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888 Casino - Delayed verification and payment

Ozemin United Kingdom Message
Posted on December 6, 2018

I recently opened an account with 888 and on Saturday won £3020 which I then withdrew, on Sunday I received an email asking for my passport for verification, I sent this to the operations team expecting a fast response, however on Monday my account was restricted for verification so again I uploaded the passport onto there, on Tuesday I received an email confirming my withdrawal of £60! I contacted the casino asking why it was only £60 when it should be £3020 and was told i need to wait for my account to be verified. They say it takes up to 72 hours for documents to be verified it has now been 4 days and I’ve received no response, my account is still restricted and they are still holding on to my money. I’ve never experienced this much hassle to withdraw or verify my account with any casino and am deeply concerned in regards to my winnings as I feel they are purposely delaying the process.

Posted on December 6, 2018

Hello OZEM,

Thank you for bringing this to our attention.

Please allow me to explain that the Account Verification process is one that all our players will go through at some point during their membership with us. Once the documents are provided, the Operations Department conducts the reviews and provide an update within 72 hours. If there is a Pending withdrawal, funds are released within 24 business hours after the account is verified.

Review of your account showed that:
1. Documents were requested on December 2.
2. Account was verified on December 5.
3. Remaining withdrawal amount was released today, December 6. You will have it within five business days.

Congratulations on your winnings!

We remain available if you have any further questions or concerns. Thank you for your time and your membership.

888 Team

Posted on December 6, 2018

Dear @Ozemin,

Please confirm if the issue has been resolved. Keep in mind that in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.

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