Complaint #75 888 Casino

Disconnected when won

By Blondey

11 years ago

I was disconnected during playing starburst at 888Casino/Games on 27.10.14. As I waited to see if would refresh etc or winnings credited I noticed I was disconnected. I emailed them picture, then decided to ring them. The woman on customer support said she got email up and could see the picture I've sent but I made a mistake by not taking shot of game before and after this spin. I said sorry I dont take pictures of every time I press spin. I explained I had won and winnings was not creditted and its crashed. She said she'll ring me back. She rang 2 hours later saying My account has been creditted with the £10 of my spin what I lost. My point was you have never credditted my account when been disconnected loads of times before and I actualy want my winnings not the price of the spin. As this is the point of the game if you win you win if you loose you loose. Then she said oh I didnt realize you was querying the winnings thought it was loss of the spin she said it will take 5days for the technical team to check. Then they emailed me same day saying please allow unto 48 hours for an update on your starburst game and thanks for the pictures. Im guessing Wednesday 29th they should have updated me, still not a email or call by Friday 31st October 2014. I rang the customer support number she said after putting me on hold a couple of times that the womens not in the office who sends emails at the moment to update you so please wait til Monday 3rd November. Its now 4th November well over a week since Im waiting for my winnings to be credited. I do not see why I should not have my winnings due to a technical problem as this is a con and excuse not to pay out. And unfair to all players.

Disputed Casino 888 Casino

Reason Software glitch

Discussion

AskGamblers

• Support Team

4 years ago

Dear @Blondey,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

888 Casino

• Representative

4 years ago

Hello,

Thank you for the opportunity to address your concerns.

As per the e-mail sent to you on 15/12/2014:

- At the end of round ID 207661798, your bankroll stood at £421.52
- The next round ID 207661828, you bet £10 bringing your total to £411.52. During this spin you won £250 taking your bankroll back up to £661.52
- You bet another £10 in the next round 207661894 taking your balance to £651.52 during the spin. In this round you won £70 which added to your balance, brought your bankroll to £721.52

We can confirm that our Technical Department researched this matter fully and that all rounds were paid correctly, according to the data stored on our game servers.

We remain available for any further questions or concern.

Sincerely,
888 Casino

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.

AskGamblers

• Support Team

11 years ago

What we can see from correspondence above this complaint is still unresolved. We will gladly reopen this case if new evidence appear, or casino and player resolute this issue. We also recommend to the player to try to see help with a Gambling Commission.

888 Casino Complaint Stats

Resolved 334 / 403

Avg. Amount $8,666

Avg. Complaint Duration 8 days

Avg. Response Time 2 days

888 Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 243 out of 300 complaints in this category have been resolved.

This operator's average complaint duration is 8 days, while the average duration across all operators is 8 days.

888 Casino Complaints

See all complaints for this casino

Payment Not Processed

Hi, I submitted my payment request on September 7. They said they couldn't pay to my card and asked me to upload my bank details and ID which I submitted.

I received an email thanking me for uploading them, when I logged in today September 16 I see my payment hasn't even been processed although they say it takes 3 working days. I have not received any further requests for i formation since I uploaded them. I haven't done anything wrong. I have never had this problem with any online casino before. So disappointing.

Unresolved

$1,130

No response on verification of documents after submitting

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

Unresolved

$6,000

Endless documents uploaded since August 5th

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

Unresolved

$5,800

Blocked Withdrawals and Repeated Account Verification

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.

Unresolved

$8,000

Withdrawal blocked requested verification for cards I never used

I explained this clearly to the support team via live chat and email, multiple times, and offered full alternative verification: my CNP (Romanian personal ID number), a bank statement covering the relevant deposit period, and my ID card, which was already verified. Support repeatedly refused any alternative and insisted I must submit documents for the two cards I do not recognize, without further explanation or investigation on their end.

I have received only generic, templated responses that do not address the specifics of my case. My withdrawal remains blocked as a result, despite my full cooperation and willingness to provide any reasonable proof of the legitimacy of my funds.

I am asking 888 Casino to investigate this internally, confirm the actual payment method used for these disputed deposits, and process my withdrawal using the verification I have already offered (ID, CNP, bank statement matching card 3539).

Resolved

RON303

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,

Unresolved

€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