Account closed and payment denied after hitting a random jackpot

Hello :)

I played at 888 on September 29 and won, and I’ve been waiting for my money ever since… I’d already made some good winnings a few days before that and had the money paid out right away, so I don’t understand why I suddenly have to verify my identity all over again… Of course, I’ve sent in all the required documents.

Most recently, they requested a bank statement covering the last 6 months.

I don’t know what to do—I really need this money urgently by now… Stupidly, I accidentally deposited €500 instead of €50. When I tried to withdraw that amount right away, the rest of my withdrawals stopped working too…

I’ve already found a few posts online where others are having the same problem. Please, I urgently need help :(

I was asked to submit verification documents which I did.

I asked for numerous updates with no response and that someone would get back to me. I’m over a month now with no one reaching out to say if my documents are approved and I still have not had the money sent to me ($6k)

You can a number of interactions below of me trying to escalate and asking to speak with a supervisor and daily I am given the runaround

Complaint #3366410

On august 5th after withdrawing $350 hours earlier I deposited some back on via E transfer. As this is the only way I ever fund my account.

After a run of good luck, I decided to cash out 10k of my winnings. I found it unusual that I did not receive my money within 30mins to 12 hours like every other time in the past.

After a few days of inquiring I was asked to provide a card that was so old and outdated that it no longer exists, then asked to provide bank statements for and account that is no longer open. I was then blocked from my account because I mentioned I wanted to pay some extra bills with the money.

After having my account restored, I reversed the 10k withdrawal like an idiot and lost almost half of it. Mangaed to turn revers withdrawal off, and request the remaining balance in a few withdrawals. Since then I have spent every day trying to get my money.

I have uploaded countless copies of any and all possible documents that can be useful, in many formats including all PDF's. My last upload being my bank wire instructions zoomed in, and highlighted arrows pointing to each of there listed information requirements. That was 5 or more days ago. Only silence since.

Any time I inquire I get the say copy and paste response check your email, it has been escalated to "whatever team" for Manuel review. You will hear back in 72. Hours. Or contact live chat. When I do that I get the same run around and 72hour timeline. Over and over again, I am embarrassed as I told people how awesome 888 was. I'll never say that again.

I just want my money and to be done with 888. I have never had this kind of issue with any other online casino. Don't play on 888

Hello,

I would like to file a formal complaint regarding my withdrawals and the repeated verification requests on my 888 Casino account.

It has now been about one month since I started trying to withdraw my money. I have made several withdrawal requests, including $1,000, $1,800, $1,200, and eventually a $4,000 withdrawal.

Since the beginning, I have repeatedly been asked to verify my identity. I have provided all the requested documents multiple times, including my three most recent bank statements from National Bank of Canada in Montreal, my Quebec driver’s licence, and proof of address through a Hydro-Québec bill.

I have spoken with many different agents, probably between 15 and 20. Every time, I receive the exact same response: “Please send your three most recent bank statements and your ID.” I explain every time that I have already submitted these documents several times, but nobody seems able to give me a clear answer or permanently resolve the issue.

What is even more confusing is that three days ago, I received an email confirming that my verification had been successfully completed and that everything was in order.

However, the very next day, I received another message asking me to verify my identity again.

How is it possible for you to confirm that my account has been successfully verified and then ask me to complete the exact same verification again the next day?

Today, August 31, 2026, I am still in the same situation and have received no clear solution. This situation is causing me a great deal of stress and has become extremely frustrating.

I have fully cooperated with your team and provided every document requested. I am now asking for a supervisor or manager to personally review my case, because I do not want to keep receiving automated responses or repeating the same process with a different agent every day.

I simply want a clear answer: What is actually blocking my withdrawals, and when will I receive my money?

Please take this complaint seriously and provide me with a clear and concrete response.