received an email from them since 15/7/26... And now it has been forwarded to another department, but when I asked when I would get a response from that department, I was told by the live chat employee that he could not give me a time frame... The very annoying, even though it is such a "small" amount, it cannot be right, I have to wait over a month for my payout, which I can read I am far from the only one who does. At another time, it was their fault that they had not verified my bank statement, they said, and if I had not heard anything by Monday (I wrote to them on a Saturday) I should contact them again. Then their chat was closed Monday and Tuesday, and on Wednesday I was told I had to wait, on Thursday I will then be told about the time frame and the other department...

Hej,

Jeg vandt den 24/6/26, et beløb på 363kr. Jeg har indsendt alle dokumenter, men de holder stadig på min udbetaling. Når jeg kontakter deres livechat, får jeg altid et svar i stil med, "vi venter på svar fra afdelingen" eller "jeg sætter den som HASTER kontakt os igen om 72 timer, hvis du ikke har hørt mere".... Når man så, intet har hørt efter 72 timer, og kontakter dem igen, får jeg samme svar eller at vide at jeg skal vente. Og sådan kører det i loop. Har flere gange fået at vide jeg ville få svar på mail, men har ikke fået en mail fra dem siden den 15/7/26... Og nu er den blevet sendt videre til en anden afdeling, men da jeg spurgte, hvornår jeg ville få svar fra den afdeling, fik jeg at vide af livechatten's medarbejder, at han ikke kunne give mig et tidsrum... Det meget irreterende, selvom det sådan et "lille" beløb, kan det ikke passe, jeg skal vente over en måned på min udbetaling, som jeg kan læse jeg langt fra er den eneste som gør. På et andet tidspunkt, var det deres fejl, de ikke havde fået verifericeret mit bankudtog, sagde de, og hvis jeg intet havde hørt om mandagen (skrev med dem en lørdag) så skulle jeg kontakte dem igen. Så var deres chat lukket mandag og tirsdag, og onsdag fik jeg at vide jeg skulle vente, torsdag får jeg så det at vide med tidsrummet og den anden afdeling...

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Hello,

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

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

• Is your player's account accessible? Can you log in?
• Did you achieve your current balance with the help of a bonus?
• Could you please specify which documents the casino requested from you? Which of the documents were approved and which weren't?
• Have you used a payment method that is in your name exclusively to deposit in the casino?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello,

Thanks for the answer.

Yes, my account is open and accessible, I can easily log in to it. I obtained the balance/winnings with a bonus, yes.

When I found out that you had to verify your account, I first uploaded one of the documents in the picture. A little while later I received the email with the bank statement. And finally the email on July 27. I initially struggled with the statement and first sent a couple without all the details, which when I wrote to them myself to follow up, when I hadn't received a response, found had been rejected without any information for me. I then sent the right one and was confirmed that it looked okay. So all the documents are correct.

I have not deposited any money at the casino, but have logged in with nemid and all card/account information is my own, which is why I am also surprised that at some point I received the email with "The name on the documents does not match the information provided during registration"

Regards Silas

Hej,

Tak for svar.

Ja min konto er åben og tilgængelig, kan sagtens logge ind på den. Jeg opnåede saldoen/gevinsten med en bonus ja.

Da jeg fandt ud af, at man skulle verificere sin konto, uploade jeg først en af de dokumenterer der står, på billedet. Lidt tid efter fik jeg så mailen, med kontoudtoget. Og til sidst mailen den 27 juli. Jeg bøvlede i starten med udtoget og sendte først et par uden alle detaljer, som da jeg selv skrev til dem, for at følge op, da jeg ikke havde fået svar, fandt var blevet afvist uden info til mig. Jeg fik så sendt det rigtige og blev bekræftet i det så okay ud. Så alle dokumenter er rigtige.

Jeg har ikke indbetalt nogle penge på casinoet, men er logget ind med nemid og alle kort/konto oplysninger er mine egne, og derfor undrer det mig også at jeg på et tidspunkt fik mailen med "Navnet på dokumenterne matcher ikke de oplysninger, der blev angivet ved registreringen"

Mvh Silas

Thanks for your reply

• Have you checked the information found in your player's profile? Is the information accurate and consistent with the provided documents?
• Were there any recent changes in your personal information, such as a change of address or similar events?
• Which documents supposedly didn't match your profile information?

Please let me know.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear silasfr,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Tomas