The player from Spain faced difficulties withdrawing money from the casino, as they had repeatedly requested verification documents that had already been submitted. Furthermore, the player's account had been restricted despite the completion of the verification process. The issue was resolved after the player confirmed that their account had been verified and the withdrawal request had been credited. The Complaints Team marked the complaint as resolved and appreciated the player's cooperation.
888 Casino ES - Player's account has been restricted.
Amount: €134,000
888 Casino ES
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 weeks ago
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1 month ago
Translation
It's been a month since they've been asking me to verify my account with my ID, bank account details, address where I live, etc... Everything is verified and now they have restricted my account on top of that.
Automatic translation:
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1 month ago
Dear Javimoro2,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
Has the casino confirmed that all your identity documents have been approved during KYC and now you are fully and successfully verified?
What types of games did you play?
Did you accumulate your winnings with or without a bonus?
Have you contacted customer support to ask why your account has been restricted? If you received any emails or other explanations, kindly forward them to me at veronika.f@casino.guru.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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1 month ago
Translation
I was playing slots and my winnings were without a bonus.
They don't give me an answer as to why they have responded to me.
I have closed the account. Attached documentation.
Dear Javier:
Thank you for submitting your documents.
The document you provided us has not passed our standard security checks, so we need you to send us a new one.
Help us complete these checks by sending us:
A proof of address issued in the last 3/6 months
A bank or credit card statement (cross out the card number)
A utility bill
Do you have any questions? For more information, please visit our help center .
Sincerely,
Operations team
Automatic translation:
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1 month ago
Have you submitted the documents the casino requested from you in the message you sent here?
- A proof of address issued in the last 3/6 months
- A bank or credit card statement (cross out the card number)
- A utility bill
If you sent these documents, please specify when exactly and if they had been approved during the KYC procedure.
Also, am I correct in understanding that the casino has now closed your account? Please forward me the email you received from the casino after your account was closed at veronika.f@casino.guru. Thank you for your patience and cooperation.
Sensitive attachment
Sensitive attachment
1 month ago
Translation
They have already verified everything correctly but they have not credited my withdrawal.
Edited
Automatic translation:
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4 weeks ago
Thank you for the information. I'm glad to hear that your account has now been verified.
What is the current status of your withdrawal request? If possible, kindly forward me the screenshot of your transaction history showing the current withdrawal requests.
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4 weeks ago
Translation
Thank you very much, everything is solved now.
Automatic translation:
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3 weeks ago
Dear Javimoro2,
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,
Veronika Fritz
Casino.Guru
