Withdrawals not processed

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.

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

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.