888 Casino SE - Player’s winnings withheld after unexpected self-exclusion.

Hi,

I requested withdrawl of $8125 and only $825 was sent to my email address and I went to ask support chat Josephine and I told her I have few bills to pay how long it will take to withdraw funds she asked some gambling questions I said I dont rely on gambling to pay bills but I want to pay bills with this money and just a sudden my account got logout and I got an email that self execution has been done for nearly 6months. I haven't ask to put any self execution, you can see our chat I never asked I was just asking how long it will take for the withdrawl. Out of 8125 I received and 825 and I am missing 7300 plus 800 which is still in pending

Please help me in this situation this is a lot of money.

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.

Dear Karna815,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you experienced with your withdrawal.

I have reviewed the Responsible Gambling Policy of the casino and found the following:

You have the option of self-exclusion on the websites we operate by (i) clicking on the respective self-exclusion logo on the website; or (ii) contacting Member Support at Kontakt@888.se. You also have the option of self-exclusion via www.spelpaus.se, where you can exclude yourself from all licensed gaming companies in Sweden.

To better understand your situation and assist you further, could you please answer the following questions:

1. Are you sure that you did not accidentally select the self-exclusion option on the website/ the temporary Self-exclusion option in your account, please?
2. When did you initially request your withdrawal of $8,125?
3. Can you confirm the exact date when you received the $825 payment?
4. Were there any notifications or alerts prior to being logged out of your account?

We hope to assist you in resolving this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petra

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hi,

Yes I am 100% sure i didn't click on self execution. I was having conversation with joesphine advisor regarding my withdrawal delay and she asked me do you rely on winnings to pay your bills and i said no and just a sudden account got locked.

I requested a withdrawl of 8125$ on December 16, 2025 and I only received 825$ on december 18, 2025. Rest are in the account

I have attached the screenshot of what email I got plus I have made another account with 888casino and tried to reach their chat support and I told them I never asked to put self execution, actually I didnt even use that word.

On my previous withdrawl from 5250$ I only got 4450$. $800 is still missing to be withdrawn. I have attached that screenshot aswell

So 7300 plus 800 which comes to 8100$

I am not interested to reopen account but I just want my funds to be deposited to my email address

Here is screen shot remaining funds which I looking to get from 888casino. Total 8100

Thank you for your reply and for providing the previous details, Karna815.

• Have you experienced any previous issues with your account or withdrawal requests?
• Could you provide any additional communication you had with the casino support? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread

Thank you again for your cooperation.

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

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

Dear Karna815,

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,

Petra