Complaint #9 888 UK Casino

Withholding Funds since 2021

By khan94nathnath

3 years ago

This relates to the Sports section of 888.

This issue is logged under their own references of [Reference #: 211122-002112] [Reference #: 211216-000692] [Reference #: 220408-008226] [Reference #: 230214-002911]

They have been witholding my funds & had me locked out of my account since aug 2021 with no reason given. I have asked them over 50 times in the interim period and I get the same answer everytime - 'its currently under investigation'

I have provided a screenshot of the initial email covering this issue - if I need to attach anymore let me know however all of the emails are just me asking what is happening with the account and them saying its under investigation over and over again. I am also locked out of my account so I cannot provide any screenshots from inside the account, however I have provided a screenshot of the email from the original withdrawal request and another email which shows they returned it back to my locked gaming account.

The uploader isn't working for me so all screenshots have been sent via the support@askgamblers email address.

Regards,

Nathan

Disputed Casino 888 UK Casino

Reason Delayed payment

Amount £1205.06

Discussion

AskGamblers

• Support Team

3 years ago

Dear 888 UK Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly.

Thanks in advance for your cooperation.

khan94nathnath

3 years ago

Ok no worries

888 UK Casino

• Representative

3 years ago

Hello,

Thank you for the opportunity to address your concerns.

We understand that it can be frustrating to have the account suspended for such a long period of time. As per User Agreement, kindly note that, we may suspend accounts during and until any investigation we carry out are completed:

https://www.888.com/security-and-privacy/user-agreement-uk/

We aim to complete our investigations as quickly and efficiently as possible, while still ensuring that all the necessary steps are taken.

We appreciate your patience while we work to resolve this situation.

Our Operations Department will notify you as soon as any updates become available.

Sincerely,
888casino

AskGamblers

• Support Team

3 years ago

Dear 888 UK Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly.

Thanks in advance for your cooperation.

888 UK Casino Complaint Stats

Resolved 21 / 49

Avg. Amount $9,520

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, 20 out of 42 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

Pending 160 withdrawal for weeks

On my first deposit to 888 Casino I have been shafted I think, I have not yet been paid my £160 winnings. The withdrawal has been pending since the 10th, which seems longer than it should be. I'd be very grateful for any assistance you can offer in resolving this. Thank you very much for your help. I wasn't aware 888casino wasnt 100 perfect trustworthy until I come across this website.

48h left

£160

Does not pay my withdrawal for over a month

Dear 888 Casino Customer Support Team,

I am writing to formally express my dissatisfaction and frustration regarding the ongoing delay in processing my £4,000 withdrawal, which has now been outstanding for over a month.

Throughout this period, I have contacted your live chat support every day, often multiple times a day, in an attempt to resolve this issue. However, every interaction has resulted in the same response: apologies and confirmation that my case has been escalated to the relevant team. Despite these repeated assurances, I have received no meaningful update, no concrete explanation for the delay, and, most importantly, no resolution.

What concerns me most is the complete uncertainty surrounding the waiting time. Nobody seems able to provide a clear timeframe or confirm when I can realistically expect to receive my money. Being left waiting for more than a month, with no definite answer despite my persistent efforts to obtain one, is completely unacceptable and has seriously undermined my confidence in your service.

I understand that certain checks and procedures may be necessary, but this does not justify leaving a customer waiting indefinitely without transparent communication or a clear explanation of what is causing the delay.

I now expect 888 Casino to treat this matter with the urgency it deserves and provide me a realistic and specific timeframe for when the funds will be released and paid into my account.

Repeated apologies and further escalations without any tangible progress are no longer sufficient. I have been patient and cooperative throughout this process, but I cannot continue to accept vague responses and indefinite waiting times.

Please treat this message as a formal complaint and provide a meaningful written response as soon as possible. If this matter is not resolved promptly, I will consider pursuing the available formal complaint and external dispute resolution procedures.

I look forward to receiving a clear explanation and a concrete resolution, rather than another generic apology.

Kind regards,

44h left

£4,000

14 days no payment despite withdrawal request

I have been waiting 2 weeks now for a withdrawal. Some were released before for the lowest amounts; now I have 2x $1,000 requests, and I'm waiting a long time.

I have also jave been temporarily account banned, which is ridiculous.

I have given ID checks; they confirmed they're okay. I have now sent real bank statements they haven't actually asked for yet also.

I wasn't sent an email to say why I'm banned either. I've emailed all relevant teams, and no one is getting g back to me, not even a confirmation of why I have been temporarily banned.

I really need this money for an unexpected financial struggle, and I'm in the dark with 888. Maybe I'm being impatient, true, but 2 weeks is a joke to get my money back.

Please help. Thank you.

Attached is my attempt to email them, and no reply.

Resolved

$2,000

Refusing update on 40000 GBP

I withdrew £40,000 on Monday, submitted documents, and got no reply.

I have texted on live chat; they told me that it's “with the relevant team” and that they've had 0 correspondence with that team.

I expect to know the status of my withdrawals and the timeframe for when this will be resolved, as the back and forth is ridiculous!

If it was just £20/£30, I wouldn't have minded, but it's £40k, not pennies!

Unresolved

£40,000

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