888 Casino IT - Retirada do jogador atrasada no 888 Casino.

I've been playing in the live casino on 888 without ever using bonuses. I tried to withdraw my funds two months ago and they told me that they didn't accept PayPal (which I used for depositing) and furthermore asked me to send them my banking details via email so I could withdraw. I did this 40 days ago and they still haven't approved my withdrawal. Whenever I manage to reach them through live chat, they simply tell me to wait. Moreover, my account is fully active and verified.

They're not paying, what can I do?

ho giocato al casino live senza usare mai bonus su 888 , ho provato a prelevare due mesi fa e mi hanno detto che non gli andava bene paypal ( metodo usato per depositare ) e mi hanno piu detto di inviargli un iban via email per poter prelevare, l'ho fatto 40 giorni fa e ancora non mi hanno approvato il prelievo,m se vado in chat le poche volte che la trovo aperta mi dicono di aspettare e basta e il conto è pienamente attivo e verificato

non pagano cosa posso fare?

Dear sorridaniela,

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

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

• Could you please advise if you have been informed about any alternative method to withdraw your winnings?
• If there's any relevant communication, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela

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 48 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 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

no they don't want me to withdraw via iban I sent them everything via email as requested 40 days ago they tell me they still have to process the email, it seems they are taking their time

no nulla volgiono che prelevo via iban gli ho inviato come chiesto tutto via email 40 giorni fa mi dicono che devono ancora elaborare l'email, sembra stiano prendendo tempo

is there any news from the 888 casino?

ci sono news da parte del casino 888 ?

Hi sorridaniela,

Could you please forward any relevant communication between you and the casino to petronela.k@casino.guru?

Thank you.

Sure. I'll proceed immediately

si certamente. procedo subito

I sent her screenshots of the conversations with the dates. As you can see, I have always received withdrawal confirmations but the outgoing bank transfers from 888 have remained stopped waiting for something and today in the morning without explanation I received a blocking email from the casino asking me for additional documents to unblock the account . I promptly sent the requested documents to the casino (which hasn't responded to my emails for weeks as you can see) I hope that with your help the situation will be resolved because I really don't know who to turn to

Le ho inviato gli screenshot delle conversazioni con le date. Come può vedere ho sempre ricevuto le conferme di prelievo ma i bonifici in uscita da 888 sono rimasti fermi in attesa di qualcosa ed oggi nella mattinata senza spiegazioni ho ricevuto una mail di blocco da parte del casinò dove mi chiedevano documenti aggiuntivi per sbloccare l'account. Io ho prontamente inviato i documenti richiesti al casinò (che non mi risponde alle email da settimane come può vedere) spero che col vostro aiuto si sblocchi la situazione perchè non so proprio a chi rivolgermi

is there any news with the casino??

ci sono novità con il casino??

Thank you very much, sorridaniela, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

The casino has even now decided to suspend my gaming account. I proceeded with sending all the requested documents yesterday morning but to this day my account is still blocked

Il casinò ha deciso persino ora di sospendere il mio conto di gioco. Ho proceduto con l'inviare ieri mattina tutti i documenti richiesti ma ad oggi ancora il mio account rimane bloccato

Hi sorridaniela,

Thank you for the updates. I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear 888 Casino IT, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Why was the player's account suspended? Would you please specify what is the current status of the player's withdrawal request and when they can expect them to be processed from your side?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Hi Natalia,

We are still in need of some documents.

@sorridaniela please send it to support@888casino.com or provide your reference number here so we can check this further.

Hoping to hear from you soon.

Sincerely,

888 Team

look, I have already sent you the PayPal screenshot twice via email and once from your site and when I uploaded it from the site I made sure that one of your representatives gave me confirmation of receipt, what other documents are you talking about? why don't you look at the ones I send you?

guardate che lo screenshot paypal ve l'ho gia inviato due volte via email e una volta dal vostro sito e quando l'ho caricato dal sito mi sono assicurata che un vostro peratore mi desse conferma di ricezione avvenuta, di che altri documenti parlate? perche non visionate quelli che vi invio?

Hi there sorridaniela,

Thanks for reaching out.

Kindly note that the withdrawal requests are being processed in our system in 3 business days and the funds will be sent towards your bank who will process the transaction further in accordance to the payment method you selected. You may consult the official standard time frames in the following link:

https://www.888casino.com/banking/withdrawal/time-frames/ If you require further assistance with this or any other matter, please feel free to contact us anytime, we are always here for you.

Have a gr888 day ahead!

Sincerely,

888 Team

Thank you for the reply, 888 Casino IT. I hope that your reply means that the verification was passed and we are now waiting until the payment is processed.

Dear sorridaniela, please keep us updated about the status of your withdrawal request. I believe you can expect it to be processed by the casino soon.

the payment is still pending, nothing has changed, in chat they asked me for the PayPal screenshot, crazy stuff

è ancora in sospeso il pagamento, non è cambiato nulla , in chat mi hanno richiesto lo screenshot paypal, robe da matti

is there any news??? not yet approved

ci sono novità??? ancora non approvato

today instead of approving the withdrawal they suspended my account again asking me again for the selfie that I had sent them some time ago and which they had already approved, here it seems like they are taking their time so as not to pay and that's it

oggi al posto di approvarmi il prelievo mi hanno sospeso dinuovo il conto chiedendomi dinuovo il seflie che gli avevo inviato tempo fa e che avevano gia approvato , qua sembra che stiano prendendo tempo per non pagare e basta

Thank you for the updates, sorridaniela.

Dear 888 Casino IT, can you please explain why was the player's account suspended again? Hasn't the player uploaded all the required documents?

Hi sorridaniela,

It appears that we've previously accepted some of the documents you forwarded.

However, in order for us to complete the authentication process, we are still waiting for a document.

We've sent an email last January 13, 2024 regarding this.

Rest assured that this will be checked as soon as received.

Sincerely,

888 Team

I have uploaded all the required documents. It seems to me that yours is just an excuse to not pay me my winnings. I would like to understand if it is normal to request 3 proofs of residence, ask for my document 50 times and then after all this never having approved a withdrawal. you are scandalous

vi ho caricato tutti i documenti richiesti. A me sembra che la vostra sia solamente una scusa per non pagarmi le mie vincite. Vorrei capire se è normale richiedere 3 prove di residenza, chiedere il mio documento 50 volte e poi dopo tutto ciò non avermi mai approvato un prelievo. siete scandalosi

Hi,

We apologize for any inconvenience, I'm afraid don't have the specifics why the documents are not accepted but our security team has a standards on accepting documents, this can only mean that the documents you previously sent we're not able to pass our standards. Don't worry if you wish further information regarding this please reply to the email that you received, Again we're sorry and we appreciate your understanding. You can still send any documents you have and they can still check it for you.

Regards,

888team

today I literally uploaded my clear bank statement to you. I hope this will be enough for you as proof of residence.....I am now waiting for the account to be unlocked

oggi vi ho caricato letteralmente il mio estratto conto in chiaro. Spero che possa bastarvi come prova di residenza.....Attendo ora lo sblocco dell'account

Dear sorridaniela, could you please resend all the documents you submitted to the casino for verification to my email at natalia.b@casino.guru so that we can evaluate if your documents should meet the requirements? Thank you.

done, today they asked me for proof of residence which I sent 40 times but always from the site, can I send it directly to you here via email too?

fatto , oggi mi hanno richiesto la prova di residenza che ho inviato 40 volte però sempre dal sito, ve la invio direttamente anche a voi qua via email?

I sent them to you now

ve li ho inviati ora

Hi sorridaniela,

Thanks for keeping in touch.

Unfortunately, we do have limited access in checking your documents.

It is best if you send us another email or reply to our email thread so we can check this further.

Thank you for you patience and understanding regarding this matter.

Sincerely,

888 Team

but what does it mean? I send you a thousand documents, you don't approve them, you don't tell me why and now you answer me like this?

but how do you work? I have sent them to you 40 times (I also sent you the proof of residence 3 different ones) but how do you work? I AM STUNNED

ma cosa vuol dire? vi invio mille documenti non li approvate non mi dite come mai e ora mi rispondete cosi?

ma come lavorate? ve li ho inviati 40 volte ( la prova di residenza ve ne ho pure inviate 3 diverse ) ma come lavorate ? SONO ALLIBITA

Hi sorridaniela,

We regret to inform you that your previous documents may not have been accepted due to non-compliance with our established verification standards.

It's essential to note that we maintain rigorous criteria to ensure the accuracy and reliability of the verification process. We encourage you to review our guidelines thoroughly and resubmit the required documentation in accordance with our specified standards.

Should you have any questions or require further clarification, please do not hesitate to reach out to our customer support team for assistance.

Your understanding in this matter is greatly appreciated.

Sincerely,

888 Team

As previously mentioned, I have sent 3 different proofs of residence. I await a clear rejection reason for all three pdfs provided and forwarded this morning to casino guru as well.

Ho inviato come gia precedentemente detto 3 prove di residenza diverse attendo una chiara motivazione di rifiuto per tutte e tre i pdf forniti ed inoltrati questa mattina pure a casino guru

nothing these people don't want to pay me and now I have to report them I think to get the money, with these stories that they make up about security they answer immediately then when you ask them what's not right they disappear or answer in a vague way, incredible, casino guru what do you advise me to do Do? I cannot proceed in this way without any type of collaboration on their part

nulla questi non mi vogliono pagare e ora tocca denunciarli mi sa per avere i soldi, con ste storielle che si inventano della sicurezza rispondono subito poi quando gli chiedi cosa non va bene spariscono o rispondono in modo vago, incredibili, casino guru cosa mi consigliate di fare? non posso procedere in questa maniera senza alcun tipo di collaborazione da parte loro

Hi sorridaniela,

I trust this message finds you well.

I would like to inform you that, unfortunately, the documents you previously submitted did not pass our verification process. We sincerely apologize for any inconvenience this may have caused.

To ensure the timely completion of your verification, we kindly request that you submit an alternative set of documents as soon as possible. Your cooperation in this matter is greatly appreciated, and we assure you that we are committed to processing your information with the utmost diligence.

If you have any questions or require assistance in preparing the required documentation, please do not hesitate to reach out to our customer support team. We are here to help and ensure a smooth verification process for you.

Thank you for your understanding and prompt attention to this matter.

Sincerely,

888 Team

I only have these three documents as proof of residence, for which you have not provided me with the much requested reason for refusal, let me know how I should proceed

ho come prova di residenza solo questi tre documenti, a cui non mi avete fornito motivazione di rifiuto tanto richiesta , fatemi sapere come devo procedere

Hi sorridaniela,

As much as we love to help you on this one, we do have limited access to check the reason for refusal of these documents.

It's best if you contact us directly via email so we can provide you with detailed answer. We'll also assist you from there.

Sincerely,

888 Team

Dear sorridaniela, have you tried to ask the casino via email as they recommend you to?

I also would like to confirm that I have received your emails with the documents. I've noticed that you have hidden some numbers from both bank statements (UniCredit and Intesa Sanpaolo). I'd suggest you try to send these documents without any editing. I realize that you may think these numbers are irrelevant for proof of address, however, it is always better to send only original documents downloaded directly from the issuer.

Could you please also specify if you have any utility bills (water, gas, electricity) stating your address on them?

As for the documents to prove your identity: I'd recommend you try to make a new selfie with your ID card, where it is seen that you hold your ID card. On the selfie you sent to me, your hand and arm are not fully visible and the photo seems to be cropped a little bit. Please, see the attached picture, could you take a selfie more like this?

Since the casino doesn't explain why your documents are rejected, I cannot guarantee that these improvements may help, but I hope you'll give it a try.

regarding the selfie they never said anything, in fact they approved it, however for the proof of residence the two bank statements were partially hidden for privacy reasons since they contain my personal data, what exactly is this information for 888? Why is it not enough to stick to the data they requested such as name and surname, residence address and bank logo?

I would like an answer from 888, casino guru it almost seems like you are justifying them, I checked on your site and you give this casino 10 stars, why despite seeing an avalanche of open complaints and negative reviews?

I hope I don't find myself on yet another site that pretends to be on the side of the players, I've also read strange things on trust pilot, despite this I would appreciate an answer from 888 thanks

per quanto riguarda il selfie non hanno mai detto nulla anzi lo hanno approvato invece per le prove di residenza i due estratti conto sono stati parzialmente nascosti per motivi di privacy visto che contengono i dati miei personali, cosa servono esattamente a 888 queste informazioni? come mai non basta attenersi ai dati che hanno richiesto come nome e cognome indirizzo di residenza e logo della banca ?

gradirei una risposta da 888, casino guru sembra quasi che voi li stiate giustificando, ho controllato sul vostro sito e date a questo casino 10 stelle, come mai nonostante vedo una valanga di reclami aperti e recensioni negative?

spero di non trovarmi nel ennesimo sito che fa finta di stare dalla parte dei giocatori , ho letto anche cose strane su trust pilot, nonostante cio gradirei una risposta da 888 grazie

Hi sorridaniela,

We appreciate your effort on sending us the documents. However, our security team has specific guidelines on verifying each documents. Unfortunately, as per updated email that was sent you, your documents weren't validated.

Kindly coordinate with our security team and respond to the email that was sent to you last 16/01/2024. We're asking for your cooperation in order to resolve this matter.

Kind regards,

888 Team

I repeat, why were they not accepted? Furthermore, I have no other documents as proof of residence

ripeto come mai nono sono stati accettati? inoltre non ho altri documenti come prova diresidenza

Hi sorridaniela,

We highly suggest you respond to the email that was sent as to why your documents weren't accepted. Unfortunately, we cannot disclose that information here for security reasons.

Hoping for your understanding in this matter.

Kind regards,

888 Team

in the email you simply said that I have to send you proof of residence, what should I reply when I have already sent you 3 and I don't have any others?

nel email avete semplicemente detto che vi devo inviare una prova di residenza, cosa dovrei rispondere io che gia ve ne ho inviate 3 e non ne ho altre ?

Dear sorridaniela, I will repeat once again that my recommendation is at least to try to send these documents without editing. I'm sure the casino won't use your personal details in any way, however, based on our experience, many casinos immediately reject documents if they were somehow edited.

okay I just forwarded the uncensored unicredit account statement to the casino even if it violates my privacy but I would like to avoid going to court, I'm waiting for the unblocking 888 thanks

I also put another selfie as proof of my good faith, I hope it will be repaid, good evening casino guru

va bene ho appena inoltrato al casino, l'estratto conto di unicredit non censurato anche se cio viola la mia privacy ma vorrei evitare di andare per vie legali , attendo lo sblocco 888 grazie

ho anche messo un altro selfie come prova della mia buona fede spero che verrà ripagata, buona sera casino guru

I have not received a response from 888 I assume that these did not go well either. I literally destroyed my privacy by sending all the documents in clear with my earnings, my expenses and still nothing. It seems quite shameful to me

non ho ricevuto risposta da 888 presumo che anche questi non siano andati bene. Ho letteralmente distrutto la mia privacy inviando tutti i documenti in chiaro con i miei guadagni le mie spese ed ancora nulla. Mi sembra al quanto vergognoso

Hi sorridaniela,

We apprecite you sending the documents. Don't worry we assure you that all of your information are kept safe and private and is only use for verification purposes only. We can confirm that our verfication team are still checking the documents. Don't worry once done you should receive an email from them immediately.

We appreciate your patience and understanding, thank you.

Regards,

888team

I am waiting for your 72 hours to verify my documents

rimango in attesa delle vostre 72 ore per la verifica dei miei documenti

Hi sorridaniela,

We do apologize for the delay on this. Rest assured that this is being handled as we speak and as soon as our relevant team is done on the checks they will notify you right away. Thank you.

Regards,

888team

I'll wait....

aspetterò....

Thank you very much, sorridaniela, for your cooperation. I truly understand you're concerned about your private details, and hope that sending new versions of the documents will help.

I'll make a premise, as you have seen, I sent 3 proofs of residence dated 01/09/2024, 01/19/2024, 12/31/2023:

Now the casino's response that I received 3 hours ago:

Check account

Dear Daniela,

We contact you from the 888.it operations team regarding your account with username ""daniSorri"".

Thank you for your cooperation with the verification of your gaming account, however we are unable to use the documents you have submitted to validate your personal data.

The requested details are not fully visible or are not included in the submitted document.

The document was released more than 3 months ago.

To complete the verification process we need a copy of a recent bill or bank statement that shows your name, address and date of issue.

Please note the following:

The document must be issued within the last 3 months.

Check the clarity of your documents and ensure that all relevant images and details are visible and legible before resubmitting, and ensure that the document you send contains your current address, as registered on your 888.it account.

Best regards

Operations Department

888.it

I leave the necessary conclusions to you, avoiding underlining what I have already said 40 times and waiting for the casino guru to ask 888 why the documents sent are not good? (even resent without censoring some banking transactions, which I could do for privacy )

Faccio una premessa, ho inviato come avete ben visto 3 prove di residenza datate 09/01/2024, 19/01/2024, 31/12/2023:

ora la risposta del casino pervenutami 3 ore fa :

Verifica conto

Gentile Daniela,

Ti contattiamo dal team operativo di 888.it per quanto riguarda il tuo account con nome utente ""daniSorri"".

Grazie per la collaborazione con la verifica del tuo conto gioco, tuttavia non siamo in grado di utilizzare i documenti che hai inviato per convalidare i tuoi dati personali.

I dettagli richiesti non sono completamente visibili o non sono inclusi nel documento inviato.

Il documento è stato rilasciato più di 3 mesi fa.

Per concludere il processo di verifica abbiamo bisogno della copia di una bolletta o di un estratto conto recente che riporti il tuo nome, indirizzo e data di emissione.

Si prega di notare quanto segue:

Il documento deve essere rilasciato negli ultimi 3 mesi.

Verifica la chiarezza dei tuoi documenti e assicurati che tutte le immagini e i dettagli rilevanti siano visibili e leggibili prima di inviare nuovamente e assicurati che il documento che invii contenga il tuo indirizzo attuale, come registrato sul tuo account 888.it .

Cordiali saluti

Dipartimento Operazioni

888.it

Lascio a voi le dovute conclusioni evitando di sottolineare cio che gia ho detto 40 volte e aspettando che casino guru chieda a 888 come mai non vanno bene i documenti inviati? (pure reinviati senza censurare alcune transazioni bancarie cosa che potrei fare per privacy )

Dear 888 Casino IT, we have checked the metadata of the UniCredit document the player claimed to have sent to you for verification, and it was created on 9.1.2024, the date on the document also confirms it. Can you explain why it is said the document is older than 3 months if it was issued 2 weeks ago?

Thanks casino guru, I hope you lower his score a little

Grazie casino guru, spero gli abbassate un po il punteggio

crazy stuff completely disappeared, these petty strategies of the casino to avoid paying people or even worse to hope that people will replay the winnings are to be reported and reported, you cannot give such a high score to a casino like this after they behave like this, and from what I see in the open complaints I'm not the only one in this situation, in fact there are many players who have encountered this problem

robe da matti completamente spariti, queste strategie meschine del casino per evitare di pagare le persone o ancora peggio per sperare che la gente si rigiochi le vincite sono da denuncia e da segnalazione, non potete dare un punteggio cosi alto ad un casino del genere dopo che si comportano cosi, e da quello che vedo nei reclami aperti non sono l'unica in questa situazione anzi ci sono molti giocatori che hanno riscontrato questo problema

the time to answer is over, what do you think casino gurus should do? do I need to consult a lawyer?

il tempo per rispondere è finito, io come devo procedere secondo voi casino guru? devo sentire un avvocato?

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.

I am speechless that they disappear like this. However their email support service ( supporto@888.it ) is pitiful. I wrote more than a month ago and they still haven't responded to me

Io sono senza parole che scompaiano così. Comunque il loro servizio di assistenza email (supporto@888.it) fa pietà. Ho scritto più di un mese fa e non mi hanno ancora risposto

This is how I am treated by a casino that hasn't responded to my emails for over a month, doesn't accept documents and makes useless excuses. He wants the entire casino guru community to see how 888 treats customers so that the rating of this casino that makes it seem trustworthy will be lowered

Ecco come vengo trattata da un casinò che non mi risponde alle email da più di un mese, non accetta i documenti inventando scuse inutili. Desiderò che tutta la community di casinò guru veda come 888 tratta i clienti in modo che il punteggio di questo casinò che lo fa sembrare affidabile venga abbassato

Dear sorridaniela, can you please inform me if you tried to send the second bank statement for your other account at Intesa Sanpaolo as well?

We are still trying to contact the casino representative to get an explanation regarding your documents.

I confirm the withdrawal approval and receipt of the full amount to my bank, thank you very much casino guru for helping me to withdraw from this casino that held me prisoner for months, I would be happy to pay you a tip if you can provide me with a donation link

have a good time

confermo il prelievo l'approvazione e la ricezione del intero importo alla mia banca, grazie mille casino guru per avermi aiutato a prelevare da questo casino che mi teneva prigioniera da mesi, sarei felice di pagarvi una mancia se potete fornirmi un link donazione

buona continuazione

That's great news, sorridaniela, I'm glad to hear that your issue has been finally resolved.

I will mark the complaint as 'resolved' in our system now. We appreciate your cooperation and confirmation, sorridaniela, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Natalia

Casino.Guru