888 Casino Ontario - 플레이어의 출금이 지연되어 계정이 비활성화되었습니다.

I’m an Ontario player on 888.ca (regulated Ontario site). My username is Cadutchian.

I made a large withdrawal that has still not been paid, and the way it has been handled feels misleading and unfair. I’m hoping Casino Guru can help mediate.

Timeline

• 24 October 2025 – I requested a CAD $20,000 withdrawal via Interac from my 888.ca account.

• The cashier showed the withdrawal as "Awaiting Process".

• I also disabled the "reverse withdrawal" option on my account specifically so the funds could not just be returned to my balance and re-gambled.

• Late October – early November – 888 started asking for additional documents.

• I was asked for ID, proof of address, and full bank details.

• I provided everything multiple times: government ID, proof of address, a BMO void cheque, the BMO "direct deposit info" screen with my name, transit, institution and account number, plus a cheque image.

• I sent these through their document upload portal and also by email, exactly as requested.

• Around 15 November 2025 – the original $20,000 withdrawal changed status.

• In the Safe-Cashier, the $20,000 withdrawal suddenly showed as "Declined".

• At the same time, I received an email from 888 saying the withdrawal had been "accepted and processed".

• In reality, the $20,000 was not paid to my bank at all. The full amount was simply moved back into my gaming balance, even though reverse withdrawal had been turned off.

• I never requested or approved this "return to balance" instead of payment.

• 15 November 2025 – I tried a smaller test withdrawal.

• I requested a CAD $500 withdrawal to the same BMO account to see if it was an "amount" issue.

• As of today, that $500 has been stuck as "Awaiting Process" for almost three weeks, with no clear explanation and no payout.

• Repeated KYC / bank checks

• Throughout this period I have re-sent the same documents several times.

• 888 has sent generic "Verify your account" emails asking again for a void cheque or bank statement and bank details.

• I have complied every time, and my BMO details are correct – other companies pay me to this account with no issues.

• Account temporarily disabled & no working phone contact

• After a live chat with an agent named Adrian, who said my ID "still needed verification" and that he would escalate the case, my account was suddenly temporarily disabled.

• When I try to log in I see a message that my account has been disabled and that I should click for assistance or check my email.

• This also removed my access to live chat, so I can no longer speak to anyone directly through the site.

• 888’s help page lists a phone number (1-833-677-8890) said to be available 8am–12am ET, but when I call it, it does not connect / is not recognized. I therefore have no effective way to speak with a human being.

• Current situation (approaching 6 weeks)

• Original withdrawal request: $20,000 via Interac on 24 October – never paid, marked "Declined" and pushed back to my balance instead.

• Test withdrawal: $500 on 15 November – still "Awaiting Process," not paid.

• Current account balance is $19,505.24 CAD.

• I have not gambled the $20,000 away; it is sitting there because I am trying to withdraw it.

• It is now close to six weeks since the original withdrawal request and I still have no clear answer.

Communication with regulator

Because 888.ca is an Ontario-licensed site, I have opened files with iGaming Ontario / AGCO and provided them with a PDF bundle of all emails, screenshots and bank documents. They have told me they need a "final decision" from the operator, but 888 keeps sending generic verification emails and does not clearly approve or refuse the withdrawal.

What I’m asking

I am not trying to avoid KYC. I have provided all identification and banking documents multiple times. I simply want:

1. A clear confirmation from 888 that my ID and BMO bank details are accepted; and

2. Full payment of the CAD $20,000 withdrawal (and the $500 test withdrawal) to my verified bank account, instead of reversing it back to my gaming balance or leaving it in "Awaiting Process" indefinitely.

I believe I have cooperated fully and acted in good faith. I would appreciate Casino Guru’s help in getting 888.ca to either properly process my withdrawals or give a transparent, specific reason if they refuse. It would be of huge impact for our family and especially the holidays…

thank you

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 888 Casino SE.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was temporarily blocked?
• Which account information is currently available when you attempt to log in?
• Have you received any particular feedback regarding the documents you provided to the casino during verification?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the closure of your account and verification requirements? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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

Best regards,

Tomas