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888 Casino - Verification & Payment Issues

RESOLVED
Posted on 19 September 2018

Hi I deposited £1000 on Sept 9th 2018 with 888Casino online. I used my debit card for this transaction. I did not select any offers like bonuses or freeplay etc. I simply played three different slots. When playing the third slot I hit a £3000 win. I decided not to push my luck and withdrew my balance at that point of £4424. The casino asked me to go through the verification process so I uploaded my debit card and driving license details. Since then I have received the following: 1) An email informing me they had issues with a DDoS attack. 2) An email asking me to upload my verification details again. Which I did. 3) The return of my original deposit of £1000 to my bank account. 4) An automated response from 888Casino operations dept in response to an email I sent them asking what the delay was. Since then my withdrawal history on their site shows a withdrawal request of £4424 marked in process. My verification details are in still shown as pending. Now I apologise if this is a normal timescale and if I am "jumping the gun" in making a complaint. I am simply trying to withdraw my winnings and with their online chat being always unavailable, Tel number not working and emails unanswered I am at a loss about how to proceed from here. I would be grateful for any advice or assistance you could offer in this matter. kind regards < personal info removed >

Posted on 19 September 2018

A short time after posting this complaint (and before your site reviewed and posted it) I received an email from 888Casino confirming they had verified my debit card details but yet again requested my drivers license or passport. So again I have uploaded a photo of my drivers license. Each time I've done this I've covered my license number but left my photo and address clearly visible. I also asked them to contact me if this was a problem.
So hopefully a week and a half or so after winning I might be getting somewhere. However at the moment I can't consider the matter resolved.

Posted on 20 September 2018

Hi there,
Your query has been passed on to our operations team who have received your documents and will be contacting you regarding your account very shortly. We apologise for the delay and appreciate your patience, 888 Team.

Posted on 20 September 2018

I have received an email from 888Casino informing me that the verification process has now been completed and restrictions on my account removed.
I will post again (If I may) when they transfer my winnings to my account.
Thanks to all involved for assistance in this matter

Posted on 20 September 2018

My account with 888Casino is now showing paid on the cashier page. So from that and the email I can reasonable assume that my payment is on its way through the banking process.
With those updates I think we can consider the matter resolved.
Thank you again for your assistance.

AskGamblers
Posted on 20 September 2018

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

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