The player from Italy is experiencing difficulties accessing her account and withdrawing winnings due to ongoing verification. The player later confirmed that the issue was resolved.
888 Casino IT - Player's account has been blocked.
Amount: ??
888 Casino IT
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
Public
Public
2 years ago
Translation
888 blocked my account, after some winnings, asking for verification of my data which I sent promptly. They sent me dozens of emails with the same content saying they have verified but the account is still locked.
Automatic translation:
Public
Public
2 years ago
Dear ambrolina65,
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 takes KYC lightly and it might take a few working days to complete this thorough process.
Could you please advise which documents have you already provided and when exactly you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?
Moreover, you set the dispute value to €0. I would like to ask you to clarify the dispute value (how much money is being held in your account).
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
Public
Public
2 years ago
Translation
Case solved, I phoned and the operator, after insistence, reactivated the account. Thank you!
Automatic translation:
Public
Public
2 years ago
Awesome news, ambrolina65. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
