Account under investigation since November 2021 withdrawal not paid

I am submitting this complaint regarding a delayed withdrawal from my 888 Casino account.

On June 5, 2026 at 3:43 PM, I requested a withdrawal of C$1,007.64. The withdrawal confirmation ID is 954432916095. My support ID is 847520578.

As of June 23, 2026 at approximately 9:10 PM Pacific Time, the withdrawal was still pending and had not been paid. The withdrawal has now been pending for approximately 18 days.

I have contacted 888 Casino support multiple times to ask what is preventing the withdrawal and what, if anything, remains outstanding. I have submitted the requested verification and banking documents, including my driver’s licence, proof of address/utility bill, bank statement, card documentation, wire transfer instructions, and later a void cheque when support requested it.

On June 9, I contacted support to confirm whether my documents had been received and whether anything was missing. I explained that I had submitted my driver’s licence, utility bill, bank statement, copy of my card, and wire transfer instructions, all connected to the same account I used to deposit funds. The agent told me the documents had been received, that they would verify them right away, and that I should expect an email that day. I did not receive that email.

On June 15, after the withdrawal had been pending for 10 days, I contacted support again and asked for a substantive update. I was told there was a date-of-birth discrepancy. I verified my personal details, and the agent confirmed that the date of birth had been corrected. I was also asked to provide a void cheque for the withdrawal query, which I did. I then verified my email and cell phone as requested.

On June 22, I contacted support again. I first received a response asking me to allow up to 24 hours for review of my account, and the chat was then closed. I then opened another chat and specifically asked for confirmation of my verification status, whether any documents or banking details were still outstanding, whether my Canadian banking information had been accepted, the reason the withdrawal had not been released, the expected release date, and an escalation or reference number.

I was connected with Patrick, who said he would escalate the case to the transaction team and inform them about my withdrawal status. I explained that I keep being told I will receive an email update, but nothing happens. Patrick then said the case had been forwarded and prioritized, but I still did not receive a clear verification decision, payment confirmation, request for further documents, or explanation for the continued delay.

There may also be a Canada-specific banking issue. I am a Canadian player using a Canadian bank account. Canadian banks generally do not use IBAN numbers. In the IBAN field, I entered my Canadian bank account number, which is the standard account identifier used in Canada, along with the other Canadian banking details available to me. The bank account information I provided is connected to the same Visa Debit card/account that I used to fund activity on 888 Casino.

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.

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 >

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 >