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888 Casino stole my winnings

Complaint Info
Disputed casino 888 Casino
Reason Verification issues
Posted on May 16, 2014


I signed up to 888 Casino and received their £88 freeplay. (£22 on 4 slots with a maximum of £5 winnings allowed.)

After using this freeplay I had £20 real money to play at 888.

I headed to the slots and had some good luck (Actually alot of good luck).

I turned the £20 into £610 and decided to quit.

The next day I uploaded my Birth Certificate and a letter of address to verify my account and to have any restrictions on my account lifted, and explained that I had NO photographic ID of any kind and hoped that the documents I uploaded would suffice.

I received an email 2 days later informing me that my account was now unrestricted.

So, I deposited £20 into my account and immediately withdrew £600 and played the rest empty.

I then receive an email saying my account was restricted and to upload documents to have them lifted (which I did, AGAIN).

Again they send me an email saying "Your account limits have now been lifted and any withdrawals pending will now be processed".

A few hours later I received an Email saying my account was BLOCKED - "I am contacting you in regards to your 888casino account with username "BarcaKid13".

As this account is related to other accounts that have been closed across our network, we have temporarily suspended your membership.

In order to have these restrictions lifted we request that you supply the below described documentation;

- A notarized copy of your photo ID passport, identification card or your driver license

- A notarized copy of a utility bill or bank statement, showing your name address as registered to your account.

NOTE - Notarized is considered a certified document which is dated, signed and stamped by a Public Notary. "

I don't understand this BS. I don't have any other accounts with 888 or any other Cassava owned casino.

Around 5 hours later I receive a £20 payment into my Paypal account from cassava enterprises

So, anyway, They told me my account was blocked, but I am still able to log into their site, only the £600 I won fair and square is GONE.

So really my account isn't blocked, they just decided they'd give me back my deposit and take back the money I won fairly.

How is this in anyway legal?

Is there anything I could do?

I'd really like to see Cassava owned Casinos pulled from the internet completely if this is the sort of shady business they run when people win money from them legitimately.



Posted on July 30, 2013

We have checked this issue with the operations department, who have provided the member via email directly with the resolution to the case.


Posted on July 30, 2013

Dear Justin,

I am Danielle T. from the Operations Department at Cassava Enterprises (Gibraltar) Ltd., Cassava Enterprises manage operational services for 888casino. I am contacting you with regards to your account with username "BarcaKid13".

Thank you for submitting the copy of your documents via email. Please be advised, this have been reviewed in accordance of our Security Checks.

To complete this verification process, I kindly ask that you send us the following documents:

- notarized copy of your recent utility bill showing clearly your full name and address (not older than four months)

- notarized copy of your passport, identification card or your driver license

NOTE - Notarized is considered a certified document which is dated, signed and stamped by a Public Notary.

We recommend you take a photo with a digital camera, and send each document as separate JPG attachments by e-mail.

A digital camera or scanner usually creates the most legible copy of these documents, allowing us to verify your details with no further delays.

These documents can be sent to us by you uploading them through the cashier on our site. To do this please log on and then access the cashier through the lobby and select the "Tools" option. You will then be guided through a simple process to upload the requested documentation.

Alternatively, documents can be sent by MMS if you have a mobile phone with a camera. The pictures can be sent to +44 786 003 2111. Please note that this is a UK number, and any MMS messages sent to this number will incur a cost as per your network provider.

Please make sure that the copies are legible. These precautionary measures are implemented to protect the financial security of our members.

We would like to process your funds in full, and will appreciate your cooperation in confirming your identity.

Thank you for your patience. We look forward to hearing from you.


Danielle T.

Operations Department

Cassava (Gibraltar) Ltd.

This was the reply I received.

However there still remains a few issues.

1. I am unsure where to get my documents Notarized.

2. I have NO photographic ID, only a Birth Certificate. 888 need to confirm if this will suffice if I get it notarized as well.

AND the big one

3. 888 have confiscated ALL of the £600 that was in my account so what is the purpose of even bothering getting my documents notarized?

They took my winnings out of my account, so how will it make any difference to go out of my way to get these documents notarized, when there is nothing in my account to withdraw anymore?



Posted on August 7, 2013

Unfortunately we cannot discuss the specific details of your account in this open forum,

Can you please address the same queries in reply to the emails you received from the operations department, to resolve the case?


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