Complaint #25 888 UK Casino

I cannot withdraw funds

By olenaf

3 years ago

I have lived for a while in Qatar due to the war in my foreign country (Ukraine). I have created an account on 888 sport/casino and won some funds. After a period they have temporary closed my account and requested for documents, I have sent them and they have reopened my account.

But unfortunately I cannot make any withdrawals because my two credit cards aren't accepted at 888. A chat representative told me to send an email with my banking details to [email protected], and I have done that with my banking details included. I received an email that they can only withdraw to bank accounts registered in Qatar. However it wasn't possible for me to sign up for a bank account in Qatar, because I only was there for a short term. I have explained the situation in an email, and requested to change my country to Ireland, where I'm currently living and working. Unfortunately I still haven't received a response from the operations team. I only received an email that my new address documents has been passed, but the address/country change hasn't been done yet and I don't receive any substantive responses on my sent emails to the transaction team and the operations team.

Can you please withdraw my funds to my Irish bank account and change my address to my new address. I'm not able to make any deposits or withdrawal under the current circumstances. I'm looking forward to play on this casino, and hopefully they can change my address.

Disputed Casino 888 UK Casino

Reason Declined payment

Amount €700

Discussion

AskGamblers

• Support Team

3 years ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

olenaf

3 years ago

Hi, I just received my funds in my bank account. So this case can be closed. Thank you for helping me :).

888 UK Casino

• Representative

3 years ago

Hi there!

That's great to hear! It's our pleasure to assist you. Have a great day ahead.

Kind regards,
888 Team

olenaf

3 years ago

Hi, Just received an email from the transaction team that everything should be solved very soon. I can see that my address has been updated and was able to request a withdrawal. I will update the case immediately as soon as i receive the funds. Thanks for your help! :)

888 UK Casino Complaint Stats

Resolved 20 / 47

Avg. Amount $8,755

Avg. Complaint Duration 9 days

Avg. Response Time 2 days

888 UK Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 19 out of 40 complaints in this category have been resolved.

This operator's average complaint duration is 9 days, while the average duration across all operators is 8 days.

888 UK Casino Complaints

See all complaints for this casino

On 08 September 2026 I won some money whilst playing slots on 888

On 08 September 2026 I won some money whilst playing slots on 888. I was nt taking part in any offer. I withdrew £1316 and assumed all was well, 888 usually process the requedt very quickly. But this time it is just constantly showing pending. They have no live chat apart from a useless bot which cannot help.
I have emailed but have had no reply, I have nt had an correspondence from them asking for information. I have no idea what the issue is. I dont know how to resolve this if I cannot contact them.

Unresolved

£1,316

Payment witheld

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.

Unresolved

£185

Owe me 700 GBP

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

Unresolved

£700

Winnings still pending

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.

Unresolved

£1,720

Withdrawal delayed for 2 weeks

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

Unresolved

£13,000

Not receiving withdrawal after 10 days

I withdrew £350 from my account over a period of a few days from 30th June to 1st July. I submitted identity documents for verification on 3rd July and was informed this would take 4 days for payment to reach my account. Whenever I contacted the 888 helpdesk on their chat I received automatic responses and they advised that my matter would be responded to within 24 hours and my account was being reviewed manually. The chat would be closed before I would have an opportunity to reply.

Unresolved

£350

Withdrawal being delayed

I have been playing with 888 casino for a while and never had any issues with withdrawals until now.

I recently won £10,000 after a £1000 deposit. I requested a withdrawal on the same day (30th May 2026). However the request is still showing as pending deposit it being escalated I have hand no proper correspondence or communication. The customer service team are becoming quite stressful as they keep telling me the same thing with vague answers.

Despite previously having small winnings paid on the same day I can’t help to feel they are avoiding on paying out a bigger win. I just want communication and if they need anything from me then tell me so I can comply to help speed things up.

The only thing I have is a confirmation of the request being made - confirmation number is 952296400035

Unresolved

£10,000

Payment pending for 3 weeks

Hello,

I requested a withdrawal on 27/4/26 for the amount of £16000.04, the reference ID is 942141257438. I have verified my ID and had one payment before so I don't understand why this one is taking so long. I have been on live chat almost everyday asking for an update for the last two weeks only to be told the same thing every time, that they will escalate it to the payment team and that is all they can do and not to worry as it will be processed asap. It's just frustrating being told the same thing over and over again with no information.

Kind regards

Resolved

£16,000

Unpaid Withdrawal 888 casino

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 >

Resolved

£78,050

Not paying 4250 GBP winnings

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.

Unresolved

£4,250