Complaint #1433 888 Casino

Account Closed and Funds Withheld Refused Intrusive Banking Video 888ro

By LacaEE21

1 month ago

Hello,

My name is < full name removed > and I am submitting a complaint regarding 888.ro, which closed my account and withheld my funds.

I fully cooperated with the verification process and provided all requested documents multiple times, including:

ID (front and back)

Selfie with ID

Utility bill

Bank statement (3 months)

Card photos (front and back)

Card confirmation

The only request I refused was to record a video from my personal banking application.

I consider this request:

highly intrusive

unrelated to standard identity verification

potentially impossible due to banking security restrictions

Despite fully cooperating with all other verification steps, my account was closed and my funds were not paid.

I believe this is unfair because:

I acted in good faith

I provided sufficient documentation to verify my identity

The refusal of an excessive request should not justify confiscation of funds

I request:

Investigation of this case

Clarification on whether such requests are acceptable

Assistance in recovering my funds

I can provide all supporting evidence.

Kind regards,

< full name removed >

Disputed Casino 888 Casino

Reason Declined payment

Amount RON2425

Discussion

AskGamblers

• Support Team

1 month ago

Dear 888 Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

LacaEE21

1 month ago

Dear AskGamblers Team,

The total amount of the disputed withdrawal is 2425 ron. This is the amount that the casino is currently withholding and refusing to process.

Thank you for your help.

AskGamblers

• Support Team

1 month ago

Dear @LacaEE21,

The AskGamblers Complaint Team kindly asks you to clarify the total amount of the disputed payment/s.

Please keep in mind that, as per the AGCCS Guidelines, providing updates in a timely manner is a must.

Thanks for cooperating with the AskGamblers Complaint Team.

888 Casino Complaint Stats

Resolved 332 / 391

Avg. Amount $8,826

Avg. Complaint Duration 8 days

Avg. Response Time 2 days

888 Casino Complaints

See all complaints for this casino

Awaiting for the payment

Hello.

I recently won 17 thousand on slots (no bonus). It was cash playing. I tried with draw it all via etransfer and it was held awaiting process for over 2 weeks. The one agent i spoke with told me to reverse it and break it down into smaller chunks and see if that helps and still nothing. 4 agents have confirmed that my account is fully verified. Am I at a loss?

75h left

$17,000

Delayed withdrawals over 11 days

I made withdrawal requests on May 28th for 10,000 and 19,000. Withdrawal IDs 951695604679 and 952089311588. They are still awaiting process. My account was already fully verified and they paid me out a previous amount a few weeks ago after a long delay. After a few attempts to contact support an agent told me to upload a pic of a debit card which I did within the chat . They card was not asked for when paying my previous withdrawal. I was to receive an email from payments or support stating that it was verified but did not receive one but an agent told me that everything was fine and I should be getting an email regarding my withdrawals . I have not received any communication from 888 despite daily contact by me to their support.

Resolved

$29,000

Withdrawal delayed and Declined

I am filing this complaint due to serious and unacceptable issues with 888 Casino regarding my withdrawal.

I have been attempting to withdraw my funds for nearly a month. During this time, I fully complied with every verification request made by the casino. I submitted extensive documentation, including my passport, driver’s license, utility bill, bank statement, credit card statement, and Apple ID verification. I also received confirmation that my account was successfully verified.
Despite all of this, on May 26, 2026, my withdrawal request was suddenly declined without any explanation whatsoever. This raises serious concerns about the fairness and transparency of 888 Casino’s practices.
There is absolutely no justification for declining a withdrawal after full verification has been completed, especially after such a long delay. This behavior appears to be either deliberate stalling or a failure to process legitimate withdrawals properly.
I am requesting:

A clear and detailed explanation for the withdrawal decline
Immediate processing of my withdrawal
Confirmation that no further unnecessary delays or obstacles will be imposed

If this issue is not resolved promptly, I am prepared to escalate it further to regulatory authorities and additional dispute resolution platforms.
At this point, I simply want my funds released without any further delay.

Unresolved

$29,703

Delayed payment for almost 2 months on a fully verified account

I am filing this complaint regarding the extremely unreasonable and unacceptable handling of my 7,000 CAD withdrawal by 888casino Ontario.

My account had already been fully verified before this withdrawal request was ever made. Despite that, for nearly two months I have been trapped in an endless cycle of repeated document requests, delays, and meaningless template responses while my funds continue to be withheld.

During this entire process:

I contacted support more than 30 times through email and live chat

I repeatedly submitted every document and every piece of information requested

I complied multiple times with additional CCS2800 verification requests

I received almost nothing except scripted copy-paste apologies for the delay

My direct questions were consistently ignored

No one explained why the withdrawal was being delayed

No realistic timeframe was ever provided

Support continuously avoided addressing the actual issues raised and instead recycled generic responses

The most frustrating part is that the same documents and information have effectively been requested again and again despite my account already being verified and despite my full cooperation throughout the entire process.

After nearly two months, there is still no resolution, no accountability, and no meaningful communication from 888casino.

At this stage, this no longer resembles a normal verification process. It appears to be an unnecessarily prolonged and obstructive delay process where a verified customer is repeatedly forced to resubmit information while being given no transparency whatsoever.

Most recently, after once again submitting all the requested documents, I heard absolutely nothing back for over a week.

It should not require more than 30 contacts, repeated document submissions, and nearly two months of chasing support simply to receive a withdrawal from an already verified account.

I am requesting immediate release and processing of my 7,000 CAD withdrawal, written confirmation that all verification requirements have finally been satisfied, a proper explanation for the repeated delays and repetitive document requests, and an end to the continuous scripted responses and unnecessary obstruction of this withdrawal

I have preserved all emails, screenshots, live chat transcripts, and proof of every document submission made throughout this process and am fully prepared to continue escalating this matter through all available regulatory, mediation, and consumer protection channels if this situation is not resolved immediately.

Unresolved

$7,000

Delayed withdrawal funds withheld for over 2 months

I am filing this complaint regarding an unresolved withdrawal of $8205 from my 888casino account, which has been pending for more than two months without any explanation or resolution.
Timeline of events:

I submitted a withdrawal request to my Neteller account approximately 2–3 months ago.
I completed all KYC/identity verification procedures in full, providing every document requested by the casino.
My verification status was confirmed as approved.
Despite full compliance with all requirements, my withdrawal has not been processed.
I contacted 888casino customer support multiple times via email and live chat. My messages were either ignored or received only generic automated responses with no meaningful follow-up.
On 30.04.2026, I sent a formal written complaint demanding payment within 48 hours, citing intent to escalate to the Gibraltar Gambling Commissioner and the UK Gambling Commission. No response was received within 7 days.

Current status:
The withdrawal remains pending. I have received no explanation, no estimated payment date, and no meaningful communication from 888casino.
What I am requesting:
Immediate release of my funds ($8205) to my Neteller account, which was the original and explicitly stated withdrawal method.
I have made every reasonable effort to resolve this matter directly with the casino before escalating to AskGamblers. The casino's prolonged silence and inaction leave me no alternative.
I am happy to provide any additional documentation upon request.

Unresolved

$8,205

Withdrawal request still awaiting process after 18 days

Hi my support ID is 840559228. On April 25th 2026 I won 59,000 Canadian dollars on slots at 888 Casino. I requested a withdrawal, ID 941862948229 of 30,000 which was the maximum monthly withdrawal. I initially requested in to be E-Transferred but was unable to do that so I reversed the withdrawal and then redid it requesting a wire transfer . I uploaded my British Columbia , Canada drivers license and the required wire transfer information for my bank account. I was asked for a bank statement which I uploaded. The statement was for the same account I used to e-transfer the funds I used to gamble on the 888 Casino site and the name and address of the account match my drivers license. This is also the account I have requested the funds be wired to. I talked to a live agent after several days to enquire why my withdrawal was still awaiting process. He asked me to again upload my bank statement and ID which I did. On 888 casino the documents I uploaded are showing as awaiting verification since May 1st 2026 and I have not received any emails from 888 Casino giving me any updates on the withdrawal request or on the verification of my documents and ID. I have talked to 4 live agents on the support chat and have been told I dint need to upload any more documents and that they have escalated the matter to the payments department and that they will process the withdrawal as soon as possible. The fact that the documents are still not verified makes me believe that no progress has been made in my withdrawal request. If any other documents are required I will provide them immediately . I have turned off my ability to reverse the withdrawal in my 888 Casino account. This delay is way beyond the stated timeframes on the 888 Casino site.

Resolved

$30,000

Unfair Verification and Blocked Withdrawal 888ro

Hello,

I am submitting a complaint regarding unfair verification practices applied by 888.ro, which are preventing me from accessing my funds.

I have fully complied with all verification requirements and submitted:

ID (front and back)

Selfie with ID

Bank statement (official PDF downloaded from ING Bank)

Proof of address

Despite this, my bank statement was rejected without a clear explanation.

I was then asked to provide a video recording of my phone screen while accessing the banking app, which is technically impossible because the ING Bank application blocks screen recording for security reasons.

Additionally, I was contacted by phone and asked to provide very specific details about my betting history (exact dates, hours, and amounts), without being allowed to check my account. This is an unreasonable and abusive request.

I believe I have acted in good faith and provided all valid documents, yet the operator continues to delay or block the process without justification.

I request:

A fair and reasonable verification process

Acceptance of official documents

Access to my funds without further delay

I am ready to provide all supporting evidence (emails, screenshots, documents).

Kind regards,

< full name removed >

Unresolved

RON4,296

I am filing this formal complaint against 888ro regarding the permanent closure of my account and the unfair confiscation of my balance

I have been a verified user and I played both sports betting and casino games. After requesting a withdrawal, the casino asked for a screen recording of my Revolut app to verify the source of funds and account ownership.

The Deadlock:
My Revolut account was permanently closed by the bank prior to this request. This makes it technically and legally impossible for me to log into the app or provide the requested video.

Lack of Cooperation & Support:
I have contacted 888.ro support by phone multiple times to explain this situation. I was transparent and I provided them with the official closure document from Revolut, which is a legal proof of my account status and ownership.

Instead of finding a solution or accepting the official bank document, shortly after our phone conversations, the casino decided to permanently block and close my account, seizing all my funds. They cited a generic breach of Terms and Conditions without considering that their specific verification demand (video of a closed app) cannot be met due to circumstances outside my control.

My Position:
888.ro is using a technical impossibility as an excuse to avoid paying my winnings. An official bank document should be more than enough to verify the account status. I am asking AskGamblers to mediate this case so I can recover my legitimate funds.

Unresolved