Complaint #124 888 UK Casino

Unpaid Withdrawal 888 casino

By Emanuele L.

3 weeks ago

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 >

Disputed Casino 888 UK Casino

Reason Delayed payment

Amount £78049.66

Discussion

AskGamblers

• Support Team

2 weeks ago

Dear @emanuelelostuto,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and let us know if you have received the disputed payment. Please be notified 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 complaints 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.

emanuelelostuto

• United Kingdom

3 weeks ago

I can confirm that 888 send me a confirmation about my 78, 0 49.66.

emanuelelostuto

• United Kingdom

3 weeks ago

Update from 888 Casino:
£400 - £100 transferred.
No sign of the 78k yet I will keep you updated.

888 UK Casino Complaint Stats

Resolved 20 / 40

Avg. Amount $9,372

Avg. Complaint Duration 10 days

Avg. Response Time 2 days

888 UK Casino Complaints

See all complaints for this casino

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

88h left

£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

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

18120 pounds withdrawal withheld by 888 casino

On 7th October 2025, I requested a £18,120 withdrawal from my 888 Casino account (User ID: 843865791) via Apple Pay. It still shows pending status eventhough ApplePay timeline for withdrawal is just 1 day.

I am now completely locked out of my account as it says temporarily disabled which happened when I said I needed this money for an urgent matter becuase of which I cannot view my withdrawal status, communicate through the internal message system, or access any transaction details. I only need access to monitor my withdrawal and ensure my funds are processed.

To avoid any possible delay, I have already submitted all necessary documents, including my driving licence via app, and Bank statement and my electricity bill via email.

Despite providing everything, 888 Casino has failed to to pay out the sum. This lack of transparency and communication has caused serious concern, especially given the large amount involved.

I am requesting that 888 Casino:

1. Provide an immediate update on the status of my £18,120 withdrawal.
2. Confirm receipt of my documents.
3. Grant me access to my account again.

This situation has been ongoing with no resolution, and I’m requesting AskGamblers’ assistance to ensure 888 Casino releases my funds and provides a clear explanation for their actions.

Resolved

£18,120

I have over 7 withdrawals pending since the 5th of September

I have played many times and I was always able to get my withdrawls within minutes. But since the 5th of September, they have been pending. According to their "withdrawl time frame" I should have received the funds already. I'm scared they have over £200 and they will keep it. I have not receive any emails asking for any documentation ir further verification, so I don't understand why is taking so long. I never had issues with them before this.

Unresolved

£200

888 withdrawal delay 1274 GBP

I have been in contact with 888 Casino for over two weeks now. I have won some money and had winnings of £1,274.

I made the withdrawal and was told to provide documentation to verify my account.

I completed this painful process as 888 kept asking for more documents or making me resend them multiple times.

After this, my account was verified, and I waited out the timeframe for the withdrawal. As time passed, I still received nothing and decided to contact them, and have been contacting them up until today.

For the past 4 days, I have been told that I will receive it in 24 hours. This didn’t happen, so I would get back in contact with them and was just told this will be moved further, or that there was something wrong with my statement.

I sent and had to provide a new one. I again did this, waited again, got in contact again, said my documents are all good from a different agent, and this process has repeated itself for the past few days. told I got an email saying that my account has been restricted again. I had to provide all the details again, even though they already have them.

This has again delayed the withdrawal and making me worried that I will not receive this money.

I will provide all pictures of any chats I have, as my account is again restricted and I can’t access all of them.

Unresolved

£1,274

Withdrawals not processed

I won 50£ on the 15.08.2025 and 100£ on the 16.08.205 and withdrawled on both days , its still on " pending " and not processed . I contacted Customer Service to be told to upload the following documents via Chat ( despite I withdrawled before ) : my ID ( driving license ) , a picture of me holding my ID and a bill with my address on it , than I was told to upload it again multiple times and after 1 hour on chat I been told to go to the verification page which I did and uploaded my ID again ( it was uploaded before on there and there is only a request for iD available ). Than nothing happened, still not processed, I sent a complaint via email to be told I have to contact CS before complaining ( what I already did for 1 hour ) , I replied that I done this. Since than , nothing, no email , no process on the withdrawl , nothing. Can you help me to get my winnings of 150 £ please ? Thank you so much. Best Regards

Unresolved

£150

Holding my withdrawals £2600

It's been over a week now and my account is fully verified, and there are no pending issues from my side.

This delay is unacceptable and feels like the casino is deliberately withholding my money. The support team just keep telling me its been processed, on their website it says 3 working days via bank transfer threw visa.

Feel like I'm never going to actually get my withdrawals which add up to £2600

Unresolved

£2,600

Holding My Winnings for Over a Month

Hello,

I won £12,000 at 888 Casino, but after more than a month, I have only received £3,450 via Trustly. The remaining £8,550 has not been paid, and no clear explanation has been given.

I have contacted customer support almost daily for the past month. Every time, I receive the same message: “Your payment will be processed soon, please wait 48–72 hours.” These are just empty promises, repeated over and over again with no result.

My account is fully verified, and there are no pending issues from my side. This delay is unacceptable and feels like the casino is deliberately withholding my money.

I am requesting AskGamblers’ assistance to resolve this and to make sure the rest of my winnings are paid without any further delay.

Thank you

Unresolved

£8,550

No support or contact within timeframe

Account opened using normal credentials on the 10th June 2025, (no VPN used) set up the account including deposit limits and made first deposit of £100, played through and deposited another £200, which was also played through. Deposited for the third time, which was for £500 and this was successful. On completion of the deposit account became restricted and recieved a message saying "temp disabled" click here for immediate help, the link doesnt work (see attached) I then recieved a email from operations saying they will be in contact by 48-72 hours, I have since messaged them for support on the 10th June 2025, ticket response attached, no reply recieved and also messaged them after the 72 hours passed to ask for complaint procedure - escalation. Ticket response attached. I have had no contact from 888 regarding the emails I sent to customer service nor any response from operations, their email clearly states they would be in touch in 48-72 hours this has now passed, I ask, ask gamblers to assist with this matter as I have had no response from 888, this with a deposit being held by them, I have no issues providing any KYC or AML to unlock the account, going forward I would want the account to be closed, thank you.

Unresolved