888 Casino - Withdrawal of player's winnings has been delayed.

Hi, I won money on Sunday 6 April 2025 and withdrew £200 and 3 lots of £100. It said the money was pending for over 24 hours so I reached out to their live chat. I noticed when I went to deposit it said my account was restricted. I reached out about both issues and was told they couldn't tell me why the account was restricted but it would not impact the withdrawal. I reached out again on Tuesday as the withdrawal had still not been processed. This time I was told it would impact the withdrawal. I asked to raise a complaint and asked for a DSAR (neither have been acknowledged properly). I asked for their complaint procedure which they refused. I got an email on Wednesday from them saying they were very sorry and understood my frustrations, the account wss restricted due to an internal investigation but they would pass my account to another team to see if they could help expedite thr withdrawal. They ended the email with I you have any concerns or questions don't hesitate to ask. I have since sent 3 emails with no replies. There is no reason for this other than I've won money (for a change). I am getting nowhere with them. Can you please help me

Dear Flakey05060810,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear Flakey05060810,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Flakey05060810,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Nick
Casino.Guru