888 Casino Ontario - Player’s withdrawal has been delayed.

I am writing to formally file a complaint against 888 Casino regarding ongoing issues with my account that have persisted since January 2025. Despite multiple attempts to resolve this through their feedback system and a formal complaint submitted on February 19, 2025, I have yet to receive a satisfactory resolution. Below is a detailed account of my experience.

On January 30, 2025, I created an account with 888 Casino, and after registering, I received a welcome email and an additional email regarding responsible gambling. I made an initial deposit of $5,000 using my RBC credit card and subsequently requested a withdrawal of $7,500 after winning. I received confirmation of the withdrawal but was asked for account verification, which I promptly provided by submitting my driver’s license via live chat and the verification portal.

After some time, I reversed my $7,500 withdrawal and won an additional $3,500, bringing my balance to $10,000. I requested a $10,000 withdrawal on January 31, 2025, but later reversed this request after winning an additional $2,500. On February 1, 2025, I reversed the withdrawal again and ended up losing all the winnings by February 8, 2025.

On February 8, 2025, I was contacted and requested to complete my verification by submitting a copy of my credit card (with the middle digits blocked), which I did promptly. However, the verification was still not completed, and I continued to face issues when attempting to withdraw funds.

Deposits and Withdrawals: Issues and Cancellations

Despite being unable to withdraw due to the verification process, I continued to make deposits. Below is a summary of my deposit attempts:

January 30, 2025: $5,000 – Approved (Visa)

February 13, 2025: $5,000 – Approved (Visa)

February 17, 2025:

$5,000 – Approved (Visa)

$10,000 – Approved (Visa)

$10,000 – Declined (Visa)

$9,000 – Declined (Visa)

February 20, 2025: $10,000 – Approved (Visa)

February 25, 2025:

$10,000 – Approved (Visa)

$10,000 – Declined (Visa)

$2,000 – Declined (Visa)

March 4, 2025: $15,000 – Declined (Visa)

These deposits, totaling $98,000, were either canceled or returned to my account when I requested withdrawals.

Withdrawal Requests and Declines

On February 21, 2025, I requested a $22,000 withdrawal, which was declined on March 17, 2025, due to missing documents. On February 24, 2025, I requested additional withdrawals totaling $76,000, but these were also declined without clear explanation. Customer service was unable to provide answers on why the withdrawals were declined, leaving me frustrated and without my funds.

Document Submission and Delays

I repeatedly submitted the required documents throughout this process, yet I faced constant delays and further requests. The documents I provided included:

February 20, 2025: Bank statement

February 23, 2025: Void cheque

March 3, 2025: Proof of registered address (utility bill)

March 5, 2025: Credit card statement (with relevant transactions redacted)

March 11, 2025: Source of wealth documents, including pay slips and tax returns

Despite submitting everything requested, I continued to receive requests for additional documentation, even though I had already provided it.

Customer Support Responses

Every time I contacted customer support, I received the same response:

"I’m sorry to hear about your experience. I will escalate this to the relevant department to address your large withdrawal. Thank you for bringing this to our attention. We will notify you via email once your withdrawal is processed. If there are any delays or additional documents required, we will provide you with the reason for the hold-up. Thank you for your patience."

This generic response did little to address my growing frustration, as it did not provide any substantial progress on my issues.

Request for Casino Guru's Intervention

Given the ongoing issues, I am now requesting that Casino Guru intervene to help resolve this matter. I have followed the verification process, submitted all requested documents, and am still unable to access my funds or receive clear communication about my case. The lack of transparency and accountability from 888 Casino has caused significant distress, and I request that Casino Guru assist in escalating this issue.

Conclusion and Request for Resolution

Despite following the casino's procedures and providing all necessary documents, I have faced nothing but delays, confusion, and a lack of communication. I am unable to withdraw the funds that are rightfully mine, and I have been given vague, unhelpful responses from customer support. I kindly request that Casino Guru intervene to ensure that this matter is resolved swiftly and fairly.

I expect 888 Casino to process my withdrawal promptly, provide clear explanations for the declined transactions, and ensure that their verification process is completed in a reasonable time frame. I look forward to a resolution.

Thank you for your attention to this matter.

Dear Shamarl,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Could you please confirm if there are any withdrawal requests currently pending on your 888 Casino account? If so, kindly provide a screenshot of your account showing the pending withdrawal request.

Could you inform us of the exact amount you wish to withdraw and the current balance available in your account?

Have you provided all the required documents as soon as possible and in the correct format?

Have you received any confirmation from the casino regarding the successful completion of your verification process?

Send emails or chat transcripts to my email at [email protected], or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Dominika

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hi Dominika

Yes I still have all of my withdrawals pending on 888 Casino, I requested these funds in February, after a month in March I received an email indicating that they were declined. I will forward the conversation screenshots to the email that you provided.

The exact amount in question is $90000.

The casino has asked for a picture of my credit card which was used to deposit covering the middle numbers, utility bill, credit card statement, bank statement, paystubs, source of income supporting information ie my paystubs tax notice of assessments. Each of these request were made 1 -2 weeks apart from 888 Casino.

These requested documents were all submitted and I received emails indicating so. I also submitted my T4 just in case.

Via Online chat, it has been confirmed that my account is verified.

The last communication they requested details about my net profit from the other Casinos that I used which I submitted in detail to them yesterday, I will forward that to you. In this conversation you will seen the the screenshots my current pending withdrawals since March 17th and March 19th along with the initial withdrawal request that were made near the end of February which were declined.



Dear Shamarl, have there been any updates since your last message?

Has the casino accepted the source of funds information from other casinos that you submitted recently?

i Dominika, as of today no real updates. I submitted what they requested on Sunday April, 6th 2025. I submitted the request to several 888 emails ie support, operations, zendesk. I recieved an email on Tuesday from the Zendesk email indicating that they have recieved them and they have forwarded them to the relevant departmart.

For context, I sent them 3 months bank statements, credit card statements, paypal statement, casino net position screenshots, along with emails directly from other casinos that I have use.

I provided to them a lenghty email detailing every transaction in and out of my bank account. I sent an email to them again on Thursday April 10th 2025, requesting an update. I didn't even get the generic email saying that I should recieve a response in 72 hours. I spoke to online support yesterday and was told that my account is already with the relavant department and rest assured when everything is done my withdrawals will be processed, the same generic responses for the past few months. Chat said that they don't want to make a mistake processing the withdrawals. This has been the trend they ask for documents, and don't provide any updates for weeks at a time, zero clarity.

Also my withdrawals were also all declined last week, one on Monday April 7th and the remaining on Wednesday April 9th, I submitted a request again for the withdrawals.



This morning I was asked for additional documents that have already been submitted to them. I complied again even and submitted my Gas utility Bill, bank statement, and my void cheque. though the agent confirmed that they were already on file. She then mentioned that my address wasn't verified even though they already have, bank statements, credit card statements, utility bills to name a few. I've submitted these documents through the secure online verification system, and also through email, and I also have mutiple emails confirming that they have recieved it. Their chat continues to be of 0 help and do not provide any actual answers.

Funds received today at 12pm, case resolved.

Dear Shamarl,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Dominika

Casino.Guru