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Complaint Info

Disputed casino

888 Casino
Posted on May 16, 2014

Having recently won £2000 I was quite keen to withdraw my winnings.

However was asked to upload various id documents which wasnt a bother.

However as I used a nickname on my registration the operations department see to be having a problem in dealing with this. Despite all my documentation showing my real name and address and date of birth which is also registered on their site

Meaning that my winnings have been stuck now for a few days and it doesnt appear as if theyre going to be paid before of this.

Not quite sure what to do really, as £2000 is hardly a small win, not in my eyes anyway.

I even sent them front and back of the visa card i had used to make the payments to play.

Anyone got any suggestions on how I should go about dealing with them regarding this

Posted on August 29, 2013

We have reviewed your account.

It appears that you registered with a false name, a complete mismatch to your actual name, and is this is the cause for the document requests you have experienced.

It is clearly stated in our terms and conditions that you should register in your actual name.

We cannot pay your winnings to you with the account being registered to the false name that you have used.

To resolve this, you need to update your name on the account.

Please reply to the email sent to you yesterday, and advise that you used a nickname, confirm that your real name is as per your documents, and we will make the necessary changes to expedite your payment.


Posted on August 29, 2013

Hi thanks for the reply.

I have emailed up to six times stating that I used a nickname rather than my real name as mistake I didnt realise it would cause a problem as I deposited using my real name.

I have sent the relevant identification documents ie driving licence, visa card that I use to make deposits as well as a utility bill all showing my real name, address and date of birth.

Please can you update my account with that accordingly.

Thank you

Posted on August 29, 2013

Thansk for your reply.

Tthe account will be reviewed today, and you will receive a response shortly to confirm that.

We will change the name and will let you know once its done.

Posted on August 29, 2013

Ok thanks for the quick reply.

The name on my account has changed now accordingly.

I spoke to your support at 888 casino and they stated that regardless of the fact I requested withdrawal on monday it will take another three days to process and then come payable. This seems a little unfair since it is instant to make a deposit but now they are claiming six days for it just to sit in my account before I can withdraw.

Can you shed any light on this? I was under the assumption that it takes three days to process and it has been three days as I requested withdrawal at exactly 3pm on the Monday.

Many thanks

Posted on September 1, 2013

we will process his cashout - it will be sent to the method you requested, and then it is a question of how long the bank take to process this (usually not more than 72 hours).

Any further queries, please can you direct them to Support, as we see the case now as resolved.


Posted on June 6, 2022

Dear all,

Kindly be notified that this complaint is being reopened following the declared willingness on behalf of 888 Casino management to do everything within their power to resolve their outstanding AGCCS cases. The AskGamblers Complaint Team will gladly assist by giving any of these old cases an additional chance for a successful resolution.

Posted on June 6, 2022

As the member states that they used a nickname and to process the withdrawal, verification was needed.

The documents have been verified and the  Withdrawal was paid on 29.08. It was then approved within our timeframe, so we would consider this case resolved.

Please let us know if any other information is required.

Posted on June 6, 2022

Dear @hairybeary,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.