888 Casino Ontario - Player's withdrawal request is delayed.

I have deposited thousands and thousands of dollars with zero issues. I gave up trying to win on this site so tried to withdraw the rest of my money $10,336 total and haven’t received it, nor have heard anything back from them, also they took the time to delete my account so I can’t even get in contact with the useless online chat they have. It’s been over a week since I withdrew my money when they said they would contact me within 72 hours. Haven’t heard a word from them. They also have never picked up the customer service phone number I had to find on google. 

Dear Ginog,

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 that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Has the casino specified any reason for the account closure?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

Is the casino you selected correct? As the casino is only for Sweden, and you are from Ontario.

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

Hello,

yes I have verified my account multiple times with them with no response.

just for clarification, these aren’t even winnings I withdrew.. this is literally the rest of my money I had in my account after losing thousands I gave up trying to win so pulled out the rest of my $10,336 before I lost that as well. -so no it was not in a bonus.

the casino is called 888casino, Supposedly it’s legal to play in Ontario.. before playing everytime it checks my location to make sure.

i have attached the screenshot I have from e mail I got of the withdraw. I sent to your e mail some screenshots I have from e mail with them. there was a lot more communication on the live chat on the app but I can’t access it as they closed my account. But it was just them on repeat stating "my issue has been escalated to the relevant team that will reply back within 72 hours" but haven’t heard anything from them for over a week now.

Dear Ginog, I have checked the terms and conditions, and this is what I found:

"Our expectation is that our members will deposit in order to actively play with their own funds. On accounts where this does not seem to be the case, we reserve the right to enforce a wagering amount on your deposited funds, before allowing any withdrawal from said account. This wagering amount will be a multiplication of the total deposited funds, which we will specify depending on the case (for example 1 x the deposited amount). We reserve the right to require this wagering to be performed in specific games, and to exclude certain low risk bets or game types, at our discretion." 

It means that if you have deposited €10, you need to place bets in the amount of €10 before you’ll be able to withdraw your winnings. It is not unusual for a casino to have this rule. Some casinos require deposit wagering 1x, some 3x, but you can find casinos with even higher wagering requirements for deposited money. I would recommend contacting the casino and following the instructions. Alternatively, if you don’t wish to complete the wagering requirements, inquire for more information regarding the cost of transaction processing.

Has the casino specified any reason for the account closure?

there is no way for me to contact this casino..this is why I contacted you.. I have tried every way. I’m not sure what you are saying right now. I have deposited and bet a lot of my money. I have wagered way above. All of my funds over and over. So this is not the case. Everything I deposit I lose right away and then deposit more. I have lost a lot of money at this casino. I simply went to withdraw the money I had left.. I had $31,000 in my account and then got down to $10,336. So what is it that you are telling me? I had to lose it all? I’m very confused… no they did not give me any type of reasoning for closing my account. And why would they send me an e mail stating my withdraw amount and confirmation number if whatever you are talking about? Are you saying that I will not be getting my withdraw?

Whatever the case here, this casino is in the wrong, not me. I deposited lots of money and played it all. Them taking my money and not giving me my withdraw and not responding to me or not keeping me updated and deleting my account and not answering any phone calls and not staying within this 72hour time frame. Is a HUGE problem.. and it is not LEGAL. In ANYWAY. Now question is, do I contact a lawyer. I will sue this organization for every penny that I deposited into my account, I would have never played if I knew that the system was rigged and wasn’t allowed to win OR EVEN GET SOME OF MY MONEY BACK. This is ridiculous.

lol you guys are more useless then 888 casino !!

Dear Ginog, should we take your recent comments to mean that you are no longer interested in our assistance with your complaint?

How in any way are you assisting me..?

Dear Ginog, could you please confirm whether the amount you attempted to withdraw was the remaining balance after wagering your total deposits at least once?

Have you received the money or any response from the casino explaining why your casino account was closed?

Yes I confirm.

no I have not received any of my money, nor have I received any responses from this 888 casino. They have not given me any kind of updates or any kind of information about anything at all. They are still requesting the same documents that I have already sent them 4 times. I am currently in the process of hiring a lawyer and suing them for not only not giving me my withdrawal, but for also giving me back every penny I deposited into that account.

Dear Ginog, could you please advise which documents you have already provided and when exactly did you send the last one?

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

I have provided all required documentation.. the void cheque which they requested and also all supporting banking information that they requested and sent back right when they asked for it. The last one I sent over for the fourth time.. was on March 13th 2025 at 9:50am.

Dear Ginog, did you play casino games or bet on sports?

Are you still unable to access your casino account?

Just to clarify, did they ask for some documents after closing your account?

Is it possible that your account is only blocked until you successfully complete the verification process?

Played casino games. Yes I am still unable to access my account they have it disabled without explanation.

no they asked for documentation before closing my account, not after. I have no ideal as to how/why they keep asking for the same information for verification. Either way, them closing my account is not my concern as of now. I just want my money that they owe me.. my withdrawal.

Thank you very much, Ginog, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Thanks

Hello there,

Thank you Ginog for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask 888 Casino Ontario for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their funds.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi Ginog,

I just wanted to inform you that since Peter, your assigned resolver, is currently on vacation, I’ve extended the complaint timeline by an additional 7 days. Peter has the most in-depth understanding of your case and has been in direct contact with the casino, so we believe it’s best to wait for his return.

We truly appreciate your patience, and I assure you that Peter will get back to you as soon as he’s available.

Thank you again for your understanding.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Ontario iGaming Authority (https://igamingontario.ca/en/player/player-support) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter