888 Casino IT - O jogador acredita que o seu pagamento foi atrasado.

They ignore any requests of withdrawal.

asking infinite amount of documents and refuse even official bank statements refusing to give explanation on why its not good enough.

they just holding my money and dont wanna pay.

i have hundreds of screenshots of emails and chats with several proof the are breaking their terms and government rules.

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 VinnieStrange,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Casino keeps asking for official bank statements showing the card number used for the deposit.

Ive provided those 8 times and they keep refusing them without explaining.

I cant provide anything more documents than the actual bank statements so the issue is still NOT RESOLVED

9th time they say this and the department refuses without explaining me why!

Dear VinnieStrange,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

No updates. Money still havent been paid.

Dear VinnieStrange,

Thank you for the update.

To help us better assess the situation, could you please let us know the following:

• Do you currently have any active or pending withdrawal request visible in your account?
• If so, please send us a screenshot showing the pending withdrawal status, if available.
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games, sports betting, or both?
• Have you made any successful withdrawals from this casino in the past?

This information and any relevant screenshots will help us clarify the circumstances and determine the next steps.

Thank you for your cooperation.

Karla

Do you currently have any active or pending withdrawal request visible in your account?

• yes €1500

If so, please send us a screenshot showing the pending withdrawal status, if available.

Did you accumulate your winnings with or without an active bonus?

• without
• 
  

Did you play casino games, sports betting, or both?

• Slots/Live blackjack

Have you made any successful withdrawals from this casino in the past?

• first time

As of today, still un-resolved.

They claim i have to send a document i have sent over 10 times.

Their reply is always the same.

Send this document.

and i keep sending it.

No payout

Dear VinnieStrange,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Barborka, (barbora.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite 888 Casino IT representative to join this conversation.

Dear 888 Casino IT,

Could you please provide clarification regarding this case?

Thank you in advance.

Funds have been put back into my account as credit. They wont accept any document from my bank although has been sent several times, over 10 times.

Bank Statement, Bank ownership document, ID document photos front and back, debit card used, front and back. Everything has been sent following their terms, yet nothing seems to be accepted from the casino and my funds remain on the account.

Bank stated that they cannot send me any other documents because everything is already officially sent from them.

I have screenshots of chats and emails sent by the casino. Nothing is missing from my side.

i requested today, a new withdrawal.

Hi there,

Thank you for the documents you have already submitted.

We understand your concern and appreciate the time and effort you have taken to provide the requested documentation. Please note that while we have received multiple documents from you (including your bank statement, proof of bank ownership, ID documents, and card images), one of the submitted documents did not pass our standard security verification checks.

For this reason, we are unable to proceed with the verification using the previously provided files, even if they were officially issued by your bank. At this stage, an alternative document is required in order to complete the security review. To move forward, please submit the following:

• A copy of your credit or debit card statement for the card ending in 0951, clearly showing

- the full name of the account holder, and the card number (with only the permitted digits visible).

Once this document is successfully reviewed, we will be able to proceed with the verification process.

Regards,

888 Support Team

These documents were provided in 2 different formats. Attached a screenshot of one of them showing clearly my name, bank and transaction used. You refused this multiple times.

This and others clearly show the card and name of the transaction. It clearly and lawfully proof what you ask for. And has been submitted myltiple times

Bank wont provide a different statement than the official one. So i request that 888 Casino pays the withdrawal into a different bamk account where i can provide ownership of it. And the funds paid gia a IBAN / SEPA payment

Hi there,

Thank you for providing the documents. the submitted screenshot appears to be cropped, and some required details are not fully visible. To proceed, we kindly ask that you provide another copy of the document in its original, uncropped format, ensuring that all details are clearly visible.

Kind regards,

888 Support Team

If you dont accept these documents (Although you should) Because i have sent multiple times the PDF versions in its entirety (I have screenshots proving this), can you send the withdrawal to an alternative account registered under my name via a IBAN Payment?

I have now formally submitted the complete bank statement extract (Lista Transazioni from Buddy Bank/UniCredit) showing all transaction details with 888casino.it, including:

• Full IBAN and account holder verification
• All card transactions with 888*Italia Limited Cagliari (€2,498 total)
• Date-stamped movimenti (transaction log) from January 7-14, 2026
• Complete proof of card ownership and payment method legitimacy

Legal Status of This Documentation:

• Italian Cassazione (Supreme Court) ruling 2607/2024 has confirmed that bank statement extracts downloaded from verified online banking apps (home banking/app bancaria) hold full probative value as written proof under Italian Civil Code Article 2712. This means:
• The document is legally equivalent to an "official" physical statement
• It is admissible as evidence in court proceedings
• It satisfies KYC/AML verification requirements set by gambling regulators (ADM - Agenzia delle Dogane e dei Monopoli)

Quick update from my side:

On 2 February 2026, the Italian gambling regulator ADM (Agenzia delle Dogane e dei Monopoli) officially opened a case about this situation and sent a formal letter directly to 888 Italia LTD regarding my blocked withdrawal.

In that letter (case ID ADMUC 79585/2026), ADM:

• Confirms that on 9 January 2026 I won €1,500 and requested an immediate withdrawal.
• Confirms that I promptly uploaded all KYC documents requested by the casino (ID card, bank statements, proof of bank account ownership, card photos, etc.).
• Notes that the casino’s KYC rejection was not clearly explained and that no useful guidance was given on how to "fix" anything.
• States that as of 1 February 2026, my withdrawal request was still not processed.
• Reminds 888 that, under Article 5(12) of the Italian remote gaming contract, the player has the right to withdraw winnings or refunds credited to the gaming account at any time, except in the specific suspension cases of Article 14.
• Orders 888 to immediately respond to me, verify that I am the legitimate account holder, and inform ADM with their explanations and actions taken to resolve the case.

At this point, I have:

• Submitted all documents multiple times in full (official bank statements, card images, ID, bank ownership letter, etc.).
• Received confirmation from my bank that they cannot provide any "different" statement than the official ones already sent.
• Now obtained regulatory support from ADM, who is directly monitoring how 888 handles my withdrawal.

As of today, I still haven’t received the €1,500 and 888 has not meaningfully changed its position.

I would kindly ask Casino Guru to take this ADM intervention into account when dealing with 888, because this is no longer just a "normal delay" — it is now an officially recognized issue by the national regulator.

If needed, I can provide the ADM letter (with personal data redacted) for your internal review.

Thank you.

Dear VinnieStrange,

Thank you for the detailed update and for explaining the latest developments. We acknowledge that you have submitted the requested bank and card documents multiple times and that your bank has confirmed no alternative statements can be issued. We also note the intervention of the Italian regulator (ADM), which is an important factor in this case.

Dear 888 Casino IT,

To move this case forward, we kindly ask you to clearly specify what exact element of the player’s documentation does not meet your verification requirements and why the previously submitted official bank statements are considered insufficient.

Additionally, please clarify whether an alternative withdrawal method (e.g. IBAN/SEPA payment to another account in the player’s name) can be accepted if the requested document cannot be obtained from the bank.

We look forward to your clear and concrete response so this matter can be resolved without further delay.

Dear VinnieStrange,

Thank you for your message and for the detailed update provided.

We acknowledge the player’s reference to the communication with ADM and confirm that we take all regulatory correspondence seriously. That said, at this stage, the account restriction remains in place as we have not yet received the specific document required to successfully complete the verification process.

To clarify, while multiple documents have indeed been submitted, the requested card statement has not yet been provided in an acceptable format. The documents received so far were either cropped, altered, or did not clearly display all required details in a single, original file. In several cases, key information was not fully visible, which prevents us from completing the mandatory security checks.

For the verification to be finalized, the member must submit the original, unaltered version of the requested card statement. This document must be provided in its complete form, without any cropping, highlighting, masking, annotations, or other modifications. Even minor alterations render the document unsuitable for verification purposes.

Once the correct document is received in its original format and successfully passed, we will be able to proceed accordingly with the account and the pending withdrawal.

We appreciate the player’s cooperation so far and remain ready to resolve this matter as soon as the required documentation is provided in line with our verification standards.

Kind regards,

888 Casino IT Support Team

The documents in a full pdf un ropped format have been submitted 7 times through your website. Also in chat.

also here on previous posts.

there is nothing altered..

Hello VinnieStrange,

Thank you for your message.

If you believe that the documents have already been uploaded in full PDF, unaltered format, please try submitting them again so we can check.

Once you’ve uploaded them, let us know, and we will personally trace and monitor this case to ensure it is reviewed properly.

Kind regards,

888 Casino IT Support Team

They have been submitted several times. Its always the same document. What difference will it make? They are also attached to this theead few messages before this

Also you specified there is a Restriction. That was never the case before. Why is there a restriction now?

if you do not accept the documents officially sent by the bank. Why re-uploading them would make a difference now?

as the Casino-Guru representative said, can we submit a different withdrawal method and use an IBAN instead?

I would like to respond to 888 Casino IT’s latest messages, because what they are saying does not reflect reality and is now clearly conflicting with the regulator’s position.

The "cropped/altered document" claim is simply not true.

• The PDF I have provided multiple times is the exact original file issued by my bank (Buddy Bank / UniCredit).
• It was downloaded directly from my online banking and uploaded in full, without any edits, cropping, highlighting, or masking.
• If 888 believes otherwise, they should clearly specify which exact element is supposedly "altered" (file metadata, missing field, which page, which line, etc.), instead of using vague wording.

The required information is all there in one official document.

• The statement clearly shows:
• My full name as account holder.
• The IBAN and bank details.
• The card used (ending digits).
• All individual transactions to "888*Italia Limited Cagliari" with dates and amounts. This is exactly what they requested and exactly what my bank officially provides.

ADM (the Italian gambling regulator) has already acknowledged that I submitted all KYC documents.

In their official letter (case ADMUC 79585/2026), ADM explicitly states that:

• I promptly uploaded all documentation requested by the concessionaire for KYC.
• The negative outcome communicated by the casino was not clearly explained, and no useful instructions were given to regularize anything. This directly contradicts 888’s narrative that "the player hasn’t yet provided the correct document".

Re‑uploading the same file again and again will not magically make it "acceptable".

• I have uploaded the same full, original PDF through their website many times already (and even shared it here). If 888 refuses to accept an official bank statement issued by UniCredit/Buddy Bank, telling me to upload the same document "one more time" is not a solution, it’s just a delay tactic.

The new mention of "account restriction" is also concerning.

Before their reply on Casino Guru, I was never informed of any "restriction" in clear terms.

If my account is now flagged or restricted, I expect 888 to:

• explain exactly on what basis;
• confirm whether they are invoking Article 14 (suspicion of fraud or AML) under the ADM contract; and if so, provide this explanation also to ADM, not only here.

Alternative withdrawal method (IBAN/SEPA) – still ignored.

Casino Guru explicitly asked 888 whether they can pay the winnings via IBAN/SEPA to another bank account in my name if, as my bank confirmed, no "different" statement can be issued.

888 has completely ignored this reasonable and practical solution.

At this point, I kindly ask:

• 888 Casino IT to either:

a) clearly specify in writing which precise field or page of the official bank statement is missing or invalid (not generic "cropped/altered"), or

b) confirm that they will accept the already provided official statement or an IBAN/SEPA payout to another account in my name.

Casino Guru to take into account that:

• ADM has formally confirmed my cooperation and the completeness of my documentation;
• 888 is still using vague objections instead of concrete, verifiable reasons;
• this is no longer a simple "verification delay", but a situation where a licensed operator is effectively refusing to pay a legitimate €1,500 withdrawal despite regulatory involvement.

I remain fully available to provide the ADM letter privately (with personal data redacted) and to re‑send the same official bank PDF if Casino Guru wants to review it independently.

Thank you.

Hello VinnieStrange,

Thank you for your detailed message, and we sincerely apologize for the frustration this has caused. We understand why repeatedly submitting the same document would feel unnecessary, and we appreciate your patience throughout this process.

To clarify, the documents previously submitted are being rejected by our verification system, which is why re-uploading the same file unfortunately does not change the outcome. At this stage, we’ll need an alternative document to move forward.

Specifically, we kindly ask you to provide a credit or debit card statement for the card ending in 0951, clearly showing your full name and the card number (with only the last four digits visible). This document must be issued by your bank and submitted in full, unaltered PDF format.

Regarding the restriction you mentioned, this was applied automatically as part of the verification process and does not indicate any wrongdoing on your part. Once the required document is successfully verified, the restriction can be reviewed accordingly.

At this time, changing the withdrawal method or submitting an IBAN instead would not resolve the issue, as the verification of the card ending in 0951 is still required.

We truly appreciate your cooperation and understanding.

Regards,

888 Casino IT Support Team

Im kindly awaiting from a Casino-Guru representative to read and suggest whats next.

quoting 888Casino Casino absurd request:

Specifically, we kindly ask you to provide a credit or debit card statement for the card ending in 0951, clearly showing your full name and the card number (with only the last four digits visible). This document must be issued by your bank and submitted in full, unaltered PDF format.

Asking indefinitely the same documents over and over.

Also, id like to clarify that ADM is requesting Immediate response to my query and they said to process my withdrawal.

here, attached, for everyone to see, the screenshots of what ive sent multiple times to 888 CASINO in PDF FORMAT. Wifh LEGALLY PROVES what they are asking.

So them asking again these files , makes the whole response a Joke and against the law to refuse official bank statements.

this thread is now being officially monitored by ADM.

Dear VinnieStrange,

Thank you for your detailed update and for sharing the information regarding the ADM intervention. I truly appreciate the time and effort you’ve invested in explaining the situation and providing supporting documentation.

As the case is now under review by the regulator, I will close this complaint in line with our standard procedure with the status: Waiting for decision of regulator

This does not mean your complaint is dismissed. The final outcome now depends on the regulator’s decision.

Once ADM provides you with any official response or conclusion, please forward it to: barbora.p@casino.guru

We will review the update and reopen the complaint if appropriate.

Kind regards,

Barbora

Dear VinnieStrange,
We hope this finds you well. We would like to ask you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been automatically reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.
If the ADR or the Licensing Authority has resolved things in your favor, please update the thread and send over the official statement to my email. Alternatively, if the ruling favored the casino, your insights are just as crucial.
We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the authority supports the operator.
We truly appreciate your cooperation, and your response would be of great assistance to us.
Thank you in advance for your reply.

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

Dear VinnieStrange,

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,

Barbora