The player from Austria had been trying to withdraw €3,691 since October 25, 2025, but 888casino had not processed the payment due to issues with verifying his proof of address. Despite multiple uploads and attempts to contact support through various channels, he had received no substantive response for weeks. After intervention from the Complaints Team, the player's bank statement was finally approved, and his pending withdrawal was reprocessed via wire transfer within 24 hours. The player confirmed that the payment had arrived successfully, and the complaint had been marked as resolved.
888 Casino - Player's withdrawal is delayed with no response from casino.
Resolved
Our verdict
Case closed
Amount: €3,691
888 Casino
Safety Index:Above averageCase summary
Discussion
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3 months ago
Translation
Hello everyone,
I hope someone here can help me or has perhaps had a similar problem.
1. Payment requested (25.10.2025)
I have requested a payout of €3,691.
2. Email from 888casino on October 29th.
I received a message stating that a refund to my card was not possible and that I should therefore upload my proof of address so that the payment could be made via bank transfer (wire transfer).
I uploaded the proof of address immediately.
3. Multiple document uploads
I have uploaded my proof of address (current bank statement) several times:
in the official 888casino upload area
multiple times via email
Additionally, in the Mr Green live chat, because:
The 888 phone support mistakenly told me to contact them there,
888casino no longer offers live chat.
Mr Green support told me twice that they would "forward" my documents.
4. Attempts to contact via email
I wrote to the following 888 addresses:
transaction@888brands.net
From support@888casino1.com and from complaints@888.com I only received an automated confirmation of receipt, but no answer to my request.
So far, no substantive response has been received from any of the other contact addresses.
5. No response for weeks
I last wrote to the complaints office on November 17th.
Today is November 25th, and I still have no answer or information on whether my documents have been accepted or when the payment will be made.
6. My next step
If I still don't receive a response, I will submit my case to the Malta Gaming Authority (MGA).
Question for the community
Has anyone had similar experiences with 888casino?
How did you deal with such situations?
Thank you for reading.
Marco
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3 months ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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3 months ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Have all your documents been successfully reviewed and approved during verification, apart from your bank statement?
- Have you made sure to upload your bank statement in the correct PDF format, and does it cover the most recent 3 months?
- Does your bank statement contain all the information necessary to confirm your address?
- When was the last time the casino responded to any of your messages?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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3 months ago
TranslationHello Veronika,
Thank you for your message.
1. Were all your documents successfully reviewed and approved during the verification process, with the exception of your bank statement?
Unfortunately, I never received confirmation from 888casino that my documents were verified. However, I uploaded all the documents correctly multiple times – both via the 888casino upload section and by email. I never received any confirmation that anything was approved.
2. Have you ensured that your bank statement was uploaded in the correct PDF format and covers the last 3 months?
Yes, my bank statement was uploaded in the correct PDF format and fully covers the last 3 months. It also contains all the necessary information (name, address, IBAN, bank logo, etc.).
Does your bank statement contain all the necessary information to confirm your address?
Yes, all information is visible and complete.
4. When did the casino last respond to one of my messages?
I received the last 'response' from the casino on November 17th, but it was just a standardized message from the complaints department confirming receipt of my complaint and stating they would get back to me within eight weeks. I haven't received any substantive answers to my questions regarding my withdrawal.
On November 25th, I received yet another automated system email stating that my withdrawal attempt had been rejected again. This was not a response to my message to support, but a purely automated notification.
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3 months ago
Dear Marco_Paolo
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, Karla (karla.m@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,
Veronika
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3 months ago
Hello Marco_Paolo,
My name is Karla and I will be assisting you with your case from now on.
Thank you very much for all the information you have already provided — I truly appreciate your cooperation, especially given the long delay you have been facing.
To ensure full transparency and help move this case forward, I will now reach out to 888 Casino via email and also invite a representative to join us directly here in this complaint thread.
Dear 888 Casino,
Could you please provide additional details regarding this withdrawal delay and clarify the current status of the player’s transaction?
We would also appreciate it if you could share any relevant internal information, system notes, or documentation that may help us understand why the player’s proof of address has not been verified for several weeks and why the withdrawal continues to be rejected automatically.
Your cooperation is essential for resolving this case promptly and transparently.
Thank you in advance for your assistance.
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3 months ago
Hi Karla,
We would like to inform you that your concern has already been escalated to our specialized team for further review.
We appreciate your patience and will provide you with an update as soon as we receive feedback from the team.
Thank you for your understanding.
Best regards,
888 Support Team
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3 months ago
TranslationHello Karla,
Thank you for your support.
I would like to confirm that I have already submitted all requested documents several times via the upload section of 888casino. In addition, I also sent the complete documents – including my bank statement with all required information (name, address, bank name, IBAN, BIC, issue date within the last 3 months) – most recently on November 28th directly by email to complaints@888.com I sent the document and also uploaded it again via the provided upload link. The Complaints department confirmed receipt on November 30th and informed me that the document would be forwarded to the responsible employee.
Despite these multiple submissions, I continue to receive automated emails requesting me to submit the same documents again. To date, I have received no concrete explanation as to why my documents are repeatedly not being processed.
I was last in contact with Mc (that's his name) from the Complaints department. However, since yesterday I haven't been able to send any emails to him. complaints@888.com I can't send any messages because every one returns with an error message (Mail Delivery Failed). At the same time, I received a message stating that my case will be closed in 4 days if I don't reply – even though a reply is technically impossible.
Therefore, I am very grateful for your support and hope that 888casino will finally complete the verification and the payout will be processed without further delay.
Thank you very much and best regards,
Marco
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3 months ago
Hi Marco,
Good day!
We’re pleased to inform you that your bank statement has been approved and your bank transfer details have now been updated. Your pending withdrawal will be reprocessed via wire transfer within the next 24 hours.
Thank you for your patience, and please feel free to contact us if you need any further assistance.
Kind regards,
888 Support Team
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3 months ago
TranslationHello, thank you for your message.
Please ensure that this payment is sent exclusively via bank transfer (wire transfer) to my verified bank account.
Several withdrawal attempts to my debit card have already failed.
Thank you!
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3 months ago
Hello,
Thank you very much for the update.
Marco_Paolo — once the payment is successfully issued to your bank account, please let me know here in the thread so I can update the status of your case accordingly.
Thank you for your cooperation, and I truly hope the withdrawal is completed without any further delays.
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3 months ago
TranslationHello Karla, hello dear CasinoGuru team,
I'd like to let you know that my payment has arrived successfully today. Thank you so much for your support and dedication throughout the entire process.
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3 months ago
Dear Marco_Paolo,
We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.
As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Karla Mayfly
Casino.Guru
