888 Casino IT - A conta do jogador permanece fechada devido a problemas de verificação.

Good morning, I'd like to explain my problem. On September 12th, I decided to open a gaming account with 888 Casino. I registered with SPID because there was a promotion offering a €50 bonus. Then I received an email confirming registration was successful, and so far, everything is fine. I started topping up my account, first €100, then another €100 via the Pay app, connected to my iPhone via my card. After that I made a win of 200 euros and at that point I decided to withdraw and from that moment I entered Dante's circle in the sense that I received emails from 888 casino who asked me for additional documents that I immediately sent such as identity card, transactions certifying where I made the top-ups from, where I live, photos of my credit card, then they asked me for proof of my residence, and I sent them a bank statement and even a copy of the medical certificate from the INPS certifying that I am resident there... they continue to ask me for an electricity bill in my name but I explained to them in chat that the bills are in my mother-in-law's name since the house is hers... anyway at the end of the day the gaming account is still blocked with 194 euros in it I have now sent them a ton of documents telling me that they are not valid because they were issued more than 3 months ago but if the identity card expires in 2030 why shouldn't it OK... Anyway, I'm tired and annoyed by all this. I hope you can help me. Thank you. My thanks to 888 Casino and *****

Buongiorno vorrei esporre il mio problema il 12 settembre decido di aprire un conto gioco con 888 casinó .. la registrazione lo effettuata con lo spid essendo che c’era una promozione di un bonus di 50 euro a quel punto mi è arrivata una mail con registrazione con successo e fin qui tutto ok. Ho iniziato a ricaricare il mio account prima 100 euro poi altri 100 tramite con app pay collegato con il mio Iphon tramite la mia carta…. Dopo di che ho effettuato una vincita di 200 euro e a quel punto ho deciso di prelevare e da quel momento sono entrato nel girone di Dante nel senso che mi sono arrivate delle mail da parte di 888 casinò che mi hanno chiesto dei documenti aggiuntivi che immediatamente ho inviato come carta d’identità ,movimenti in cui attesta da dove ho fatto le ricariche, dove abito , foto della mia carta di credito , poi mi hanno chiesto una prova della mia residenza ,e io gli ho mandato estratto conto della banca e addirittura copia del certificato di malattia da parte dell inps che attesta che sono residente lì.. loro continuano a chiedermi una bolletta della luce intestata a me ma gli ho spiegato in chat che le bollette sono intestate a mia suocera essendo che la casa è sua .. comunque alla fine della fiera il conto gioco è ancora bloccato con 194 euro dentro gli ho mandato ormai una marea di documenti dicendomi che non vanno bene perché sono stati emessi più di 3 mesi fa ma se la carta d’identità scade nel 2030 perché non dovrebbe andar bene .. comunque ormai sono stanco e preso in giro da tutto ciò sperando che voi possiate aiutarmi grazie. Mille il mio usarnaim su 888 casinó e *****

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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 IT.

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

• How did you learn about your account being blocked? What was the reason your account was blocked?
• Do you have access to any documents or bills issued to you within the last 3 months? Is it possible for you to receive a confirmation of residence from your municipality?
• On the bank statement you provided to the casino, were the 2 deposits you made listed in the transaction records?
• 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 issue? Send emails or chat transcripts to my email at tomas@casino.guru, 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

Good morning Mr. Tomas. I wrote you an email. The customer service chat was useless in my opinion. It didn't give me any kind of support. In fact, it was a wall. It always dismissed me with the same phrase, "Send me the documents." I've sent so many now that I feel like I'm hitting a brick wall. My question is, what's the point of registering with SPID if it's useless? Anyway, when I recharged everything was fine. As soon as I tried to withdraw, it seemed like I'd become a bandit. I'm truly disappointed by this absurd situation. Thank you so much for your help.

buongiorno Signor Tomas .. le ho scritto una mail .. là chat del servizio clienti secondo me inutile non mi dava nessun tipo di supporto anzi era un muro mi liquidava sempre con la stessa frase mi mandi i documenti… ormai ne ho inviati talmente tanti che mi sembra di andare a sbattere contro un muro di gomma.. la mia domanda è a cosa serve fare la registrazione con spid se poi non serve a nulla … comunque quando ricaricavo andava tutto bene appena ho provato a prelevare sembrava fossi diventato un bandito sono veramente amareggiato per questa assurda situazione … grazie mille per il vostro aiuto

Thanks for your reply.

Unfortunately, I haven't received any email from you. Try sending the evidence using Gmail.com or any other common email service.

Alternatively, share screenshots of your conversation here.

I apologize for the inconvenience. My email is tomas@casino.guru

I'm sending you screenshots of the email I sent you and other photos. If you need further proof just ask.

le invio screenshot della mail che le ho inviato e altre foto.. se ha bisogno di ulteriori prove basta chiedere

I'm adding more photos of the registration I made. It's already been 18 days since my account was blocked after sending a lot of documents. It's been 10 days since anyone from 888 casino has written to me anymore.

Aggiungo altre foto della registrazione fatta sono già passati 18 giorni che ho l’account bloccato dopo aver inviato una marea di documenti.. sono 10 giorni che non mi scrive più nessuno di 888 casinò

I'm adding this evening's conversation with 888

Aggiungo conversazione di stasera fatta con 888

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Jana (jana.k@casino.guru), who will be at your service. However, I would like to warn you that it seems to be a common practice of 888 Casino IT to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

Good morning, I wanted to ask a question, since 888 basically does whatever it wants, violating people's rights. Isn't it possible to file a complaint with the European authorities? Unfortunately, since the headquarters are in Malta, we in Italy and other European countries can't do anything.

buongiorno volevo fare una domanda essendo che 888 fa praticamente quello che vuole infrangendo i diritti delle persone ma non è possibile fare una denuncia alle autorità europee? Perché purtroppo essendo che la sede è a Malta noi dall Italia e da altri paesi europei non possono far nulla

Dear Nikmeli80,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite 888 Casino IT representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Hi Jana,

After checking the account, I can see that a verification process has been placed by our Operations Team. They have already emailed the member regarding the required documents.

Please submit the requested documents so that we can reopen your account and proceed with the withdrawal of your funds.

Thank you for your patience and understanding.

Kind regards,

888 Support Team

Since I've sent documents to these gentlemen 800,000 times and their response has always been that they're no good, can I send screenshots of documents here? So that you too are gurus who are available to send documents? I await your response. Thanks, Jana.

essendo che ho inviato 800 mila volte i documenti a questi signori e la loro risposta è sempre stata che non vanno bene posso inviare degli screenshot di documenti qui? In modo che siete anche voi di guru presenti alla mia disponibilità nel inviare documenti? Attendo risposta grazie jana

Dear Nikmeli80,

please send the documents to jana.k@casino.guru

I would also be available to speak with them on the phone and even make a video call with the document in the foreground...

Io sarei anche disponibile a parlare al telefono con loro e facendo anche una video chiamata con documento in primo piano …

Dear Nikmeli80,

please try to send the documents again to jana.k@casino.guru

I have not received any email from you so far.

Good morning Jana, I sent you another email from a different address to see if it arrives now. I'm waiting for a response confirming delivery, thanks.

Buongiorno jana ti ho inviato un altra mail da indirizzo diverso per provare a vedere se ti arriva ora .. attendo risposta di avvenuta consegna grazie

Dear Nikmeli80,

I have received your email, thank you.

Dear 888 Casino IT representative,

could you please specify the required documents that need to be delivered from the player?

but then I still don't understand all this bureaucracy that only This online casino has the meaning that registration is done via SPID which is the safest way to verify the person's identity and I also use it to access ministerial and public service websites including the Revenue Agency and Autonomous Administration of the State Monopoly which 888 Casino is also part of.

che poi continuo a non capire tutta questa burocrazia che solo questo casinò online ha nel senso che la registrazione lo effettuata tramite spid che è il modo più sicuro per verificare l’identità della persona e la uso anche per poter accedere hai siti ministeriali e per i servizi pubblici compreso agenzia delle entrate e servizi amministrazione autonoma del monopolio di Stato in cui fa parte anche 888 casinó ..

Hi Team,

As per our specialized team, please provide the following documents to complete the verification process:

• Photocopies of the front and back of the card ending in 2101 used to make deposits within the last four months.

Ensure that the first six and last four digits are visible on the front of the card.

The middle six digits and the CVV code (three digits on the back) must be blanked out.

• Proof of your residential address issued within the last three months.

• Bank or credit card statement showing transactions with us.

Please blank out the middle digits of the card, leaving the first six and last four visible.

• Gas or electricity bill in your name.

• Copy of your PayPal account showing the transaction made with us, including:

The cardholder’s name

The PayPal account number ending in 2101

Once we receive the above documents, we will proceed with the verification and further assist you accordingly.

Kind regards,

888 Support Team

Dear 888 Casino IT representative,

thank you for your response. The player doesn´t have the utility bill issued on his name. Is there any alternative that could be used in a verification process?

Good morning, it's been 4 days since Mrs. Jana asked 888 if there was an alternative to the electricity bill, given that the house I live in is not in my name. But there hasn't been any response from 888. My question is, are we sure the folks at 888 want to resolve this problem? I still don't trust these folks. They're hesitating over 194 euros and continue to fool people.

Buongiorno sono passati 4 giorni dalla domanda della signora jana a 888 sulla questione se ci fosse una alternativa alla bolletta della luce essendo che la casa in cui vivo non è intestata a me .. ma non c’è stata nessuna risposta da parte di 888 la mia domanda è ma siamo sicuri che i signori di 888 vogliano risolvere questo problema ? Continuo a non aver fiducia di questi signori stanno tentennando su 194 euro e continuano a prendere in giro la gente …

Hi Nikmeli80,

Thank you for your message. We truly understand your concern and appreciate your patience while waiting for a response.

In cases where a utility bill is not available in your name, we can accept an alternative document as proof of address, such as:

• A bank statement showing your full name and residential address (issued within the last three months), or

• An official government letter, tax document, or insurance statement showing your name and address.

Please make sure that the document is clear, recent, and issued by an official authority. Once you upload one of these alternatives, our team will review it and proceed accordingly.

Kind regards,

888 Support Team

Good evening, thanks for your reply. I sent you a private document with my address, which is an official document from the Italian state social security institution certifying that a doctor came to my house to make sure I was home. Does that not suit you? Do you know that this is an important document; if they didn't find me at home, they would report me? Do you know what INPS is? National Social Security Institute.

buonasera grazie per la risposta .. vi ho girato un documento privato con l’indirizzo di mia residenza e cioè un documento ufficiale da parte dell’ente previdenziale dello stato italiano dove attesta che un medico è venuto a casa mia accertandosi che io fossi in casa e non vi va bene? Ma lo sapete che quello è un documento importante che se non mi trovavano a casa mi denunciavano? Sapete cos’è L inps ? Istituto nazionale previdenziale..

Good morning, so I contacted my bank asking for a bank statement and they told me that it's sent every year. Since this year's statement isn't suitable for you, I'll have to wait until January 2026. Is there another way to prove my residency? I can go to my local municipality and get a certificate of residency. It costs €16. I'll do it. Can you refund me these €16, gentlemen at 888? Since you blocked my account for the absurd reason of figuring out where I live, when you took my money, you didn't ask where I lived, right? We hope to resolve this issue. After the withdrawal, the first thing I'll do is close my gaming account with you gentlemen at 888.

Buongiorno allora ho contattato la mia banca chiedendo un estratto conto e mi ha riferito che quello viene inviato ogni anno essendo che quello di quest’anno a voi non va ben dovrei attendere gennaio 2026… poi c’è un altro modo per dimostrare la mia residenza e cioè andare al mio comune di appartenenza e farmi fare un certificato di residenza dal costo di 16 euro io andrò a farlo mi potete rimborsare voi questi 16 euro signori di 888? Essendo che mi avete bloccato un accaunt per una motivazione assurda quella di capire dove vivo però quando avete preso i miei soldi non vi siete chiesti dove vivessi vero? Speriamo di sistemare questa questione che dopo il prelievo che farò la prima cosa è sarà chiudere il conto gioco con voi signori di 888

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 have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the ADM Gaming Authority (https://www.adm.gov.it/portale/giochi) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (jana.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Jana