Account review and funds withholding for 6 months

I won a bet which I tried to withdraw July 21st.

I was then contacted asking to verify my account. I have submitted my driving license, passport and bank statement, in the formats requested as asked by 888. The documents should 100% satisfy the verification needs, they have been accepted by other bookmakers with no issue.

I am being passed pillar to post, I have been asked to submit, and resubmit the documents dozens of times. Sometimes I have been told I need to submit the documents again as they haven't received them which is categorically untrue. Their chat is generic and of no use whatsoever. I keep getting told this has been escalated and will be resolved soon. This is over two weeks ago. 888 have HAPPILY taken bets before, and after this one bet, and have also paid out both before and after this bet.

At this point they are just deliberately withholding my funds and being uncooperative. It is for £185, not a life changing sum of money, but money I could do with.

Tried withdrawing on the 19th.

It's been pending for 5 days. This went on, so I messaged them; they said I needed to verify my bank details, which I then did.

Considering my partner and I have been with them for over 5 years and never had a problem before.

So I uploaded a PDF as it was how they wanted it.

They kept asking me how I was feeling today, passing me around, spoke to several agents online, then one said, yes,dont worry, I assure you you will get your winnings, 700 pounds.

This was of the slot machines playing at 3.75 a spin at one point, withdrew, got my confirmation email, still showed as pending 9 days later.,

So I spoke to them again and made it clear I had copied the conversation. The agent then just rudely logged me out of my account, and now it says I'm suspended.

Where's my 700 pounds?

I can't log in or make contact

I gambled around £1000 with 888 Casino.

And finally got a bonus.

And got £1720.29.

I requested to withdraw my winnings straight away.

On the 3rd of July.

It remained pending all weekend. When I went to the live chat, they said it takes one business day to clear. So I waited a few days.

I asked them again, and they said they would investigate and get back to me.

After 10 days of waiting, I asked again on live chat. They claimed they were still investigating and had no answer.

When I asked what the issue was, the guy ended the chat.

All I want is my money paid back.

They were quick to take mine out when I gambled it.

I had won £13000 on the 29th of June and submitted a withdrawal request on the same day.

The day after, I got asked to provide ID and a bank statement to verify my identity, something I had previously done on a previous withdrawal I had at the end of last year.

On the 1st of July, I got confirmation that all of my verification documents had been verified and accepted by 888casino and that my withdrawal would be processed soon.

It has now been 2 weeks since I made this withdrawal request, and I have been chasing it up for the last week, only to be told by customer support that my withdrawal is being processed, but a manual review is taking place with no specified time frame given.

On the 10th of July, when I tried to chase this up, I asked the customer support agent if my withdrawal was being delayed for no reason, and he confirmed not once but twice that my withdrawal was being delayed for no reason (see attached image)

I also believe this goes against the gambling commission's licensing agreement, Condition 17.1.1 of the Licence Conditions and Codes of Practice (LCCP)

Since I made this withdrawal, they have also blocked my account of any promotions being offered to my account.

I have logged a complaint with 888casino itself and will be pushing it to an ADR service as soon as my complaint is closed by them.

Withdrawal amount: £13000

Withdrawal reference: 961325884180

Dear Sir/Madam,

I am writing to lodge a formal complaint regarding 888 Casino and the non-payment of my withdrawal.

Withdrawal information

• Amount: £78,049.66 - £400 - £100

• Reference number: 940612212424 - 941792870104 - 946731194507

• Requested on: 22 April - 25 April - 11 May

I won what I consider to be fairly and squarely through the use of the casino’s games. Despite this, my withdrawal has not been paid.

I have completed KYC/verification three or more times, yet the funds remain unpaid. Each time I contact support to obtain a clear update, I receive the same pre-made response instead of a specific explanation of the status of my withdrawal and what, if anything, is still missing.

At this point, I strongly believe my funds are effectively being held/treated as “hostage” .

I request that 888 Casino:

Release and pay my withdrawal of £78,049.66 immediately under reference 828992544;

And provide a clear, specific written explanation confirming:

• that my KYC has been fully accepted, and

• the exact reason the withdrawal is still not completed, and

• the exact date by which payment will be processed; and

Confirm that no further unnecessary document requests will be made without a defined reason and deadline.

Evidence available

I can provide supporting evidence including KYC submission confirmations, withdrawal confirmation, screenshots, and all communication with support.

Yours faithfully,

< full name removed >

On Saturday 11/10/25 I deposited £1000 and won £4500. The same evening I requested to withdraw this.

At 5am on 12/10/25 I received an email asking me to send a copy of my passport which I did. At 4pm the same day I received an email stating that my account had been closed but with no other information.

I have spent the entire week trying to find out when I will receive my withdrawal but am just being told that the payments team will contact me to confirm. I have had to send my passport another three times as they are saying that they hadn’t received it.

On Friday 17/10/25 I received £225 into my account from them. Nobody could give me any answers about that either. I just keep being told that my withdrawal is still being processed.

It is now Monday 20/10/25 and I still haven’t heard anything or received the £4250 that they owe me.