Complaint #377 888 Casino

Inadequate Self Exclusion Checks

By Anthony M.

8 years ago

I refer to to my accounts with: 888.com moongames.com vegasspins.com & SecretSlots.com - which as I understand, are all entities under the 888 Group.

Having realised I was suffering from a compulsive gambling addiction, I requested that a full self exclusion period was placed upon my 888 account on 06/19/2017 . However, on the 5/03/18 i was able to open an account with VegasSpins.com and deposit £105 then on 04/05/18 I was able to open an account with www.moongames.com and make deposits totaling £630 i have contacted secret slots for my transaction history as I have also self-excluded from there. I was able using the same details as previously registered with 888, including: billing address, registered card details, paypal account, email address, IP address and usernames.

Upon registering with 'Moongames', I was allowed to make deposits totaling £630 and £105 with Vegasspins, there are also £350 worth of paypal deposits to 888 casino between 27/10/17 and 06/01/18 that i assume were secretslots or another 888.com entity - despite having a self exclusion ban placed on the account. As a 'responsible gaming provider' - that has a duty to help prevent compulsive usage - I am very disappointed that 888 holdings have failed to enforce their self exclusion policy/responsible gambling policy. No checks were made - which resulted in financial losses.

I have sought advice on the above and I herby request that:

i.) 888 holdings close my Moonspins, vegasspins and any other account in my name registered with a 888 group/Cassova Casino
ii.) 888 holdings provide a refund of the deposited funds, because of their inability to/inadequate checks for self exclusion.

Disputed Casino 888 Casino

Reason Other

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.

axgod2

• United Kingdom

4 years ago

I requested self exclusion from the site itself, their claim is that I didn't select bingo sites. I did not have the option to select sites. I requested self exclusion and selected 5 years, if I can sign up for other sites and still play slots then how is this self exclusion!

AskGamblers

• Support Team

4 years ago

Dear axgod2,

Please make sure to update your complaint accordingly and support your statements and claims with relevant evidence. Such proof should be:

uncropped email where you have requested self exclusion with all details clearly visible

In case you fail to respond and/or provide requested information within the 96 hours, we will have no other choice but to close the case as resolved and recommend you to forward it to the relevant regulatory body instead.

Thank you in advance.

axgod2

• United Kingdom

4 years ago

As I have said all along the screenshot attached is meaningless as as it was not something I was ever presented with. When I self excluded I certainly did not leave bingo sites unselected and don't believe I was given the option too. The money taken from me in was to play slots of which is what I instructed you to self exclude me from.

So this complaint is still not resolved

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.

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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

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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

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Blocked Withdrawals and Repeated Account Verification

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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.

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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).

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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,

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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.

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888 Canada Withdrawals Pending Since July 8 Despite Completed Verification

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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

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

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