Complaint #42 888 Casino

I need help with 888 Casino

By KozBog

12 years ago

Message on forum

Hello,

I have an issue with 888 casino, because they closed my account and confiscated my wins

I played in the casino and had a luck to win.

My bankroll was 2397 and suddenly my account has been closed.

From a total bankroll of 2397, 640 were deposited money, around 600 were bonuses I got and the rest around 1160 were my wins.

The casino refunded me with 640 (my deposited money), but didn't pay the wins.

Their explanations were very strange.

In the beginning they asked my document for verification and after submitting the documents, they wrote:

Thank you for recently submitting your document via our "Upload Your

Documents Feature". Unfortunately, your documents submitted did not pass

our Security Check therefore; your account will remain closed.We

respectfully ask you to refrain from opening further accounts with

casinos owned and operated by Cassava Enterprises (Gibraltar) Ltd. Any

accounts opened will be immediately blocked and the deposits not

refunded.

I've tried to understand what's the problem with my docs and what is missing and asked them:

What does it mean documents didn't pass your security check??? Do you need another scans?

But they have ingnored my questions and started to talk about another issue:

Bogdan, with reference to your query please be advised that due to your

activities on our site, which includes depositing at specific times to

award your account with the most bonuses which was clearly against the

Terms and Conditions, your membership has been terminated.With

regards to your funds please note that arrangements have been made to be

process the available amount in your bankroll excluding the amounts

that still requires wagering.

Here I have understood they refered to their montly promotion. Bonus of 150 for 15 deposits. The minimal deposit was 50 to participate in the promotion. I don't have big sum on my ewallet, so I replied to their email:

Your reply is inconsistent. Previously you wrote, that my documents didn't pass the security check. In the last email you've wrote about depositing in specific times, that definitely doesn't relate to documents processing.

I didn't break any term in your terms and conditions. When you publish promotion "get 150 euro bonus by making 15 deposits" and the minimal deposit is 50, I understand it as it is. And I made 15 deposits.

What else do you want I understand from the promotion?

Do you blame me in breaking rules, that I did the deposits to get the promotion, which requires making the deposits? Ridiculous!

I also want to remind you, that each bonus has a huge wagering requirements. Playing Live Blackjack (the game I played) I obligated to put sum = Bonusx400. So to get 150 bonus I have to wager 60000 euro. 60000 euro! putting the sum I probably will lose all my deposits and bonuses!

So after making the deposits and getting the bonus, you didn't remove my bonus. You have waited I lose all of it.

But the time I've started to win! And at the moment you've closed my account. Very smart! my bonuses were about 550 euro, my deposits were about 700 euro, but my balance was about 2400 euro. So by risking my deposits, I won 2400-700-550=1150 euro and I want to get the winnigs!

To the email they didn't answer for about a week, so I sent them reminder and got the reply:

We thank you for submitting your documents to us; however, as previously

advised we are unable to accept them for verification purposes. In

addition to this, after a careful review of your deposit, bonus and game

play patterns, we have decided to keep your account closed and as such,

your account has been permanently blocked from further use.

Please

be advised that we have requested a withdrawal for your available

bankroll balance, which will be paid as per our withdrawal policy back

to

your NETeller account, and no further transactions will be completed on

your account with us.

According to the User Agreement you have

with us, in the event that we believe that if a user is abusing or

attempting to abuse a bonus or other promotion, or is likely to benefit

through abuse or lack of good faith from a gaming policy adopted by us,

then we may in our sole discretion, deny any bonus or promotion, or

rescind any policy in respect of that user, either temporarily or

permanently.

The conclusion:

1. They don't answer my questions

2. They blaimed me in breaking terms and conditions, but I didn't do that.

3. They confiscated not only bonuses, but also my wins, which were got by risking my deposited money.

4. I think this is unfair and I can't resolve it by myself and ask you to help.

Disputed Casino 888 Casino

Reason Declined payment

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

Hello,

Thank you for the opportunity to address your concerns.

Upon checking your case we could see that the Operations Department sent you a communication via e-mail in which all the relevant information was provided.

As per the e-mail sent to you and in accordance to the User Agreement you have with us: ‘’in the event that we believe that if a user is abusing or attempting to abuse a bonus or other promotion, or is likely to benefit through abuse or lack of good faith from a gaming policy adopted by us, then we may in our sole discretion, deny any bonus or promotion, or rescind any policy in respect of that user, either temporarily or permanently.’’

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

We remain available for any further questions.

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.

KozBog

13 years ago

No updates. The communication with the casino is ended at the point I've updated you.

888 Casino Complaint Stats

Resolved 337 / 406

Avg. Amount $8,621

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, 246 out of 302 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

My account has been banned with no given reason

They banned my account, and I can't get in touch with them via live chat or email. My $200 withdrawal was also taken away. When I try to log in, it tells me to check my email, but there’s no explanation there as to why I might have been banned. I haven’t done anything wrong at the casino—which, by the way, is a very lacking casino.

Unresolved

$200

Verification Withdraw

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 :(

Resolved

€1,385

Withdrawal Stuck in Manual Review With No Estimated Timeframe

I am submitting this complaint regarding an outstanding C$9,000 withdrawal from 888casino, requested on October 1, 2026, via Interac e-Transfer.

My withdrawal confirmation ID is 988033366704.

As of October 8, my withdrawal remains in "Awaiting Process" status, with C$0 processed.

What I find particularly concerning is that I have successfully received several smaller withdrawals through the same payment method since requesting the C$9,000. These smaller withdrawals were processed quickly and without issue.

On October 5, I received a request from 888casino's Operations Team for additional verification, specifically a recent bank statement. I promptly submitted an official bank statement containing the requested information.

Since then, I have contacted customer support multiple times seeking an update. I have been informed that my withdrawal is undergoing manual review and has been escalated to the relevant department.

My primary concern is that 888casino cannot provide any estimated timeframe for how long this manual review will take or when I can expect my withdrawal to be processed.

Most recently, on October 7, customer support confirmed that the withdrawal had already been escalated but stated that they had no further updates regarding the outcome.

I fully understand and respect the need for identity verification and security procedures. I have cooperated with the documentation requests and am willing to provide any additional information reasonably required.

However, having C$9,000 pending with no indication of when the review will be completed is extremely frustrating, particularly when customer support cannot provide any meaningful information beyond advising me to wait.

I am requesting AskGamblers' assistance in obtaining a clear explanation of the delay, confirmation of whether any further verification is required, and a reasonable timeframe for completing the review and releasing my C$9,000 withdrawal.

Thank you for your assistance.

Resolved

$9,000

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

Resolved

$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