888 Casino IT - A retirada do jogador está atrasada devido a problemas de verificação.

Hello, I have been trying to verify my account for months in order to proceed with the withdrawal of my balance. To date, despite having collaborated by providing everything that was requested of me before, I was told to wait since the documents had been accepted and had gone to the department dedicated to verifications and, despite my repeated requests in which this version was confirmed, today I was told that they have nothing to verify. I cannot get in touch with them except via live chat but this is not helping me in any way. I was asked for a photo of the card (I sent a screenshot since it is virtual), bank statement, identity card, selfie and I also sent a document certifying my account but to date nothing. Please help me resolve the situation

Salve, sono mesi che sto provando a verificare il mio conto per poter procedere al prelievo del mio saldo. Ad oggi nonostante abbia collaborato fornendo tutto ciò che mi è stato richiesto prima mi è stato detto di attendere dato che i documenti erano stati accettati ed erano andati al reparto dedicato alle verifiche e, nonostante i miei ripetuti solleciti in cui questa versione mi veniva confermata, oggi mi è stato detto che non gli risulta nulla da dover verificare. Io non riesco a mettermi in contatto con loro se non tramite live chat ma la cosa non mi sta aiutando in nessun modo. Mi sono stati chiesti la foto della carta (ho inviato uno screenshot essendo una virtual), estratto conto, carta di identià,selfie ed ho inviato anche un documento di certificazione del mio conto ma ad oggi nulla. Vi prego di aiutarmi a risolvere la situazione

Dear Tirimicholl4,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Could you please advise if you provided any other documents except for those you listed here?
• Have you provided all the required documents and in the correct format as soon as possible?

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,

Kristina

Hi Cristina, I am fully aware of the importance of KYC but it seems to me that they are using it as an excuse to justify what is happening.

I provided my ID, a screenshot of the card used for the deposit, the bank statement (which unfortunately is produced by the institution once a year), the summary documentation with all my data and the account data that certifies the ownership of both the account and the card (the card is a debit, therefore strictly linked to the account), and the selife. All the documentation was provided in the requested formats and the photos (all the others were pdf) were all clearly legible (not that the problem was raised with me in this regard since no explanations were ever provided to me).

Buongiorno Cristina, sono pienamente consapevole dell'importanza del KYC ma mi sembra che la stiano utilizzando come scusa per giustificare ciò che sta succedendo.

Ho fornito la mia carta di identità, lo screenshot della carta usata per il deposito, l'estratto conto (che purtroppo viene prodotto dall'istituto una volta l'anno), la documentazione di riepilogo con tutti i dati miei e del conto che certifica la titolarità sia di conto che carta (la carta è una debit, quindi strettamente collegata al conto), ed il selife. Tutta la documentazione è stata fornita nei formati richiesti e le foto (tutti gli altri erano pdf) erano tutte chiaramente leggibili (non che mi sia stato sollevato il problema in merito dato che non si mi sono mai state fornite spiegazioni).

Thank you very much for your reply, Tirimicholl4. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hi Cristina, I sent everything to the email you indicated

Ciao Cristina, ti ho inviato tutto alla mail che mi hai indicato

I received an email containing your documents, however, I don't see any communication with the casino. Can you please forward it to me so we can proceed with this complaint?

Communications with the casino were via live chat and they do not send a copy of the conversations via email, I send you screenshots of the latest emails received even if they are not very exhaustive or conclusive

le comunicazioni con il casinò sono avvenute tramite live chat e non inviano una copia delle conversazioni tramite email, ti invio gli screen delle ultime email ricevute anche se non sono un granchè esaustive o risolutive

Thank you very much, Tirimicholl4, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Tirimicholl4,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite an 888 Casino IT representative to join this conversation and participate in resolving this complaint.

Dear 888 Casino IT,

Could you comment on the situation?

Thank you in advance for providing the information.

Dear Stefan,

I hope this message finds you well.

Thank you for bringing the member's concern to our attention.

I would like to inform you that we have escalated the matter to the relevant department for further review.

I will personally follow up on this and ensure that you receive an update as soon as we have more information regarding the resolution.

We appreciate your continued efforts in advocating for the member, and I will be in touch as soon as an update becomes available.

Kind regards,

888 Support Team

Dear 888 Casino IT,

Thank you for your response. Please keep us updated regarding the matter.

I'll be awaiting your reply.

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.

Dear Tirimicholl4,

I have contacted the casino representative outside of the complaint thread. Let's hope they will respond as soon as possible. I will extend the timer by an additional seven days.

Your patience is much appreciated.

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.

Hi Stefan,

I wanted to update that the withdrawal has already been coordinated with our specialized team. It is now in process and will be reprocessed via Wire Transfer.

Thank you for your patience and understanding.

Kind regards,

888 Support Team

Dear 888 Casino IT,

Thank you for your response and the information you have provided.

Dear Tirimicholl4,

Could you please let us know once you receive the funds from the casino?

I'll b e awaiting your reply.

Hi Stefan, I no longer had any hope for a resolution since we were no longer receiving any answers from the casino. I can confirm that the funds arrived this morning. I wanted to take this opportunity to thank you from the bottom of my heart for having resolved a situation that had been going on for months and for which the 888 customer service had not been able to coordinate in a manner consistent with the promises made by their regulations, nor with the instructions given in chat, nor with the ADM service charter, making fun of me for a very long time. I also wanted to thank the 888 representative(s) present on casinò guru for having collaborated with you to resolve the problem

Ciao Stefan, non ci speravo più in una risoluzione visto che non ricevevamo più risposte dal casinò. Ti confermo che i fondi sono arrivati questa mattina. Volevo cogliere l'occasione per ringraziarvi dal profondo del cuore per aver risolto una situazione che andava avanti da mesi e per cui il servizio clienti di 888 non era riuscito a coordinarsi in maniera congrua nè alle promesse fatte dal loro regolamento, nè alle indicazioni date in chat, nè alla carta dei servizi di ADM prendendomi in giro per un tempo veramente lungo. Volevo anche ringraziare il/i rappresentanti di 888 presenti su casinò guru per aver collaborato con voi per la risoluzione del problema

Dear Tirimicholl4,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Stefan Manson

Casino.Guru