888 Casino - Player's account is closed and withdrawal is delayed.

On Saturday 11/10/25 I deposited £1000 and won £4500. The same evening I requested to withdraw this.

At 5am on 12/10/25 I received an email asking me to send a copy of my passport which I did. At 4pm the same day I received an email stating that my account had been closed but with no other information.

I have spent the entire week trying to find out when I will receive my withdrawal but am just being told that the payments team will contact me to confirm. I have had to send my passport another three times as they are saying that they hadn’t received it.

On Friday 17/10/25 I received £225 into my account from them. Nobody could give me any answers about that either. I just keep being told that my withdrawal is still being processed.

It is now Monday 20/10/25 and I still haven’t heard anything or received the £4250 that they owe me.

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Dear 8Black,

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, please, let us know and we will intervene and try to help you.

I have scheduled a follow-up for 4 days from now to check on the status of your withdrawal. Please notify us if your withdrawal is processed before then.

Thank you in advance for your patience and understanding.

Best regards,

Katarina

Hi,

I still haven’t received my funds from 888casino.

Kind Regards

Ross McCallum

Hi,

Are you able to submit my complaint now?

Kind Regards

Dear 8Black, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with 888 Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.  

• Was this your first deposit with this casino, please?
• Have you made any successful withdrawals before?  
• Have you accumulated your winnings with or without an active bonus? 

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, 

Katarina

Hi,

I have only made one deposit at the casino. This was for £1000 on 11/10/25.

I won £4500 without using any bonus. I always decline them if offered.

The same day I requested a withdrawal of the £4500.

On 12/10/25 I received an email telling me that my account had been closed because I’d had an account with William Hill in the past that had been closed. I don’t remember this but even if I did there is no way that I could reasonably know that these were the same company.

On 17/10/15 I received £225 into my bank account from them. Nobody has told me why.

iI have sent numerous copies of ID, selfies and selfies of me holding my ID but nobody will tell me what is going on.

I have been waiting for twenty days now.

Hi,

I have only made one deposit at the casino. This was for £1000 on 11/10/25.

I won £4500 without using any bonus. I always decline them if offered.

The same day I requested a withdrawal of the £4500.

On 12/10/25 I received an email telling me that my account had been closed because I’d had an account with William Hill in the past that had been closed. I don’t remember this but even if I did there is no way that I could reasonably know that these were the same company.

On 17/10/15 I received £225 into my bank account from them. Nobody has told me why.

iI have sent numerous copies of ID, selfies and selfies of me holding my ID but nobody will tell me what is going on.

I have been waiting for twenty days now.

Dear 8Black,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

I have forwarded emails to you

Dear 8Black

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Katarina

Hello 8Black,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter.

We would like to invite 888 Casino to join the conversation.

Dear 888 Casino,

I would be grateful if you could provide clarification regarding the reason for the delays in processing the player's withdrawals. This situation somewhat falls short of the timely and effective processing of withdrawals, which is expected in a reputable, well-rated casino.

Should there be any factors affecting the situation that cannot be disclosed publicly, please feel free to share them with me directly at michal.k@casino.guru

Hi Michal,

Upon checking, we confirmed that the withdrawal is being rejected by his bank.

Rest assured, this issue has been immediately escalated to our specialized team for investigation and processing. They are working to identify the exact cause and secure the payment.

Kind regards,

888 Support Team

My bank says that this is not the case. I have spoken numerous times to 888 customer service who keep telling that me that it is in a queue to be manually processed. This has been going on for 38 days now and they refuse to speak to the ‘payments’team and let me know exactly what is going on. I have told them that I can provide alternative bank details and card details if it makes it easier but I get no response.

Hi Michal,

I’m really sorry to hear about the inconvenience this delay has caused you, and I completely understand your frustration.

Your withdrawal request has been successfully submitted and is now waiting to be processed by our system. It will be completed within the next 24 hours.  In the meantime, please rest assured that your request is being handled, and we will notify you as soon as there is any change in status.

Kind regards,

888 Support Team

I have spoken to 888 Customer Service who have advised that my withdrawal has not been processed and they are unable to tell me when it will be. This has been going on for 40 days now.

Dear 888 Support Team,

Could you kindly clarify why the payment was once more not processed successfully?

Is there a possibility of providing an alternative payment method, as the current one appears to be facing difficulties?

Hi Michal,

I wanted to update you regarding your recent withdrawal request. , Can confirm that your funds have already been successfully processed via Trustly in the amount of 4,275 GBP.

Thank you for your patience throughout this process. If you have any further questions or need additional assistance, please feel free to reach out.

Regards,

888 Support Team

Dear 8Black,

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.

Hi. I have now received my funds. Thank you so much for your help in resolving this.

Hi 8Black,

Thanks so much for updating us, we really appreciate you taking the time to confirm that the funds have reached you. We’re genuinely glad to hear everything has now been sorted out.

If you ever run into anything else in the future, whether it’s a question, a concern, or just something you’d like us to double-check, don’t hesitate to reach out. We’re always here to help however we can.

Wishing you a great day ahead, and thanks again for the follow-up.

Kind regards,

888 Support Team

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear 8Black,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Michal

Casino Guru