Withdrawal delayed for 2 weeks

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.

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.

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.

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