888 Casino - Player’s withdrawal is delayed and unprocessed.

Background of the Issue

Withdrawal Delays and Lack of Transparency:

I initially requested a withdrawal of my funds from 888 Casino, only to be informed that there was an issue with the transaction. I contacted their customer support team numerous times but received conflicting and vague responses. Specifically:

I was told the funds were being processed.

Later, I was informed that there was an issue, but no clear explanation was provided regarding the cause of the delay.

Customer service representatives (CSRs) stated that the funds were rejected but had no information regarding any pending transactions or communication from the payment department.

Incorrect CSR Information and Lack of Escalation:

Upon contacting GigaDat Solutions’ CSR team, I was told that they had no record of any pending e-transfers or other transactions associated with my email, even though all my information was correct on the merchant’s site (888 Casino). This lack of coordination between the casino and their payment processor created further confusion.

I was repeatedly assured that the issue had been escalated to other departments for resolution, and I was promised a response within specific timeframes.

Unfortunately, none of these promised timeframes were honoured, and I was left waiting with no updates or resolution to my case.

Financial Hardship:

Due to the uncertainty and repeated delays, I had no choice but to reverse the funds back into my account. However, given the lack of clarity surrounding the withdrawal process and my financial situation, I was forced to spend the money. This situation has left me in a financially vulnerable position and caused significant stress.

Hello aerhynbracken,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 888 Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Did you accumulate your winnings with real money or did you use a bonus?
• When was the last time you spoke to the casino and what was it about?

Please note that if you have already lost the balance, there is no entitlement for any kind of refund or such.

Looking forward to your answer.

Regards,

Nick

Could you please advise if your account is already verified and if yes, since when exactly?

answer- I have verified my account years prior and have had been paid out by the casino before using both methods of payment, I.E. e-transfer and wire withdrawal.

Did you accumulate your winnings with real money or did you use a bonus?

answer- I did not use a bonus for the money withdrawal.

When was the last time you spoke to the casino and what was it about

answer- Hello. I can see that your concern is about missing withdrawal.

Ivan - 8:21 AM

yes i would like to talk to a supervisor please

You - 8:22 AM

May I check this first on your account?

Ivan - 8:23 AM

yes.

You - 8:23 AM

Thank you. Please hold on for one moment

Ivan - 8:23 AM

i want to add some new information to my

You - 8:25 AM

Thank you for the patience, Aerhyn

Upon checking your account, I can see that our payments team has process this withdrawal once again on your interac account today and Gigadat will be sending you an email for the password of this withdrawal.

Ivan - 8:28 AM

no. i followed up with this. please read the emails i sent

You - 8:28 AM

Alright, I understand. Please allow me to forward this information to our Payments team for assistance. We will contact you via email once they have responded on this matter. Thank you.

Ivan - 8:29 AM

I don't know where they are sending it because they don't have my account

they tell me I have to deal with it here

You - 8:30 AM

I understand that. Don't worry, I will be forwarding this to our Payments team for further assistance. Thank yoiu.

AM

 - 8:55 AM

Jan 22

I would like a list of the last 10 notifications I have received

You - 9:35 PM

Thank you for reaching out! Our support line is currently closed from 12:00 AM to 8:00 AM UK Time.

In the meantime, you may find the answer to your question if you visit our Help Centre: Help Centre Page: help.888.com/hc/en-gb

We’ll be happy to assist you once we’re back during our operating hours, from 8:00 AM to 11:59 PM UK Time. Thank you for your understanding!

Amanda - 9:36 PM

Conversation closed by the agent  - 9:36 PM

Jan 23

i am looking for a history of all my notifications for the last 30 days.

You - 10:36 AM

👋 Hi! I'm Amanda, the support chat bot .🤖

Please select an option from this list below 📝👇 so I can get you the right help 😎

Amanda - 10:36 AM

live agent please

You - 11:25 AM

👋 Hi Aerhyn! You’re speaking to Amanda. I'm your Digital Assistant 🤖

I can help with most queries. Give me a try and select one of these options. Don’t worry if I can’t help, I’ll pass you over to our human colleagues.

Please select an option from the list below that matches your query 📝👇

Amanda - 11:26 AM

other issue

Thanks for waiting. I'll reply as soon as I can.

Info - 11:27 AM

Hello, how are you? my name is Matt, how can I help you today? :)

Matt T - 11:28 AM

yes i am looking for a history of my notification from the last 2 weeks.

You - 11:28 AM

Let me check I can manage to send you that.

Can you clarify what notification you want to look for?

Matt T - 11:34 AM

In particular pertaining to withdrawal rejections.

You - 11:34 AM

I see. can you please verify your email address here?

Matt T - 11:42 AM

aerhynbracken@gmail.com

You - 11:43 AM

Thank you I will send your request to your email you provided.

Is there anything else I can assist you with?

Matt T - 11:44 AM

yes.

can you send my entire chat history too

You - 11:46 AM

I'm sorry there's no option for us to do that. :(

Matt T - 11:49 AM

ok.

You - 11:49 AM

But I will try to raise this request.

Matt T - 11:50 AM

I want to verify I have received your other email before I let you go.

You - 11:50 AM

Yes?

Matt T - 11:51 AM

if I have any other disputes or concerns what department o I eamil?

You - 11:51 AM

We don't have complaints or disputes via email. live chat are the only way we can assist you further.

Matt T - 11:53 AM

i open the email and it comes with a link in your email you sent me but it is not working.

You - 11:54 AM

I would recommend you to delete the "Cookies and Cache", as well as the temporary Internet files. Instructions on how to do this can be found at the link below:

https://888-external-en.custhelp.com/app/answers/detail/a_id/12052

1. Close the app/web application

2. Terminate the open apps on the mobile / tablet / PC.

3. Restart the device. - Not a must but recommended - this will make sure that the application was closed.

4. Return to the email

Is there anything else I can assist you with?

I hope that I was able to assist you. A survey will appear after I end this chat. I will very much appreciate it if you would be kind enough to take a minute and rate your experience with my service today. Thank you so much and Have a nice day!

Matt T - 12:00 PM

Conversation closed by the agent  - 12:00 PM

Help us improve by rating your conversation with our member of staff.

Survey Bot - 12:00 PM

 - 12:15 PM

The date of the live chat conversation was Jan 23 2025, the start of the dispute was Jan 16th 2025. The issue was multiple attempts to withdraw money being rejected without resolution in both payment attempts. Email example evidence 1. Hi ​Aerhyn​,

 

Your recent withdrawal from your ​888casino​ account was processed and your funds were sent to Interac e-transfer.

 

Find here on how to claim your funds:

 

Interac e-transfer will take an additional 1- 3 days to prepare your funds for claiming.

 

Once the funds are ready for claiming, a password will be sent to you via email directly from Gigadat. ​888casino​ does not have access to these passwords, as these are generated solely by Gigadat. Obtain the passwordand submit it directly in the e-transfer mobile application in order to claim your funds.

 

You have 30 days to claim your funds, otherwise they'll be returned to your ​888casino​ account.

 

The claim process must be repeated each time you receive a withdrawal, or parts of a withdrawal, to Interac e-transfer.

 

In case you need to update your personal details with Interac e-transfer or request a new password to claim your funds, please contact Gigadat directly at csr@gigadatsolutions.com .

Also make sure that your personal details on your ​888casino​ account are always up to date. You may double check and edit them in the 'My Account' section under 'Personal details' after logging on to your ​888casino​ account.

 

Thank you for your time and cooperation.

 

Regards,

888casino

http://ww

Email evidence 2. On Tue, 21 Jan at 5:31 AM , Aerhyn Bracken <aerhynbracken@gmail.com> wrote:

Caution: This is an external email. Please be cautious when opening attachments or links in this email.

In one of the emails it tells me to contact this department to address the issue. 

On Tue, Jan 21, 2025 at 4:29 AM Aerhyn Bracken <aerhynbracken@gmail.com> wrote:

On Tue, Jan 21, 2025 at 4:27 AM Skyler CSR <csr@gigadatsolutions.com> wrote:

Hello,

Again, as nothing appears in our system under your information, you will need to reach out to your merchant's customer support team and ask them if they have processed this on their end.

Skyler | Gigadat

Customer Care Specialist 

On Tue, 21 Jan at 5:21 AM , Aerhyn Bracken <aerhynbracken@gmail.com> wrote:Caution: This is an external email. Please be cautious when opening attachments or links in this email.

Hello aerhynbracken,

If your withdrawal gets rejected, you have to request a new one - try new methods as well.

Keep in mind that every withdrawal may take up to 14 days to be processed so we always advise to wait for that period.

Another cause of the failed transactions may be some missing verification of your documents.

Unfortunately, as you have lost your balance, the initial issue is no longer relevant as it is not refundable.

If you are still experiencing issues with the casino, I would advise to chose a different casino to play in.

Is there anything else we could assist you with?

Regards,

Nick

My documents were in order. I was asked to contact their payment department but was rejected because the information the payment department had was not the same email were I was messaging them from. Altho all my information to the casino was correct and I have proof of, not and not only this but I have withdrawal money before with little trouble but success. The only update is my email address that was for auto deposit what was cleared by live chat that there was no problem.

This is the last email I sent to the casino and I am waiting for a response. Your response is nothing short of deflection, and it speaks volumes about how 888 Casino operates. Instead of addressing the fact that your company has intentionally obstructed my withdrawal, you are attempting to pry into my personal finances and well-being—an absolutely manipulative and predatory tactic designed to shift blame onto the customer rather than acknowledge the systemic failures of your platform.

Let me be clear: this is not just an issue of financial loss, but of deliberate exploitation of customer vulnerabilities. The way your company mishandles withdrawals creates financial instability, emotional distress, and psychological entrapment for those affected. You stall, reject transactions without proper explanation, and force customers into a cycle of frustration, where their only perceived options are to either keep gambling or give up entirely. This is nothing less than coercion, and it preys on the most financially and emotionally vulnerable users.

Your business model exploits a well-documented psychological vulnerability—the desperation created by financial uncertainty. When you withhold funds that rightfully belong to a player, you create a state of panic, forcing them into a situation where they may feel pressured to keep playing in hopes of resolving their financial distress. The delayed responses, contradictory instructions, and lack of transparency are all designed to increase this sense of helplessness, making it harder for users to walk away.

Your company’s deliberate obstruction of my withdrawal did not just cause financial hardship—it forced me into a situation where I had no choice but to spend the very money I was trying to secure. The delays, contradictory instructions, and lack of transparency left me financially and emotionally trapped, creating a scenario where I was pushed into making decisions I never should have had to make. Now, I am demanding a refund for the funds that were effectively taken from me through this manipulative process.

Your system exploits vulnerabilities at their peak. By denying my withdrawal and failing to provide clear instructions, you created a manufactured crisis that preyed on my desperation to access my own money. Instead of being able to pay for essential expenses and maintain stability, I was thrown into a spiral of stress, uncertainty, and emotional turmoil. The financial pressure led to severe consequences in my personal life, straining relationships and leaving me in a state of constant anxiety, frustration, and helplessness.

This situation did not just affect me—it impacted my family and loved ones. The stress of fighting for my own money put me in an emotional state where I was unable to be present for the people who rely on me. The tension caused arguments, distrust, and emotional disconnection between myself and those closest to me. The financial strain forced difficult conversations, adding unnecessary burdens on relationships that should never have had to bear the weight of your company’s negligence.

Your tactics do more than just harm individuals—they break families apart, destroy trust, and leave people feeling utterly alone in their struggles. And yet, instead of taking responsibility, you ask intrusive questions about how this has affected me—as if the suffering your system has caused is somehow my burden to prove, rather than yours to prevent.

I am not simply requesting a refund—I am demanding accountability. The funds that I was unable to withdraw when I needed them must be returned in full. I will not allow your predatory tactics to go unchecked. If this matter is not resolved immediately, I will escalate it to legal authorities, regulatory bodies, and the media.

I expect a prompt and unconditional refund along with a direct acknowledgment of your company’s failure in handling this matter. Any further delays, deflections, or attempts to shift responsibility will only reinforce the need for a wider investigation into 888 Casino’s exploitative practices.

For someone in financial hardship, this tactic is devastating. When you denied my withdrawal, you didn’t just delay a payment—you created a manufactured crisis, leaving me with no control over my own money. You made it impossible for me to access funds I had rightfully won, then forced me into a position where I had no choice but to reverse the transaction, only for it to be rejected again. And when I sought answers, I was met with nothing but deflection, silence, and vague reassurances.

In regards to the complaints specialist comments. An online casino with all the proper information, especially after withdrawals have taken place before should have no reason for inaccurate processing delays. This investigations or help for this third party platform is laziness or willfully blind to curb responsibilities onto customers who are vulnerable trying to get their money. A transaction from customer to casino can happen in seconds while you are stating that the responsibilities are on the consumer to wait a period of 14 days to be paid?

Dear aerhynbracken,

The recommended withdrawal period we mention applies to all players across all casinos as an average processing time. As previously stated, it is the player's responsibility to either wait for the payout or choose to play with the balance.

If you are experiencing gambling-related difficulties, I strongly encourage you to consider requesting self-exclusion to prevent further losses.

Since the balance has already been lost, the initial issue of delayed payment is no longer applicable, and we will now proceed with closing the complaint.

Please note that if your withdrawal has been pending for less than 14 days, patience is required. However, if it exceeds this period, we would be happy to assist you further.

Best regards,

Nick