Complaint #1440 888 Casino

Delayed payment for almost 2 months on a fully verified account

By Arsen K.

4 months ago

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.

Disputed Casino 888 Casino

Reason Delayed payment

Amount $7000

Discussion

AskGamblers

• Support Team

4 months 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.

888 Casino Complaint Stats

Resolved 335 / 403

Avg. Amount $8,666

Avg. Complaint Duration 8 days

Avg. Response Time 2 days

888 Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 244 out of 300 complaints in this category have been resolved.

This operator's average complaint duration is 8 days, while the average duration across all operators is 8 days.

888 Casino Complaints

See all complaints for this casino

Payment Not Processed

Hi, I submitted my payment request on September 7. They said they couldn't pay to my card and asked me to upload my bank details and ID which I submitted.

I received an email thanking me for uploading them, when I logged in today September 16 I see my payment hasn't even been processed although they say it takes 3 working days. I have not received any further requests for i formation since I uploaded them. I haven't done anything wrong. I have never had this problem with any online casino before. So disappointing.

Unresolved

$1,130

No response on verification of documents after submitting

I was asked to submit verification documents which I did.

I asked for numerous updates with no response and that someone would get back to me. I’m over a month now with no one reaching out to say if my documents are approved and I still have not had the money sent to me ($6k)

You can a number of interactions below of me trying to escalate and asking to speak with a supervisor and daily I am given the runaround

Unresolved

$6,000

Endless documents uploaded since August 5th

Complaint #3366410

On august 5th after withdrawing $350 hours earlier I deposited some back on via E transfer. As this is the only way I ever fund my account.

After a run of good luck, I decided to cash out 10k of my winnings. I found it unusual that I did not receive my money within 30mins to 12 hours like every other time in the past.

After a few days of inquiring I was asked to provide a card that was so old and outdated that it no longer exists, then asked to provide bank statements for and account that is no longer open. I was then blocked from my account because I mentioned I wanted to pay some extra bills with the money.

After having my account restored, I reversed the 10k withdrawal like an idiot and lost almost half of it. Mangaed to turn revers withdrawal off, and request the remaining balance in a few withdrawals. Since then I have spent every day trying to get my money.

I have uploaded countless copies of any and all possible documents that can be useful, in many formats including all PDF's. My last upload being my bank wire instructions zoomed in, and highlighted arrows pointing to each of there listed information requirements. That was 5 or more days ago. Only silence since.

Any time I inquire I get the say copy and paste response check your email, it has been escalated to "whatever team" for Manuel review. You will hear back in 72. Hours. Or contact live chat. When I do that I get the same run around and 72hour timeline. Over and over again, I am embarrassed as I told people how awesome 888 was. I'll never say that again.

I just want my money and to be done with 888. I have never had this kind of issue with any other online casino. Don't play on 888

Resolved

$5,800

Blocked Withdrawals and Repeated Account Verification

Hello,

I would like to file a formal complaint regarding my withdrawals and the repeated verification requests on my 888 Casino account.

It has now been about one month since I started trying to withdraw my money. I have made several withdrawal requests, including $1,000, $1,800, $1,200, and eventually a $4,000 withdrawal.

Since the beginning, I have repeatedly been asked to verify my identity. I have provided all the requested documents multiple times, including my three most recent bank statements from National Bank of Canada in Montreal, my Quebec driver’s licence, and proof of address through a Hydro-Québec bill.

I have spoken with many different agents, probably between 15 and 20. Every time, I receive the exact same response: “Please send your three most recent bank statements and your ID.” I explain every time that I have already submitted these documents several times, but nobody seems able to give me a clear answer or permanently resolve the issue.

What is even more confusing is that three days ago, I received an email confirming that my verification had been successfully completed and that everything was in order.

However, the very next day, I received another message asking me to verify my identity again.

How is it possible for you to confirm that my account has been successfully verified and then ask me to complete the exact same verification again the next day?

Today, August 31, 2026, I am still in the same situation and have received no clear solution. This situation is causing me a great deal of stress and has become extremely frustrating.

I have fully cooperated with your team and provided every document requested. I am now asking for a supervisor or manager to personally review my case, because I do not want to keep receiving automated responses or repeating the same process with a different agent every day.

I simply want a clear answer: What is actually blocking my withdrawals, and when will I receive my money?

Please take this complaint seriously and provide me with a clear and concrete response.

Unresolved

$8,000

Withdrawal blocked requested verification for cards I never used

I explained this clearly to the support team via live chat and email, multiple times, and offered full alternative verification: my CNP (Romanian personal ID number), a bank statement covering the relevant deposit period, and my ID card, which was already verified. Support repeatedly refused any alternative and insisted I must submit documents for the two cards I do not recognize, without further explanation or investigation on their end.

I have received only generic, templated responses that do not address the specifics of my case. My withdrawal remains blocked as a result, despite my full cooperation and willingness to provide any reasonable proof of the legitimacy of my funds.

I am asking 888 Casino to investigate this internally, confirm the actual payment method used for these disputed deposits, and process my withdrawal using the verification I have already offered (ID, CNP, bank statement matching card 3539).

Resolved

RON303

Verification taking forever to verify and cannot be contacted by mail or chat

Hi there,

I am writing to formally address the ongoing and unacceptable delay in verifying my 888 account.

Despite having uploaded all the correct documentation, my account remains unverified, and I am trapped in a frustrating verification loop. To make matters worse, the support channels are completely inaccessible:

1. Email Support Failure: When attempting to email your support team directly, my messages keep bouncing back as undeliverable.

2. Communication Breakdown: I have no way to reach out via live chat or email to resolve this issue.

3. The Document Loop: I have email evidence showing a completely disorganized process where your team approves certain documents, rejects another, and then repeatedly asks for re-approval of documents that were already successfully submitted and accepted earlier.

Furthermore, I am now unable to upload any additional documents because the platform interface locks me out of doing so, leaving me with zero actionable options on my end.

I have read numerous reports from other users on public forums stating that verification with 888sport has taken them months to resolve.

Can you help get my account verified and facilitate this process?

Happy to provide any the relevant confirmation and emails to this message.

Sincerely,

Unresolved

€3,500

Locked out of account with no withdrawal

I made several withdrawals on 888 casino in the amount of 1256 on August 1st. I usually received my withdrawals in the same day. I spoke to several agents regarding this matter I was told they needed my bank statement even though I provided it previously so I provided it again. I was told by an agent on live chat my withdrawal would be handled promptly once I sent this document. So I asked another agent again how long it would take but was never given a clear answer. Now I can't log onto my account.

Resolved

€1,256

Unexplained Rejection of Verification Documents and Delayed Withdrawal Processing

I am submitting this complaint regarding the handling of my withdrawal requests and account verification by 888casino.

I submitted two withdrawal requests (Withdrawal Request IDs: 968252944068 and 968242041784). As part of the verification process, I was asked to provide proof of my bank account, and I promptly submitted my bank statement.

My bank statement was later rejected, but I was not provided with any explanation for the rejection or informed of what was wrong with the document. To determine the issue, I contacted my bank. The bank confirmed that my full legal surname cannot be displayed on bank statements because of a system character limit. They issued an official letter confirming that the account belongs to me, stating my full legal name, and explaining why the bank statement displays a shortened version of my surname.

I resubmitted my bank statement together with the official bank letter explaining the name limitation in an effort to satisfy the verification requirements.

Throughout this process, I repeatedly contacted 888casino through the live chat to request updates and ask for clarification. However, I consistently received the same standard response without any explanation addressing my specific situation:

"Your conversation has now been transferred to our Security Team.

They're already reviewing your account and the information you've provided. We'll complete the review within 24 hours and will contact you if we need anything further.

There's nothing you need to do at this stage. We'll be in touch as soon as the review is complete.

Thank you for your patience while we complete this process."

Despite being told the review would be completed within 24 hours, I did not receive any meaningful update or explanation. My requests for clarification regarding the rejected document were not answered, and I was not informed of any additional information required to complete the verification process. My support reference ID is 844020803.

My concern is not only the delay in processing my withdrawals, but also the lack of transparency and communication throughout the verification process. My documents were rejected without explanation, and despite my repeated attempts to resolve the issue and provide additional supporting documentation, I have been unable to obtain a clear response.

I respectfully request that this matter be investigated, that my verification documents be reviewed fairly, and that my pending withdrawal requests be processed as soon as possible.

Unresolved

No explanation why casino 888 is not paied me

8 days waiting for 403 $. I just want to know when I will get my money and they blocked me… Never write me back for more information its stress of me out. I have a house to pay and they can't even tell me what the problem I just want information to get my money back! Please! Every day I am looking and Nothing is changing always (Processing). It's stressful for no reason; it's ruining my vacation, and then they temporarily blocked my account for no reason! I'd like them to tell me what to do to get my money back; it doesn't seem complicated.

Unresolved

$403

888 Canada Withdrawals Pending Since July 8 Despite Completed Verification

I am submitting this complaint regarding withdrawals totalling CAD $1824 from my 888 Canada account, which have remained pending since July 8, 2026.

Following my withdrawal request, 888 asked me to provide identity verification and Source of Wealth documentation. I provided all requested documents promptly. My documents were subsequently acknowledged as received, and I was informed that the matter had been passed to the Compliance team.

Since then, I have repeatedly contacted 888 through email and live chat. I have been told several times that my case was escalated, that I would receive an update, and that I would receive a phone call. None of those promised follow-ups occurred.

As of July 16, 2026, I have not been informed that any additional documentation is required from me. My withdrawals remain pending, and I have received no meaningful explanation or timeframe for completion.

I understand that compliance checks may be necessary, and I have cooperated fully throughout the process. My complaint is not about 888 conducting appropriate verification. It is about the prolonged delay, the lack of a meaningful status update, and repeated commitments to contact me that were not honoured.

My 888 case reference is 2997992. My live chat reference is Rec0BH46B0QQL

I am requesting that 888 complete the review without further unnecessary delay and release my withdrawals. If there is a genuine outstanding issue, I ask that 888 clearly identify it and provide a reasonable timeframe for resolution.

I can provide supporting emails, chat records, document-receipt confirmations, and screenshots showing the pending withdrawals.

Unresolved

$1,824