The player from Italy had been struggling for months to complete the KYC process at 888 Casino, despite having previously verified her account. She provided multiple documents, including ID, card photos, utility bills, and bank statements, but the casino repeatedly requested the same information. The issue was resolved when the verification team confirmed that her account was fully verified, allowing her to successfully process her withdrawal. The Complaints Team marked the complaint as 'resolved' after receiving confirmation of the successful withdrawal.
888 Casino IT - Player is struggling to complete the KYC process.
Amount: €3,989
888 Casino IT
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
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3 months ago
Translation
Hello, for months I've been struggling with the KYC process at 888 that was imposed on me (even though the account had already been verified) in order to withdraw my balance. I have been asked for various documents and photos, including my ID card, front and back photos of the card used to deposit into the gaming account, utility bills, home banking screenshots, card transaction lists, bank statements, etc. On my own initiative, to facilitate the verification process, I also sent documentation from the card issuer verifying the ownership of the IBAN associated with the card, average balance, and annual statement. Despite attaching all the requested documents (they essentially wanted to see personal details, card number, IBAN, and account information on the bank documents), I keep receiving emails from 888 repeatedly asking for the same things. I am exhausted by this kind of behavior and tired of feeling mocked and unprotected.
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3 months ago
Dear Rbecc4,
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.
- Were the documents you sent to the casino in the correct format and sufficient quality?
- Could you please share your communication with the casino? 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 to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Tomas
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3 months ago
Translation
Hi Thomas, thank you very much for the immediate response. The documents I sent were PDFs downloaded directly from the card app, so they met all the required criteria. I am absolutely aware of the importance of KYC but it seemed to me as if they wanted to hide behind this procedure in order not to pay me the balance (also because I asked several times for explanations via live chat as to why I was repeatedly asked for other documents and always in rotation myself but I received vague and never helpful answers). Unfortunately what 888 requires is to upload the files directly onto their platform (so I don't have a history of written conversations via email), so what I can do is take a screenshot of the emails received and the same documents that I sent them time after time . If you confirm that I can safely send you these documents I will proceed immediately
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3 months ago
Dear Rbecc4,
Sometimes the documents are requested repeatedly due to insufficient quality or a format of the document that isn't accepted.
You wrote:
I keep receiving emails from 888 repeatedly asking for the same things.
These emails will help us better understand the situation. I encourage you to send the requested information to my email at tomas@casino.guru
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3 months ago
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I repeat, the quality of the documents is high, I forward everything to you by email so you can check it too
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3 months ago
Translation
I just sent via email
-card contract
-IBAN certification documentation
-account statement
-ISEE prospectus
-movement list
- front and back photo (with the required data obscured) of the card
-photo app
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3 months ago
Thanks for your email.
Kindly send me any emails addressed to you from casino support, so we may understand what the casino is asking from you.
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3 months ago
Translation
Hi Tomas, I attached the screenshots as a response to yesterday's email
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3 months ago
Thank you very much, Rbecc4, for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@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.
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3 months ago
Dear Rbecc4,
My name is Mirka, 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,
Mirka
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2 months ago
Hello everyone,
We deeply apologize for the delay on our response. Don't worry we already escalated this to our verification team to ask them to recheck all the previous documents that was sent by Rbecc4. We'll make sure to send an update here once we hear back from them. We appreciate your patience and understanding.
Regards,
888team
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2 months ago
Hi everyone,
We got a confirmation from our verification team that member's account is already fully verified.
Regards,
888team
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2 months ago
Translation
Hi Marika, finally the withdrawal has been processed and received. I thank you infinitely for your help, without which I think I would still be banging my head against the wall without being listened to by a customer service that has proven to be not up to par. I am truly grateful to you.
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2 months ago
Dear Rbecc4,
Thank you for updating us, and I'm delighted to hear that your withdrawal has been successfully processed. We sincerely apologize for any frustration you experienced during this process, and we truly appreciate your patience.
Your feedback is valuable to us, and we are always striving to improve our service. Should you have any further questions or need assistance in the future, please don’t hesitate to reach out.
Thank you once again for your kind words, and we wish you continued enjoyment with 888 Casino.
Sincerely,
888 Team
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2 months ago
Dear Rbecc4,
I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you.
As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru . Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues.
Thank you so much for your time.
Best regards,
Mirka
Casino.Guru
