Complaint #164 888 Casino

Account locked and 6000EUR payment not received!

By blindcrypig

10 years ago

I made a deposit of 1300EUR with Entropay on the 7th of March 2016 without any bonuses! I won some money and requested a withdrawal(2015EUR) to Entropay... 888 requested a copies of my ID card and credit card(from which I made a deposit to Entropay). I sent a copies and the next day(10th of March) they answered:
"We can confirm that we have now received and verified the recently requested documentation. As a result any restrictions have now been removed from your account, and any waiting withdrawals can now be processed."
Three days later I received money with Entropay, everything was fine! But that was only a beginning of that bad story for me...

The next day I decided, that I want to play on high limits roulette and blackjack, and I deposited a huge amount(6500EUR) of money with Entropay also. It was not very good gaming day for me, but at the end I won something and my bankroll was 8000 Euros. I decided to cash out an amount of my deposit(even a little less) and requested a withdrawal of 6000 EUR back to Entropay... Everything was OK and on 16th of March I received an email from 888, that my withdrawal request has been approved:

"Dear Hermann,
Thank you for choosing 888casino and congratulations on your winnings!
According to our records, you have one or more withdrawal requests which are currently being processed.
The details of the withdrawal(s) are as follows:
EntroPay ***5474, 6000.00 EUR (#217652743830)."

I was very happy and in good mood, but yesterday (on 18th of March), when I tried to login to my Entropay account and to see a payment of 6000 Euros from 888 on it, I was very surprised, because my Entropay account was restricted! Then I tried to login to my 888 account and it was restricted too! Then I made a phone call to 888 phone number, that is listed at a cashier section, but a representative told me, that I need to write an email to operations@cassava.net...and I did it... The same day(yesterday) I received such an answer:
" Dear Hermann,
This is the Operations Team at 888casino and we are contacting you with regards to your account with username "blindcrypig".
Thank you for your recent communication.
Your account has failed some of our internal security checks and as a result we have taken the discretionary decision to close your account.
This is in line with our terms and conditions, and the decision is not reversible.
Please contact your payment provider Entropay directly to discuss with them any restrictions they have placed on your account with them.
Regards,
Operations Team
operations@cassava.net"

Also I wrote to Entropay support and asked, why did they restrict my account and where are my 6000 Euros? Entropay support answered:
"Dear Hermann,
Thank you for your email.
Please contact 888 the source of the payout of EUR6000.
Regards
Gordon
Support Team"

Then I wrote to operations@cassava.net again something like this: " Can you write to Entropay and tell them to remove any restrictions from my Entropay account please?
If you won't do this, then I'll write a complaint to eCOGRA (eCommerce Online Gaming Regulation and Assurance).
And I will file a lawsuit against your casino if you won't advice Entropay to unlock my account!"

So, my 888 account is blocked and my Entropay account is also blocked because 888 told them to block it, as I guess!

My account at 888 casino was verified with a requested documents, as I already told before... What esle do they need?

The total amount of my deposits with Entropay to 888casino was 7800 Euros and a successfull was only the first withdrawal of 2015 Euros!

I want, that you tell 888casino, that they ask Entropay unlock my account with my 6000 Euros withdrawal on it. Because if they won't unlock it, that will mean, that they've stolen almost all of my deposits!

If you need my ID copies or something else, write me and I'll send them to you...

p.s. sorry for my not very good English, I'm from Germany...:)

Hermann

Disputed Casino 888 Casino

Reason Declined payment

Amount €6000

Discussion

AskGamblers

• Support Team

4 years ago

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that 888 Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

888 Casino

• Representative

4 years ago

Hi Blindcrypig,

Thank you for raising this case.

Please note that our Operations Department advised that after thoroughly reviewing your account and careful consideration was taken, the account has been closed as it breached our User Agreement https://www.888casino.com/security-and-privacy/user-agreement-nonuk/

Upon checking you have received an e-mail from our Operations Department and the withdrawal of 6000 Euro request you made on 14th March 2016 was succesfully processed and paid from our end on the 16th March 2016.

We remain available if you have any further queries or concerns.

Sincerely,

888 Team

AskGamblers

• Support Team

4 years ago

Dear all,

Kindly be notified that this complaint is being reopened following the declared willingness on behalf of 888 Casino management to do everything within their power to resolve their outstanding AGCCS cases. The AskGamblers Complaint Team will gladly assist by giving any of these old cases an additional chance for a successful resolution.

blindcrypig

10 years ago

No updates from 888casino side! Account is still locked, but the worst is that Entropay doesn't want to unlock my account without the permission of the casino! My money is stolen :(

888 Casino Complaint Stats

Resolved 333 / 397

Avg. Amount $8,733

Avg. Complaint Duration 8 days

Avg. Response Time 2 days

888 Casino Complaints

See all complaints for this casino

Verification taking forever to verify and cannot be contacted by mail or chat

Hi there,

I am writing to formally address the ongoing and unacceptable delay in verifying my 888 account.

Despite having uploaded all the correct documentation, my account remains unverified, and I am trapped in a frustrating verification loop. To make matters worse, the support channels are completely inaccessible:

1. Email Support Failure: When attempting to email your support team directly, my messages keep bouncing back as undeliverable.

2. Communication Breakdown: I have no way to reach out via live chat or email to resolve this issue.

3. The Document Loop: I have email evidence showing a completely disorganized process where your team approves certain documents, rejects another, and then repeatedly asks for re-approval of documents that were already successfully submitted and accepted earlier.

Furthermore, I am now unable to upload any additional documents because the platform interface locks me out of doing so, leaving me with zero actionable options on my end.

I have read numerous reports from other users on public forums stating that verification with 888sport has taken them months to resolve.

Can you help get my account verified and facilitate this process?

Happy to provide any the relevant confirmation and emails to this message.

Sincerely,

90h left

€3,500

Locked out of account with no withdrawal

I made several withdrawals on 888 casino in the amount of 1256 on August 1st. I usually received my withdrawals in the same day. I spoke to several agents regarding this matter I was told they needed my bank statement even though I provided it previously so I provided it again. I was told by an agent on live chat my withdrawal would be handled promptly once I sent this document. So I asked another agent again how long it would take but was never given a clear answer. Now I can't log onto my account.

Resolved

€1,256

Unexplained Rejection of Verification Documents and Delayed Withdrawal Processing

I am submitting this complaint regarding the handling of my withdrawal requests and account verification by 888casino.

I submitted two withdrawal requests (Withdrawal Request IDs: 968252944068 and 968242041784). As part of the verification process, I was asked to provide proof of my bank account, and I promptly submitted my bank statement.

My bank statement was later rejected, but I was not provided with any explanation for the rejection or informed of what was wrong with the document. To determine the issue, I contacted my bank. The bank confirmed that my full legal surname cannot be displayed on bank statements because of a system character limit. They issued an official letter confirming that the account belongs to me, stating my full legal name, and explaining why the bank statement displays a shortened version of my surname.

I resubmitted my bank statement together with the official bank letter explaining the name limitation in an effort to satisfy the verification requirements.

Throughout this process, I repeatedly contacted 888casino through the live chat to request updates and ask for clarification. However, I consistently received the same standard response without any explanation addressing my specific situation:

"Your conversation has now been transferred to our Security Team.

They're already reviewing your account and the information you've provided. We'll complete the review within 24 hours and will contact you if we need anything further.

There's nothing you need to do at this stage. We'll be in touch as soon as the review is complete.

Thank you for your patience while we complete this process."

Despite being told the review would be completed within 24 hours, I did not receive any meaningful update or explanation. My requests for clarification regarding the rejected document were not answered, and I was not informed of any additional information required to complete the verification process. My support reference ID is 844020803.

My concern is not only the delay in processing my withdrawals, but also the lack of transparency and communication throughout the verification process. My documents were rejected without explanation, and despite my repeated attempts to resolve the issue and provide additional supporting documentation, I have been unable to obtain a clear response.

I respectfully request that this matter be investigated, that my verification documents be reviewed fairly, and that my pending withdrawal requests be processed as soon as possible.

Unresolved

No explanation why casino 888 is not paied me

8 days waiting for 403 $. I just want to know when I will get my money and they blocked me… Never write me back for more information its stress of me out. I have a house to pay and they can't even tell me what the problem I just want information to get my money back! Please! Every day I am looking and Nothing is changing always (Processing). It's stressful for no reason; it's ruining my vacation, and then they temporarily blocked my account for no reason! I'd like them to tell me what to do to get my money back; it doesn't seem complicated.

Unresolved

$403

888 Canada Withdrawals Pending Since July 8 Despite Completed Verification

I am submitting this complaint regarding withdrawals totalling CAD $1824 from my 888 Canada account, which have remained pending since July 8, 2026.

Following my withdrawal request, 888 asked me to provide identity verification and Source of Wealth documentation. I provided all requested documents promptly. My documents were subsequently acknowledged as received, and I was informed that the matter had been passed to the Compliance team.

Since then, I have repeatedly contacted 888 through email and live chat. I have been told several times that my case was escalated, that I would receive an update, and that I would receive a phone call. None of those promised follow-ups occurred.

As of July 16, 2026, I have not been informed that any additional documentation is required from me. My withdrawals remain pending, and I have received no meaningful explanation or timeframe for completion.

I understand that compliance checks may be necessary, and I have cooperated fully throughout the process. My complaint is not about 888 conducting appropriate verification. It is about the prolonged delay, the lack of a meaningful status update, and repeated commitments to contact me that were not honoured.

My 888 case reference is 2997992. My live chat reference is Rec0BH46B0QQL

I am requesting that 888 complete the review without further unnecessary delay and release my withdrawals. If there is a genuine outstanding issue, I ask that 888 clearly identify it and provide a reasonable timeframe for resolution.

I can provide supporting emails, chat records, document-receipt confirmations, and screenshots showing the pending withdrawals.

Unresolved

$1,824

withdrawal pending since June 5 with no clear verification or payment update

I am submitting this complaint regarding a delayed withdrawal from my 888 Casino account.

On June 5, 2026 at 3:43 PM, I requested a withdrawal of C$1,007.64. The withdrawal confirmation ID is 954432916095. My support ID is 847520578.

As of June 23, 2026 at approximately 9:10 PM Pacific Time, the withdrawal was still pending and had not been paid. The withdrawal has now been pending for approximately 18 days.

I have contacted 888 Casino support multiple times to ask what is preventing the withdrawal and what, if anything, remains outstanding. I have submitted the requested verification and banking documents, including my driver’s licence, proof of address/utility bill, bank statement, card documentation, wire transfer instructions, and later a void cheque when support requested it.

On June 9, I contacted support to confirm whether my documents had been received and whether anything was missing. I explained that I had submitted my driver’s licence, utility bill, bank statement, copy of my card, and wire transfer instructions, all connected to the same account I used to deposit funds. The agent told me the documents had been received, that they would verify them right away, and that I should expect an email that day. I did not receive that email.

On June 15, after the withdrawal had been pending for 10 days, I contacted support again and asked for a substantive update. I was told there was a date-of-birth discrepancy. I verified my personal details, and the agent confirmed that the date of birth had been corrected. I was also asked to provide a void cheque for the withdrawal query, which I did. I then verified my email and cell phone as requested.

On June 22, I contacted support again. I first received a response asking me to allow up to 24 hours for review of my account, and the chat was then closed. I then opened another chat and specifically asked for confirmation of my verification status, whether any documents or banking details were still outstanding, whether my Canadian banking information had been accepted, the reason the withdrawal had not been released, the expected release date, and an escalation or reference number.

I was connected with Patrick, who said he would escalate the case to the transaction team and inform them about my withdrawal status. I explained that I keep being told I will receive an email update, but nothing happens. Patrick then said the case had been forwarded and prioritized, but I still did not receive a clear verification decision, payment confirmation, request for further documents, or explanation for the continued delay.

There may also be a Canada-specific banking issue. I am a Canadian player using a Canadian bank account. Canadian banks generally do not use IBAN numbers. In the IBAN field, I entered my Canadian bank account number, which is the standard account identifier used in Canada, along with the other Canadian banking details available to me. The bank account information I provided is connected to the same Visa Debit card/account that I used to fund activity on 888 Casino.

Unresolved

$1,008

Awaiting for the payment

Hello.

I recently won 17 thousand on slots (no bonus). It was cash playing. I tried with draw it all via etransfer and it was held awaiting process for over 2 weeks. The one agent i spoke with told me to reverse it and break it down into smaller chunks and see if that helps and still nothing. 4 agents have confirmed that my account is fully verified. Am I at a loss?

Unresolved

$17,000

Delayed withdrawals over 11 days

I made withdrawal requests on May 28th for 10,000 and 19,000. Withdrawal IDs 951695604679 and 952089311588. They are still awaiting process. My account was already fully verified and they paid me out a previous amount a few weeks ago after a long delay. After a few attempts to contact support an agent told me to upload a pic of a debit card which I did within the chat . They card was not asked for when paying my previous withdrawal. I was to receive an email from payments or support stating that it was verified but did not receive one but an agent told me that everything was fine and I should be getting an email regarding my withdrawals . I have not received any communication from 888 despite daily contact by me to their support.

Resolved

$29,000

Withdrawal delayed and Declined

I am filing this complaint due to serious and unacceptable issues with 888 Casino regarding my withdrawal.

I have been attempting to withdraw my funds for nearly a month. During this time, I fully complied with every verification request made by the casino. I submitted extensive documentation, including my passport, driver’s license, utility bill, bank statement, credit card statement, and Apple ID verification. I also received confirmation that my account was successfully verified.
Despite all of this, on May 26, 2026, my withdrawal request was suddenly declined without any explanation whatsoever. This raises serious concerns about the fairness and transparency of 888 Casino’s practices.
There is absolutely no justification for declining a withdrawal after full verification has been completed, especially after such a long delay. This behavior appears to be either deliberate stalling or a failure to process legitimate withdrawals properly.
I am requesting:

A clear and detailed explanation for the withdrawal decline
Immediate processing of my withdrawal
Confirmation that no further unnecessary delays or obstacles will be imposed

If this issue is not resolved promptly, I am prepared to escalate it further to regulatory authorities and additional dispute resolution platforms.
At this point, I simply want my funds released without any further delay.

Unresolved

$29,703

Delayed payment for almost 2 months on a fully verified account

I am filing this complaint regarding the extremely unreasonable and unacceptable handling of my 7,000 CAD withdrawal by 888casino Ontario.

My account had already been fully verified before this withdrawal request was ever made. Despite that, for nearly two months I have been trapped in an endless cycle of repeated document requests, delays, and meaningless template responses while my funds continue to be withheld.

During this entire process:

I contacted support more than 30 times through email and live chat

I repeatedly submitted every document and every piece of information requested

I complied multiple times with additional CCS2800 verification requests

I received almost nothing except scripted copy-paste apologies for the delay

My direct questions were consistently ignored

No one explained why the withdrawal was being delayed

No realistic timeframe was ever provided

Support continuously avoided addressing the actual issues raised and instead recycled generic responses

The most frustrating part is that the same documents and information have effectively been requested again and again despite my account already being verified and despite my full cooperation throughout the entire process.

After nearly two months, there is still no resolution, no accountability, and no meaningful communication from 888casino.

At this stage, this no longer resembles a normal verification process. It appears to be an unnecessarily prolonged and obstructive delay process where a verified customer is repeatedly forced to resubmit information while being given no transparency whatsoever.

Most recently, after once again submitting all the requested documents, I heard absolutely nothing back for over a week.

It should not require more than 30 contacts, repeated document submissions, and nearly two months of chasing support simply to receive a withdrawal from an already verified account.

I am requesting immediate release and processing of my 7,000 CAD withdrawal, written confirmation that all verification requirements have finally been satisfied, a proper explanation for the repeated delays and repetitive document requests, and an end to the continuous scripted responses and unnecessary obstruction of this withdrawal

I have preserved all emails, screenshots, live chat transcripts, and proof of every document submission made throughout this process and am fully prepared to continue escalating this matter through all available regulatory, mediation, and consumer protection channels if this situation is not resolved immediately.

Unresolved

$7,000